Engineering IT On-call & Support Procedures
Background
In July 2007, the Engineering IT (EIT) support group was formed. This group is composed of several legacy IT support groups and is now responsible for providing IT services and support for the entire School of Engineering.
We realize that there were several different, but functional procedures for reporting problems or requesting services from the former IT support teams. We are in the process of blending these local methods into a new, School-wide EIT procedure.
We are also installing incident tracking. Using e-mail to request service or help (support@seas.wustl.edu) will automatically generate a ticket. This will enable tracking and reporting on incident status. A call or e-mail directly to a support person will also generate a ticket if the question is not answered immediately. A system is in place; however the full tracking and reporting capability is still being developed.
This document covers the new procedure for
requesting services from or reporting problems to Engineering IT.
What is Supported
School of Engineering purchased:
PCs, Workstations & Printers
Windows, Mac, Unix (Linux, others)
Setting up and supporting Teaching Labs
Installing programs (both upgrade to current versions and earlier releases as required), special configurations, etc.
NOTE: all routine pre-semester set-ups, etc. can be directed to the departmental primary contact. This process can be initiated through an email to support@seas.wustl.edu
All computer maintenance (including scheduled updates) on teaching lab computers with potentially dangerous peripherals such as robotic arms will be performed on site. This way, the computer technician can guarantee that the task is performed safely.
Servers & Storage
Administration (configuration, monitoring, maintenance upgrades, etc.)
Operation, Backups, Restores
Beginning of semester directory structures to support course web pages, ABET repositories, etc.
Networking
Wired, wireless
Applications
E-mail (setting up new accounts, etc.)
Web Servers (Ran Jing is the Web Master)
And (regarding support for home):
Advice on remote access from user owned equipment (VPN)
Email setup advice on user owned machines (FAQs)
How to Contact Engineering IT
Preferred Method is E-mail: support@seas.wustl.edu
Walk-in: we are located on Lopata Hall, Room 405 & Room 406 and Sever Hall Room 213 & Room 214
Phone: 935-5097: This will be answered by the CEC Help Desk and your request/incident will be routed to a help desk support person and a ticket will be created
Committed to 100% answered calls during prime shift.
Help Desk Support departmental "single points of contact" (SPOC):
| Primary Contact | Secondary Contact | |
| Biomedical Engineering |
Joe Furlong (5-8655) | Tim McHugh (5-7457) |
| Computer Science & Engineering |
Jim Flynn (5-5882) | Sheila Leopold (5-9527) |
| Energy, Environmental & Chemical Engineering |
Tim McHugh (5-7457) | Joe Furlong (5-8655) |
| Electrical & Systems Engineering |
David Goodbary (5-7495) | Sheila Leopold (5-9527) |
| Mechanical, Aerospace &
Structural Engineering |
Joe Furlong (5-8655) | Sheila Leopold (5-9527) |
| All Others | Tim McHugh (5-7457) | Jim Flynn (5-5882) |
Functional Area contact list:
| Networking | |||
| Brian Sheffield (5-6024) | brian@seas.wustl.edu | ||
| Servers & Storage | |||
| Windows | |||
| Brian Sheffield (5-6024) | brian@seas.wustl.edu | ||
| Samantha Lacy (5-6185) | lacy@seas.wustl.edu | ||
| Will Wainwright (5-5516) | survive@seas.wustl.edu | ||
| Linux/UNIX | |||
| Mark Bober (5-5095) | mark@seas.wustl.edu | ||
| Adam Lopresto (5-7254) | adam@seas.wustl.edu | ||
| Allen Rueter (5-6429) | allen@seas.wustl.edu | ||
| Collaboration | |||
| Samantha Lacy (5-6185) | lacy@seas.wustl.edu | ||
| Adam Lopresto (5-7254) | adam@seas.wustl.edu | ||
| David Goodbary (5-7495) | dgoodbary@seas.wustl.edu | ||
| End User Support | |||
| Josh Lawrence (5-5053) | josh@seas.wustl.edu | ||
| Kay Komotos (5-4540) | kay@seas.wustl.edu | ||
| Tim McHugh (5-7457) | tim@seas.wustl.edu | ||
| Joe Furlong (5-8655) | jfurlong@seas.wustl.edu | ||
| Jim Flynn (5-5882) | jim@seas.wustl.edu | ||
| Sheila Leopold (5-9527) | leopolds@seas.wustl.edu |
Hours of Support & Service Response Goals
Prime Shift (Monday-Friday, 8:30 a.m. - 5 p.m.)
Help Desk is fully staffed with 100% of calls answered (5-5097)
All contact methods listed previously are acceptable.
If you choose to contact EIT by email and the problem is urgent, in the subject line please add: URGENT: (and then a description of the problem), for example: "URGENT: Unable to access group file share"
Help Desk Support Staff to respond to incident:
- 50% within one half hour
- 75% within one hour
- 100% within two hours
Off-hours (Monday-Friday, 5 p.m. - 8:30 a.m., Weekends & Holidays)
Limited to server and related infrastructure support only (e.g. networks, storage, etc.)
In general, off-hours support is triggered by the automated system monitoring
Automated system will send alerts to "on-call" support staff
Presently, we are not offering the same level of off-hours support that is available during prime shift