Revised: 09/27/07 Information Technology
Client Support Services
Area Overview, Duties, and Responsibilities
Introduction:
Client Support Services (CSS), a division of Information Technology, serves as the primary user support for all students, faculty, and staff for five campuses.
Primary Duties
- Provides hardware and software user support for faculty and staff for all College owned desktops, laptops, printers, and related peripherals on five campuses.
- Setup and maintenance of all new computers and peripherals for the college.
- Tracking/Inventory of all desktops and laptops.
- Responsible for maintaining appropriate documentation on policies, procedures, and forms relating to Client Support issues.
- Provide setup and maintenance of college computer labs and clusters.
- Assist with basic wiring installation and repair.
Overview of Support
Client Support Services (CSS) is responsible for all aspects of end-user hardware and software configuration and support at Georgia Highlands College. This includes but is not limited to desktop and laptop computers.
The mission of CSS is to provide our customers with quality and timely support of all
hardware and specified pre-loaded software in a courteous, professional manner.
The following is a list of common duties and responsibilities of CSS:
Distribution Clusters / Labs
Inventory Small wiring repair
Ghosting Escalation
Communicating change Software
Pharos, Schedule/Bill terminals Hardware
Description of Duties and Responsibilites
- Distribution
CSS is responsible for the distribution of all desktop and laptop computers. This includes assurance that the appropriate inventory tracking records are kept accurate and current.
- Inventory
CSS is responsible for both inventory record keeping as well as periodic physical inventories of the college’s laptops and desktop computers.
- Ghosting
In situations where multiples of the same desktop or laptops exist, a “master build” is made using utility software called Ghost. This image will be captured and loaded on like computers. CSS is responsible for this process.
- Communicating change to customer
Another essential part of successful change is communication. CSS will keep its customers informed of any key changes that affect the equipment they use or the way they use it. Successful communication tools include e-mails, signage, web “how-to’s” and instructions and literature posted in class schedules.
- Pharos print stations, Schedule Bill/Stations
CSS will maintain and manage the operation of all pharos print stations as well as schedule/bill stations. This includes repairing or replacing hardware as well as the software configuration of each type terminal.
- Clusters / Labs
CSS will maintain and manage the operation of all cluster workstations on all campuses. This includes repairing or replacing hardware as well as the software configuration of each type terminal and occasional ghosting procedures.
- Troubleshooting wiring and small repair
CSS will handle troubleshooting small wire problems such as a bad end in a classroom or office. If CSS discovers the problem to be bigger in nature it will be escalated to Network Support Services (NSS).
- Escalation
Any time that a problem cannot be resolved by CSS the problem will be escalated to the appropriate department or party. In cases of warranty contracts (e.g. Gateway, Dell), the appropriate vendor will be contacted via phone by a CSS representative to resolve the issue.
- Software supported
All preinstalled / preconfigured issued software (Supported but not limited to):
- Current standard Operating System (generally Windows)
- Latest MS Office suite
- Mozilla Firefox
- Trend antivirus software
- Pharos
- Minitab
- Hardware supported
All issued computer workstations (desktop and laptop computers) and peripheral Hardware in Georgia Highlands College Inventory.