1. I.T. DEPARTMENT SUPPORT OPTIONS TMSL INFORMATION TECHNOLOGY DEPARTMENT

2. I.T. STRUCTURE Help Desk Contact – x1120 Rings all technicians TMSL-Help@tsu.edu Tarius Anderson – x1150 Network Administrator Trina Leach – x1017 Computer Systems Assistant Stephen Zapatka – x1166 Technical Services Specialist/Web Developer Campus Help – 713-313-4357 Issues with MyTSU, Blackboard, and non-TMSL issues

3. CONTACTING TMSL I.T. Ticketing System http://ittigersupport/aexhd/winuser Online Form http://www.tsulaw.edu/technology/forms/equipreqform.html Phone Support Help Desk x1120 and TMSL-Help@tsu.eduTMSL-Help@tsu.edu Both phone and email go to ALL technicians

4. ALTIRIS TICKETING SYSTEM http://ittigersupport/aexhd/winuser/ 1.Click on TMSL Service Requests at the lower left 2.Choose the category appropriate to your issue 1.Account Requests 2.Audio/Video Requests 3.Hardware Requests 4.Software Requests 5.Website Update 3.Use the Category Boxes if necessary for specific items, and fill out the Comment area with your problem description.

5. ONLINE FORM http://www.tsulaw.edu/technology/forms/equipreqform.html This form allows you to contact I.T. with Service, Event, and Equipment Requests. We will still open a ticket for all Service Related requests We require 72 hours notice for all Events and Equipment requests This timeline increases to 1 business week minimum for after hours requests There is also a Quality Survey than can be used to communicate with the I.T. Department at the bottom of the page

6. PHONE AND EMAIL CONTACT Help Desk x1120TMSL-Help@tsu.eduTMSL-Help@tsu.edu When you call x1120, it rings all available technicians. If you get Voice Mail, please leave a detailed message for your issue. Priority is given to work stoppage issues, and network or equipment failure, impacting more than one customer The EMAIL for the Help Desk also goes to all available technicians For general issue support, you will be contacted within 30mins-1 business hour to schedule a time to resolve your issue

7. SUPPORT CONTACT GOALS Establish a consistent and efficient method of support You should be able to contact support regardless of your situation Maintain an informative and useful support site Make regular contact with faculty and staff to ensure that I.T. is effectively supporting the educational process

8. QUESTIONS/COMMENTS