The Faculty/Staff Help Center is the single point-of-contact for computing questions and problems for Towson University faculty and staff. Students should visit Student Computing Services. Resources: Contact Information and Hours New Computing Accounts Passwords Educational Discounts MEEC Software Distribution and Support SPSS/SAS Licensing The OTS Help Center provides: assistance with, or registration for, faculty/staff computing accounts assistance with troubleshooting computing problems to help you resolve them on the spot recommendations for software or hardware purchases, upgrades or repairs referrals to appropriate computer training opportunities service requests to alert appropriate technical staff to be dispatched to service your computer or printer when a site visit is necessary requests on your behalf to install new data communication ports and to activate existing ports to enable campus phone and Internet connections information and status reports on any requested services What Information Should I Be Prepared to Provide? When you contact the Help Center to make a request, there are common pieces of information that usually help to solve a problem. Below are some of the most common pieces of information you'll be asked to provide to a Help Center Specialist. Please try to be at your computer when you call. Account Problems the system on which you're experiencing problems (e.g.,TowsonU, Exchange(Outlook), Tiger) your username on the system how long the problem has been occurring Computer (Hardware or Software) Problems which operating system your machine is running (e.g., Windows 2000, Windows 98, Macintosh OS 9) the make and model of your computer (e.g., Dell Optiplex GX150, Dell Optiplex GXa, PowerMac G4) the serial number on the system (for Dell computers this is called the "service tag") if you suspect someone will need to visit your computer Network Connection Problems which operating system your machine is running (e.g., Windows 2000, Windows 98, Macintosh OS 9) the make and model of your computer (e.g., Dell Optiplex GX150, Dell Optiplex GXa, PowerMac G4) your building and room information, along with your wallport number, if possible (ie: Smith Hall 222 Port 222A) Field Support Problems that can't be resolved over the phone or through remote access by the Faculty/Staff Help Center are assigned within an hour to a Field Support staff specialist, who then promptly gets back to the client for follow-up work, on-site if necessary. Distributed Support – How It Works College Liaisons / Personnel Assigned to Precincts Commonly Requested Services Map of Distributed Support   Distributed Support – How It Works Field Support staff is distributed throughout the TU campus based on three geographic regions. A campus map showing the three regions (east, central, west) can be viewed here. A team of Field Support staff members is assigned to and based in each of the three regions, providing face-to-face service and support for specific technology issues and problems. In addition, Field Support managers will serve as liaisons to the seven colleges, fostering strong working relationships between the groups by regularly meeting with leadership and conducting needs analyses.   Field Support utilizes a “triage” system whereby technology issues are sorted and resolved based on their level of severity and other priorities.   The Help Center will continue to resolve simple issues over the telephone or through remote access services. More in-depth problems will be handled through a field visit or, depending on its nature, by another OTS unit. Clients will be informed of a plan of action, including who will visit them, within a matter of hours.   College Liaisons / Personnel Assigned to Precincts College Liaisons The Field Support model includes senior management liaisons to the university's seven colleges, who will regularly meet with deans, department heads, directors, lab managers, departmental IT support staff and administrative assistants to provide increased communication, needs analysis and planning assistance. College of Fine Arts and Communications: Ken Mangum College of Business and Economics: Jack Stark College of Liberal Arts: Jack Stark Fisher College of Science and Mathematics: Mark Addy College of Graduate Studies and Research: Pat McKoen College of Education: Pat McKoen College of Health Professions: Michael Bachman Precinct Personnel The following staff members have been distributed on campus based on the east, central and west precincts: EAST PRECINCT Includes Burkshire, Cook Library, Dowell Health Center, Glen Esk, Hawkins Hall, Lecture Hall, Lida Lee Tall, Media Center, Newell Hall, Power Plant, Psychology, Smith Hall Carol Green-Willis Deborah Simon Gordean Sanders Sean Ellis Patricia Burke CENTRAL PRECINCT Includes 7800 York Rd., Administration Building, Center for the Arts, Stephens Annex, Stephens Hall, Terrace Dale, University Union, Van Bokkelen Hall Bernard Allen Phil Romans WEST PRECINCT Includes Towson Center, Auburn House, Landscape Services, Unitas Stadium, Field House, Enrollment Services, Burdick Hall, General Services, Linthicum Hall Joanne Anderson Mark McDowell   Commonly Requested Services Commonly requested Field Support services include new computer installations and upgrades, installation of specialty software, general troubleshooting and diagnosing of problems, setting up computers and printers on the campus network, Personal Digital Assistant (PDA) installation, and resolving other problems that can't be handled easily by telephone or remote access. Support is provided for both PCs and Macs. For departments that have their own dedicated support professionals, OTS services are available to complement these efforts.       Administration and Finance Questions