Division of Administrative Services

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Contact Information

Mailing Address

2225 E. San Ramon
MS MF93 Fresno, CA
93740-8029

Office Location

McKee/Fisk Bldg, Room 137 MAP

559-278-3923

IT Reorganization FAQ

Information Technology Services this summer underwent a reorganization that addressed budget challenges and, at the same time, adopted the best long-term practices and structure to effectively deliver IT services. For more information regarding the reorganization, please visit http://www.csufresno.edu/President/IT-Reorganization05-27-10.pdf.

For some of you, there is no change in how you request assistance. For others, change has already happened or could be on the way. In all phases of our transition, we're committed to working together to serve you better. Our aim is that your request is given the most effective response from our team of knowledgeable staff and central office resources. For information on how your specific college, school or division has asked us to process requests, please click: https://help.csufresno.edu.

We hope that we can answer some of your questions with information in this section of Frequently Asked Questions (FAQ).

Q. How do I now request services?
A. The answer depends on where you work on campus:

  • If you work in administration, the way you request services remains the same.
  • If you work in three specific schools, changes have been made to your procedure. The three schools are the Craig School of Business, the College of Science and Mathematics and the Jordan College of Agricultural Sciences and Technology. Their calls for service are made directly to our Help Desk, and we're working closely with these schools to handle each request as effectively as possible.
  • If you work in any of the other schools or colleges, change could be coming. However, for now, the way you request assistance has not changed.

Q. Why make these changes?
A. We believe this procedure ensures that each request is routed the right way to get the job done. For example, the Help Desk may be able to immediately resolve an issue by using troubleshooting techniques. If not, the Help Desk will assign the request to an IT staff member best able to address the matter.

We still are focused on placing our staff in the best positions to respond quickly. Each college and most divisions will, in fact, continue to have an IT Liaison. What's more, these liaisons will be supported by resources in our central office, such as Desktop Services staff members.

For a list of the IT Liaisons and their areas, please click on https://help.csufresno.edu.

And, as always, you can ask for help or report an incident by calling our Help Desk at 278-5000, or going to our Web site at https://help.csufresno.edu. Just remember: “Call or Click for Help.”

Q. What services are available from central IT?
A. It is a lengthy list that includes Microsoft applications and systems, Blackboard, PeopleSoft and other applications, licensed software and other services that are compatible with our network and receive campus support. You can view the complete list at https://help.csufresno.edu/compatibility/index.php.

Q. What technical services are available?
A. We have three primary levels of support that you can view at http://csufresno.edu/its/services/support.shtml.

Q. Will I, or my department, have to pay for services under this reorganization?
A. First, there are many services that you can use at no charge. You have access to our Help Desk as well as network service and support. You can use computer services, such as Blackboard and PeopleSoft. We also give you access to centrally licensed software. We provide anti-virus software and wireless Internet access as well as smart classroom technology in all centrally allocated classrooms and we provide desktop support for Fresno State personnel designated as state employees. You can check out our list of services at https://help.csufresno.edu/compatibility/index.php.

Here is what you already pay for: a monthly charge for phone services that include local calls, unlimited domestic calls and long distance. There is a fee if additional wiring needs to be installed for a service that you request. Should this be necessary, we would give you a price estimate before any work started. You can view telephone rates by clicking: http://csufresno.edu/its/faq/rateFAQ.html.

In addition, Fresno State personnel who are not designated as state employees are charged for desktop support and pay a monthly fee for network service.

Q. I have a grant or foundation funding to purchase technology. Is there anything I should consider when budgeting for technology or buying equipment?
A. The university buys large amounts of standard equipment, which results in significant discounts. You benefit when you submit your purchases through the Procurement department and receive volume discounting on most standard pieces of equipment.

Fresno State has agreements with Dell and Apple, and both companies provide additional discounts. We not only have staff certified to service Dell and Apple systems, but we also can get quick response from staff familiar with these systems and from the companies themselves.

Making these kinds of purchases through Procurement gives us an advantage in product reliability and keeping maintenance costs down. We also make sure the computers we purchased are equipped at a business-grade level for better performance. You can consult with your IT Liaison about what to consider when you're budgeting for technology or planning to buy equipment.

Q. What software can I obtain through central IT?
A. We have an array of software that you can view at https://help.csufresno.edu/content/software.php.

Q. Does the university support the use of Windows 7?
A. Yes, the university does support that operating system.

Q. Can I get a faculty laptop if I'm not a full-time faculty member?
A. No. They are only provided to full-time faculty. Other computer resources may be available to you. Please check with your IT Liaison to explore your options.

Q. What support can I obtain for my personally purchased computer?
A. The Help Desk can assist you, if the services are needed for work related to Fresno State.

Q. Why can't a support person come to my house?
A. All support personnel are paid by the state and cannot provide personal services in the course of their normal work activities.

Q. Who should I contact if I need support for a service that isn't provided by central IT?
A. You can first contact the Help Desk or an IT Liaison. They will want to know if you are just making an inquiry or an actual request. If it's a request for a new technology, we will review it.

Q. How do I get help for a lab, or let someone know that there is a problem in a lab?
A. Each school or college manages its computer labs differently. We suggest you call the Help Desk, and they will put you in touch with the appropriate resource.

Q. How do I report a problem when the Help Desk is closed?
A. If it is an issue that is specific to you, we ask that you leave a message with the Help Desk, or submit your problem online at https://help.csufresno.edu/index.php . We will see it the next business day and respond. However, if it is an urgent matter that is affecting the entire campus, please call the campus police department at 278-8400.

Q. How can I request technology assistance in the classroom, such as help with a projector or using my laptop in the classroom?
A. You can call Classroom Video Services at 278-2674.

Q. I'm buying a cell phone. Can you give me advice on which one to purchase?
A. If you're talking about a smartphone, most of them can integrate with university applications. However, these types of phones change rapidly, so we suggest that you review the information provided by the Help Desk at https://help.csufresno.edu/facstaff/collaboration/mobile/index.php or call your IT Liaison before purchasing your cell phone.

Q. Can I receive support service for my cell phone?
A. Please refer to question above and refer to this link, https://help.csufresno.edu/facstaff/collaboration/mobile/index.php.

Q. How do I find out what policies affect my use of technology through Fresno State?
A. There are numerous policies that cover different areas. These include acceptable use; minimum security baseline; network and connectivity; and data handling standards. You can view the policies at http://csufresno.edu/its/policies/index.shtml.

Q. How do I check the status of my request?
A. You can call the Help Desk, at 278-5000, for the status of your request. We hope in the future to offer a tool that will let you check the status of your request online.

Q. Who should I contact if I am not satisfied with the service that I am receiving?
A. Please visit us at https://help.csufresno.edu for the steps available to you. If you go through this process and still are not satisfied, you can contact our ITS ombudsman Filomena Fagundes at 278-1889.

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