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Responding to the Mission
The Technology Support organizational structure for the department is to
allow more streamlined response to both service and planning needs of the
College. The organization is designed to promote clarity of communication
lines and accountability throughout the support group by distinct allocation
of duties and specific assignment and tracking of tasks.
"The Strategic Function:"
Technology planning is to be coordinated
through the Dean of Technology. In many cases the request will simply be
discussed and a determination made and timelines/project asignments initiated
as indicated. In more complex issues, the need will be taken to the weekly
staff meeting of the Technology Support group for a determination of resource
impact.
In some cases, an individual with a planning request may be referred directly
to the Director of Instructional Computing, the Director of Administrative
Computing or even to a specific technician to engage in a fact-finding or
evaluation process of a given software or hardware service.
Those planning items of strategic importance to the College, or requiring
significant budget action, shall be taken to the Technology Advisory Committee
and/or to the President's Council for recommendations pending a final decision.
"The Tactical Function:"
The daily functions of the technology support group will
be coordinated through the helpdesk. Specific work assignments for technicians
will be initiated by the helpdesk in keeping with the priority service ranking
and general area of responsibility assignments for the technical staff.
"Impacting Professional Development:"
All members of the Technology
Support team will make recommendations through the weekly staff meetings
as to topics appropriate for future faculty/staff training programs at the
College. Additional input will come through requests made to the helpdesk
and the Faculty Staff Center. The Dean of Technology will then work with
scheduling and delivery mechanisms within the College to effect the desired
training.
Keeping the House in Order
"Weekly Staff Meetings:"
Weekly staff meetings are held for all
members of the Technology Support group. Although times and days may have
to vary, the standing schedule is Tuesday mornings at 10:00 AM. Regular
agenda items will be review of service logs and progress reports of ongoing
projects. Because of the dynamic nature of the technical environment, called
meetings for particular problem resolution are routinely held.
"Daily Communications:"
Perhaps more than any other organization
on campus, the Technology Support organization must remain in constant communication
and work in concert as a team. Toward this end, a variety of tools is utilized.
In addition to periodic meetings, most issues are quickly routed via email
to all members of the group. Voice mail is used when appropriate, and all
team members are equipped with digital pagers for real-time messaging regardless
of location. A significant element in our communication plan is the channeling
of all communications through the helpdesk to eliminate oversight, redundancy
and confusion.
An Open Ear
A representative Technology Steering Committee is maintained for the campus.
Discussions include productive utilization of resources, investigation of
new technologies and planning for the technical growth of the College in
concert with the other strategic planning forums of the institution.
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