Significant support of technology takes place in areas with less visibility than HelpDesks, computer labs, and frontline support staff. These services support infrastructure, development of information systems, and support of the back office technologies. The quality and availability of these support services, so critical to maintaining the technology leadership position that exists at SCSU, are the underpinnings of campus instructional and administrative areas.
A review of technology support positions at SCSU will show that technologies for the delivery of instruction and student services are supported by a variety of highly skilled and dedicated staff members:
Instructional systems support. Specialists in this area are charged with supporting electronic classrooms (both computer and multimedia technologies), T.V. studios, instructional management systems (primarily WebCT), and video conferencing.
Infrastructure and network services support. Specialists in this area are charged with network cabling, connectivity, design, troubleshooting and support, access points, and planned redundancy.
Server administration support. Specialists in this area are charged with information systems analysis, design, system implementation, and the maintenance of server systems. Servers are the main computer platforms for providing services such as e-mail, file space, backups, Web content, application distribution, instructional information systems, and database support. Centralized authentication and its integration are also key element areas of responsibility.
Web applications and Web content support. Specialists in this area are charged with developing standards and style guides for Web content, developing applications that deliver instructional or student services via the Web, and maintaining the overall SCSU Web presence.
Non-computer technology support. Specialists in this area are charged with supporting related information technologies, such as cable TV, scoreboards, satellite connectivity, and general telephone support and coordination.
In all these areas, the proper levels of support must be available, timely and
appropriate training must be scheduled for support staff and end users (see 5.17),
staff must be cross-trained to provide backup support, and collaboration and communication
must take place across these diverse groups. This collaboration should include
a shared common vision and formal planning for the future.
Over the next five years, the university will review, coordinate, evaluate, and realign as needed technology services provided by the infrastructure and back office support groups.
Several of the support areas listed here are expected to grow during the five years of this plan. As the SCSU Web presence grows, additional resources will be required to support that growth. Electronic classroom support, instructional management systems support, video conferencing, more server based services, and general technology growth call for additional resources, both human and direct expenditures for tools and training.
While undefined at this time, the expectation is that additional resources will be required and that additional resources will be allocated in step with the recommendations in the action items above.
Revised: May 2003