Department Groups
Desktop Support/Professional Services
Responsible Manager: Philip Neufeld
Desktop Support/Professional Services provides desk-side support to end-users and the support work related to desktops and laptops. These services include the setup, maintenance and repair of desktop/laptop computers. Desktop Support/Professional Services work with IT Liaisons to deliver desktop support to the Colleges, Schools and Divisions.
IT Liaisons
Responsible Manager: Philip Neufeld
An IT Liaison is the on-site presence to provide a response to service requests within a College, School or Division for those matters where the Help Desk cannot directly provide support. An IT Liaison is available to faculty, staff and students in the College, School or Division to provide first contact resolution, on-site consultation, and coordinate the response of central IT resources for service requests within a College, School or Division. IT Liaisons seek to deliver IT services in a manner that is aligned with the priorities and practices of the central IT and the College, School or Division.
Service and Project Management Group
Responsible Manager: Philip Neufeld
The Service and Project Management Group works to instill and facilitate the service and project delivery best practices within ITS to more effectively realize project outcomes and service expectations.
Information Security
Responsible Manager: Richard Boes
Information Security keeps Fresno State's data, networks, communications systems, computers, and other information technology resources safe and secure from known and predictable threats in a university environment that promotes ease of access and use.
Our goal is to maintain the highest achievable levels of protection of our information technology assets and reduce the overall threats to those assets. We leverage the abilities and resources within Fresno State to ensure the confidentiality, integrity, and availability of the university's information resources.
Service Desk
Responsible Manager: Jim Michael
The Service Desk staffs our campus Help Desk, delivers call routing and dispatch services for technology-related support calls and provides operational support for our service management practice.
The Help Desk provides first level telephone, online, and email support for the entire campus community. Telephone support is available from 7:00am to 9:00pm, Monday-Friday; and from 8:00 a.m. to 5 p.m. on Saturday. Help Desk walk-in hours are from 8:00am to 5:00pm, Monday through Friday.
Network Engineering, Field Operations, Classroom and Video Services and Telecommunications Billing
Responsible Manager: Eric McLain
- Networking
Networking manages and maintains the hardware, monitoring tools and operating systems that make up the campus wired and wireless network.
- Field Operations
Field Operations provides multiple voice communications services to the campus which includes maintaining the outside copper and fiber plant, programming, enhancing, and maintaining a new voice over IP (VoIP) phone system along with providing standard voicemail and call center services. Installing and upgrading the intra-building communications cabling is also part of this group’s responsibility.
- Classroom Technology & Video Conferencing (CTV)
CTV provides design and installation, training, and on-going support of instructional technology in the classroom. This technology includes, but is not limited to, video/data projectors, document cameras, and touch button control systems. CTV works closely with schools and colleges to recommend, design, and install technology in labs and conference rooms. Technical support is provided to video conference rooms and distance learning facilities, both on and off campus. CTV also provides training and support to faculty using audience response systems in the classroom. An inventory of mobile equipment, such as portable video/data projectors and public address systems, is available for check-out to faculty and staff.
- Telecommunications Billing
Systems, Storage and Infrastructure Applications
Responsible Manager: Jim Michael
Systems, Storage and Infrastructure Applications is responsible for the server environment supporting central campus services including calendaring, email, web-servers, network infrastructure services, and the campus portal. This environment includes the hardware, operating systems and storage systems associated with these servers.
In addition to supporting the server environment, the Systems staff is directly responsible for supporting the services provided to the campus for calendaring, email, and web-servers. They are also tasked with supporting aspects of the network infrastructure services including DNS and DHCP.
This group also provides support for departmental servers used by a variety of academic and administrative units on campus.
