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Office of Information Technology
CSC Helpdesk: 209.946.7400
helpdesk@pacific.edu
Raymond Great Common Room
Hours: 7:00am - 6:00pm Mon - Fri

Technical Service Providers

List of TSPs and their supported areas.

Individuals who support technology in the schools and units on all three campuses are collectively known as Technical Support Providers (TSPs). These individuals provide critical, discipline specific, support at the grass roots level. As a group, TSPs have the power to communicate need and influence the direction of computing across the University. To be successful, Pacific must have a cadre of TSPs that fully integrate central and unit computing. Central computing (OIT) is increasingly less able to roll out new technology affecting large numbers of users without substantial local assistance.

It is assumed that most TSPs support unit technology, including discipline specific applications, local instructional technology, unit labs, desktops (both non-standard and standard as required) and/or local and co-located servers. It is further assumed that TSPs support the use of centrally provided technology as it applies to their constituencies.  Because TSP is not a job description and those considered TSPs may have a wider array of duties, the following duties are intended to clarify the meaning and intent of this function:

  • Communicate unit technology needs and initiatives to OIT and other TSPs
  • Communicate OIT initiatives to unit constituencies
  • Act as a liaison between OIT and unit constituency. The liaison role includes:
    • Assisting OIT in understanding the needs of the University's units
    • Gathering requirements from University units for new technology when appropriate
    • Communicating the University's technology policies, strategic direction and initiatives to the user base
    • Communicating downtime requests and maintenance windows to unit constituency and helping determine which dates and times will cause the least impact
    • Assisting with unit testing of new technology as appropriate
  • Work with OIT and other TSPs on desktop technology initiatives that can be used University-wide (ex. Desktop Firewall, Imaging Software, Anti-Virus, etc.)
  • As technical administration duties are distributed, perform some aspect of account management to include the management of resources and security roles
  • Participate in and support the rollout of centralized services, including:
    • Customizing and distributing notification for unit's constituency
    • Assisting individuals in the unit to assimilate required changes
    • Training unit members as necessary to make the rollout successful
    • Where possible, contribute additional documentation
    • Take opportunities for improvement back to OIT and the TSP group

Expectations for TSPs

  • Participate in regularly scheduled meetings and communications
  • Use HEAT incident tracking database for problem reporting
  • Obtain training and/or tools from OIT as applicable
  • Seek appropriate certifications (ex. A+, MOUS) for providing support