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Computer Support

If you are affiliated with the Department of Civil, Construction, and Environmental Engineering, please send your request for help to ITECS at the e-mail address below. Your request will then be placed in a call-tracking system that is serviced by the department's computer support staff.

Send requests for help to: eoshelp@ncsu.edu

Work Order Request Policies

It is the goal of the Support Staff to provide reliable, efficient and fair service to the faculty, staff, and students of the civil, construction, and environmental engineering department of NC State University. Here are some guidelines to follow when requesting our services:

• Submit all requests via eoshelp@ncsu.edu

Please include the following information

• Name (John P. Doe)
• Unity ID (jpdoe)
• Preferred contact method ( Please call me at X-XXXX)
• Availability (I am available Monday between 3:30pm and 5:00pm)
• Detailed description of requests ( I would like to have Matlab installed)

• Please submit only one email per request

After your work order request has been completed, you will receive a Service Satisfaction Survey. Please submit any questions, comments, or concerns via the survey.

Services and Priorities

In no particular order, the Support Staff seeks to provide the following services:

• Workstation Setup and Installation
• Network Support
• Hardware Support
• Software Installation and Support
• Printer Support
• General User Requests and Questions

The Support Staff typically follows a priority schedule when addressing work requests.

• Urgent Problem (Immediate response required)

• Network/Server Problem: Including but not limited to network equipment, unable to login, and web access.
• Critical Applications Problem: Unavailable or unusable critical applications such as Ansys, Matlab, SAP etc.
• Machine Failure : Dead or non-working personal office machine

• Normal Priority (Sorted on the basis of severity and number of users affected, response as soon as possible)

• Restoration of Critical Files
• Printer Problems
• Software Installation : New software, updates, small bug fixes
• How-To : Personal user requests regard how to complete a task
• Workstation Setup

• Low Priority (As Time Permits) Informational Requests: General information requests

In general, fixing a problem that will help MANY people will take precedence over a service that will assist a single person, and problems that inhibit the continuation of one's work take precedence over annoyances and problems with viable work-around or personal requests for new software installations.

CE Computer Support Staff

• Lorenzo A. Watson (lawatson(AT)ncsu.edu)

• Presentation from March, 2003 faculty meeting in PDF format
• Presentation from August, 2004 faculty meeting in PDF format

Related Links

• College of Engineering Computer Support
  • ITECS (Information Technology and Engineering Computer Services)
  • Help Desk -- 200 Page Hall (515-2458)

• University Computer Support
  • ITD (Information Technology Division)
  • Help Desk -- 208 Hillsborough Building (515-4357)