The Faculty/Staff Help Center is the single point of contact for faculty and staff members' computing questions and troubleshooting. Students needing assistance with computing or communications should visit Student Computing Services. Student Computing Services Contact Information and Hours Assistance The Faculty/Staff Help Center provides assistance with all computing and communications needs on campus, including registration for faculty/staff computing accounts, software/hardware recommendations and upgrades, training, service requests, data port installations, and status request information. New Computing Accounts Passwords Educational Discounts MEEC Software Distribution and Support SPSS/SAS Licensing Necessary Information There are several pieces of standard information necessary for the Help Center to assist you. A list of frequently-needed information is below; we ask that you stay near your computer when you call us. Account Problems The system you're experiencing problems with (TowsonU, Exchange(Outlook), etc.) Your username on the system Length of problem occurrence Computer (Hardware or Software) Problems The operating system your machine is running ( Windows 2000, Macintosh OS 9, etc.) The make and model of your computer (e.g., Dell Optiplex GX150, PowerMac G4, etc.) 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 The operating system your machine is running ( Windows 2000, Macintosh OS 9, etc.) The make and model of your computer (Dell Optiplex GX150, PowerMac G4, etc.) Building and room information along with your wallport number if possible (i.e. 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 promptly contacts the faculty/staff member for follow-up work. 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 below. Campus Map 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