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Desktop Support at the HSC

Desktop Support at the HSC. Dawn Anderson Technical Support Manager Computer Services, HSC Campus. Topics. HSC Virtual Campus Tour & Map HSC Support Departments Assigning HSC Tickets Key Contacts Questions. HSC Virtual Campus Tour. DT-LAN HSC DT-LAN Facilities. HSC Support Departments.

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Desktop Support at the HSC

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  1. Desktop Support at the HSC Dawn Anderson Technical Support Manager Computer Services, HSC Campus

  2. Topics • HSC Virtual Campus Tour & Map • HSC Support Departments • Assigning HSC Tickets • Key Contacts • Questions

  3. HSC Virtual Campus Tour

  4. DT-LAN HSC DT-LAN Facilities

  5. HSC Support Departments • Computer Services • School of Dentistry • College of Health Professions and Social Work (CHPSW) • School of Pharmacy Classroom Support • School of Medicine Application & Classroom Support • Library Support • Temple University Physicians (TUP) Support • TUHS Helpdesk & Desktop Support (2-7008)

  6. HSC Desktop Support Staff • Dawn Anderson, Technical Support Manager • Eric Johanson, Sr. Technical Support Specialist • James Mitchell, Sr. Technical Support Specialist • Shafiq Rahman, Sr. Technical Support Specialist • Harsh Patel, Student Worker • Remedy Queue = Yes

  7. HSC ISC Staff • Jennifer Ford, Senior Information Systems Training Specialist • Remedy Queue = Yes

  8. DT-LAN Facilities • Larry Banks, Sr. Technical Support Specialist • Facilities support for Main Campus and the HSC • Remedy Queue = Yes

  9. School of Dentistry • Carlos Echeverri, Director of IT • Jin Guo, Lead Software Developer • Remedy Queue = Yes • Office support • Classroom support • Application Support • CS – Cashier support

  10. School of Dentistry Classroom Support

  11. School of Pharmacy • Tuscanni Rodriguez, Technical Support Specialist • Remedy Queue = Yes • Classroom support • Application Support • CS – Office support

  12. Pharmacy Classroom Support

  13. CHPSW • Kendra Newman-Nelson, Director of IT • Afdel Whitfield, Senior Systems Administrator • Remedy Queue = Yes • Classroom support • Office support • CS - Office support assistance Health Sciences Campus 3rd Floor, Jones Hall3401 Ontario St

  14. CHPSWClassroom Support

  15. School of Medicine • Michael Seip, Technical Support Specialist • Rhashe Pannell, Technical Support Specialist • Remedy Queue = Yes • Classroom support • Conference Room Support • CS – Office support

  16. Library Support (Ginsberg Health Sciences Library) • Cynthia Schwarz, Systems and Technology Librarian • Amanda Havens, Technical Support Specialist • Remedy Queue = Yes

  17. Temple University Physicians (TUP) Support • Mike Boland, Technical Support Manager • Remedy Queue = No • TUP is the faculty practice organization of TUSM • HSC, TASB (3rd Floor only) and Satellite location support • Clients are University employees on the TUHS network and should contact the TUHS Helpdesk for support

  18. TUP Support Locations

  19. TUHS Support • Remedy Queue = No • Helpdesk number is 2-7008 • Helpdesk is located on 1st Floor of TASB • HSC & Satellite location support • TUHS Desk Side Support supports Health System employees including Temple Physicians, Temple University Health System's network of community-based physicians.

  20. TUHS Support Locations

  21. TUHS Machines IP Address begins with 10. They do not use their AccessNet name to log into the computer The domain is TUHS Machine name does not have departmental prefix Red desktop background with white Temple T that says “Temple University Health System”

  22. Check Domain TU TUHS

  23. Where should we assign tickets?

  24. Helpful Questions for Routing Tickets • Are you a TU, TUP or TUHS employee? • Is your machine on the TU or TUHS Network? • IP Address • Machine name • How do you log in? • Does username match AccessNet name? • Logging into TU or TUHS domain? • Where are you located?

  25. Ticket Assignments

  26. Health Sciences Center Campus Queue In addition to School of Medicine requests, anything that does not clearly fit into one of the previous categories should be sent to the Health Sciences Center Campus queue. (This should be a very small percentage of tickets)

  27. HSC Support Remedy Queues

  28. HSC Technical Contacts

  29. Documentation S:\Service Desk\HelpDesk\HSC Guide

  30. Questions

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