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Information Technology Services at ETSU
Information Technology offers a wide array of services to
the ETSU community to help students, faculty and staff
obtain the best possible educational experience.
Our staff is here to make sure your use of technology
is a positive experience.
 Assistance:
Technology without assistance can be frustrating.
When questions or problems arise, Information
Technology has services to assist you.
Student Help Desk:
Information Technology recognizes the need for specialized
help with technology for students.
A separate help desk was constructed to assist with
those needs.
Students can email the help desk at
shdesk@goldmail.etsu.edu
or call the help desk at 423-439-5648 or, if they are having
problems with a laptop, they can visit the help desk.
It is located on the bottom floor of the D. P. Culp
Student Center adjacent to the computer lab.
The staff can assist with password issues, wireless
networking issues, D2L issues and many other issues.
The hours of operation are:
Monday – Thursday
8:00am – 2:00am
Friday
8:00am – midnight
Saturday
noon – midnight
Sunday
noon – 2:00am
Faculty and Staff Help Desk:
Information Technology operates a separate help desk for the
issues confronted by faculty and staff.
The staff are professionally trained and equipped to
assist with all areas of Information Technology.
Many issues are handled while on the phone.
The Faculty and Staff Help Desk can be reached by
email at
oithelp@etsu.edu
or by phone at 423-439-4648.
Frequently Asked Questions:
Many common questions and their solutions have been
documented for the university community.
These are located at:
http://www.etsu.edu/oit/helpdesk/.
Specialists:
Information Technology employees 6 positions dedicated to
bringing assistance to technology issues to the campus
community.
These Specialist positions are assigned ‘zones’ or buildings
where they are responsible for assisting faculty and staff.
Your Specialist will make regular visits to your
department. Any
issues that come up can be communicated to them.
If they cannot resolve the issue, they will bring it
to the attention of the person who can.
 Multimedia
Classrooms:
 Information
Technology, in conjunction with the Technology Access Fee
Committee plans, constructs and maintains the multimedia
classrooms at the main campus and also at the remote
campuses.
Currently, there are 155 of these classrooms.
Much care is put into the ease of use of these rooms.
Each room is configured with zoned lighting, a
projector, Smart Sympodium for annotation on the projected
image, network connectivity for a presenter’s laptop,
dedicated networked computer, document camera, DVD playback,
VCR playback, cable TV connection, amplification and
speakers. These
are all controlled by a Crestron touch screen control panel
that allows the presenter to easily control all classroom
equipment with a customized menu. A listing of all the
classrooms with more detailed information can be found at:
http://www.etsu.edu/oit/classrooms.
Computer Labs:
Information Technology, in conjunction with the Technology
Access Fee Committee, plans, constructs and maintains open
and departmental computer labs at the main campus and also
at the remote campuses.
Currently, there are 53 computer labs with
approximately 1,200 computers for student use.
Both Windows and Macintosh platforms are supported on
campus.
Information Technology operates the 3 open computer labs on
campus. These
are located in the D. P. Culp Center, Sherrod Library and
Lucille Clement Hall.
The Lucille Clement Hall lab is unique in that is a
wireless environment that allows students to check out a
laptop and work in groups.
There is also a multimedia classroom in this facility
that allows students to become familiar with the technology
and to practice presentations using the actual equipment
found in the classrooms. Each of these computers contains a
wide variety of software used at ETSU including:
·
Microsoft Office Professional
·
Adobe Acrobat
·
Adobe Bridge
·
Adobe Contribute
·
Adobe Dreamweaver
·
Adobe Fireworks
·
Adobe Flash
·
Adobe Illustrator
·
Adobe InDesign
·
Adobe Photoshop
·
Apple iTunes
·
Microsoft Expression
·
Microsoft Visual Studio
·
Minitab
·
SAS
·
SPSS
·
Symantec Antivirus
·
WS FTP
A listing of the open labs with detailed lab hours and
hardware can be found at:
http://www.etsu.edu/oit/computing/labs/default.asp.
A list of all departmental labs can be found at:
http://www.etsu.edu/oit/computing/labs/campus_lab_Inventory.asp.
 Networking:
Information Technology provides the networking access to all
students, faculty and staff.
Every building is connected to the campus backbone
and every classroom and every office has network
availability.
The student residence halls are also on the campus network
and each room has network connectivity.
There is also wireless networking available in many
classroom buildings and a large wireless mesh network has
been constructed to give outdoor wireless coverage on the
main campus and on the College of Medicine campus.
Information Technology maintains 2 Internet Service
Provider (ISP) connections to bring fault-tolerant,
redundant connectivity to campus.
This is to ensure the ETSU campus resources are
always available via the network.
The main campus map found at
http://www.etsu.edu/maps/
has overlays which show where wireless connectivity is
available in buildings.
The networking infrastructure is centrally secured and
protected by numerous security devices to protect the
university resources.
Telephony:
Information Technology provides telephone access to the
campus. Each
office has telephone service available as well as courtesy
phones in hallways.
Residence halls also have telephone service provided
for student use.
Information Technology also maintains the emergency
phone network located in parking lots and other campus
locations outside.
Long distance service is available for business use
to all departments.
Billing for business long distance is managed by
Information Technology and is automatically deducted from
the departmental account.
For personal long distance, Information Technology
can provide a Personal Identification Number (PIN) that
results in a personal bill sent to the individual for
payment. More information on this and the appropriate
paperwork can be found at:
http://www.etsu.edu/OIT/helpdesk/ldpin/
.
 Server
Support:
Information Technology maintains approximately 140 servers
for use by the university.
These are centrally administered, secured and
regularly backed up for the protection of university
resources. All
servers are housed in special facilities with a raised floor
environment, HVAC and power protection.
Some of the server support provided includes:
Web Support:
Information Technology provides server support for the web
server processing that goes on at ETSU. The university’s web
page
http://www.etsu.edu
is hosted by Information Technology.
This allows departments and office around campus to
have a secure, freely available web presence to the world.
Students, faculty and staff all have accounts and access to
GoldLink, ETSU’s secure self service web application.
This allows everyone to conduct much of the business
of the university online.
Access is available at
http://www.etsu.edu/goldlink.
Students and faculty members can develop personal web pages
and store those on web servers that are provided.
More information on these can be found at
http://students.etsu.edu
and
http://faculty.etsu.edu.
ERP Server Support:
Several serverse are dedicated to the Sungard Banner
Enterprise Resource Planning (ERP) system standardized
across the Tennessee Board of Regents for administrative
functions.
These servers are utilized to conduct university business
with the university community.
File and Application Servers:
Servers are also hosted by Information Technology for
students, faculty and staff to store documents from their
ETSU computers.
These documents are secured and are backed up daily.
Departmental Servers:
Many departments at ETSU have special needs requiring the
use of servers.
Information Technology hosts these servers in the server
rooms. This
allows departments to have their servers without having to
have specialized staff and accommodations required by
hosting a server environment.
Email Servers:
Information Technology owns and supports servers for email
for faculty and staff using the Microsoft Exchange email
system. Outlook
for Windows and Entourage for Macintosh are used as the
standard email client.
Every faculty and staff member is given an email
account automatically upon activation in the Human Resources
database. For
off-campus use, Outlook for Web Access (OWA) is provided.
This is accessible at:
http://mail.etsu.edu/
For students, Information Technology has partnered with
Google to provide the GoldMail email service.
Students automatically receive their account upon
their initial registration with ETSU.
GoldMail provides students with a powerful, easy to
use and transportable email system.
More information on GoldMail can be found at:
http://www.etsu.edu/oit/students/goldmail/.
Research Computing:
Information Technology hosts and supports the research
computing cluster for the researchers on campus.
The cluster consists of 128 processors on 64 blade
servers running Red Hat Linux and has a 4 terabyte SAN for
storage.
 Administrative
System Support:
As a member of the Tennessee Board of Regents, ETSU utilizes
the Sungard Banner Enterprise Resource Planning (ERP)
software for administrative functions.
This includes software for student services,
financial aid, human resources, financial accounting and
alumni services.
Information Technology works with the data custodians
of these applications to set up user accounts; schedule and
apply upgrades; conduct user training; implement new
functionality and assist in the creation of reporting needs.
More information on ETSU’s Banner implementation can
be found at:
http://www.etsu.edu/banner.
 Desktop
Computer Support:
Information Technology recognizes the need for adequate
desktop computing as essential in a university. To that end,
Information Technology instituted the Computer Replacement
Initiative (CRI) to free departments from the burden of
purchasing new computer equipment from departmental funds.
President Stanton has supported this initiative by
continuing to fund it annually.
All permanent faculty and staff positions are
allocated an OIT sponsored computer every 4 years.
The computer is installed with the latest versions of
software as is supported in the computer labs.
The replacement project is conducted in
January/February of each year with a project of
approximately 500 computers.
In August of each year, a smaller project furnishes
newly created positions with a new computer.
More information on the CRI can be found at links on
the Information Technology homepage at:
http://www.etsu.edu/oit.
The computers that are deinstalled are donated to ETSU’s
PASTA program.
PASTA refurbishes these computers, cleans the hard drive of
any data and software, loads a basic software package on
them and donates them to area public K-12 school systems.
More information on the PASTA program can be found
at:
http://www.cs.etsu.edu/pasta/index.php.
Every ETSU-owned computer is furnished with antivirus
software and all Windows based computers have patches
centrally applied to them to assure the security of the
university’s resources.
Departments that have additional computing requirements work
with Information Technology to determine the appropriate
hardware/software to meet their needs.
The university has standards that must be met to
provide better and more efficient support for the
university, efficient acquisition and the most
cost-effective pricing available.
More information on these standards can be found at:
http://www.etsu.edu/oit/standards/default.asp.
Personal Technology:
Information Technology acknowledges the need for the use of
personal technology by our students, faculty and staff and
work to assist with those needs.
There are several offerings that are available
including:
Antivirus:
Information Technology has leveraged our agreement with
Symantec to provide personal access to antivirus protection
on personally owned computers.
Each student, faculty and staff member can obtain a
copy of this antivirus product at:
http://antivirus.etsu.edu.
Microsoft Software:
Information Technology maintains an agreement with Microsoft
for their software on all university owned computers.
A part of this agreement allows students, faculty and
staff to purchase Microsoft software for personal use at a
discount. You
can find the software and purchase it at:
http://etsu.onthehub.com.
Personal Computer Purchases:
Students, faculty and staff can benefit from the
relationships Information Technology has built and get
access to special promotions from these vendors.
Those interested in a Windows-based computer can see these
promotions at:
http://www.dell.com/etsu.
Those interested in a Macintosh computer can visit
http://www.apple.com.
Once there, click on ‘Store’, then ‘Education Store’ and
‘Select your college’ to find East Tennessee State
University.
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