Who We Are
- We are a team of technology professionals committed to serving the programs, faculty, staff and students in the Division of Academic & Student Affairs.
What We Do
Our mission is to provide strategic, integrated, reliable, and secure technology solutions in alignment with, and support of, the division and its strategic goals.
- DASA Tech will provide strategic integration of technology into the operations of the division and each of its units.
- DASA Tech will maintain a sustainable, secure, compliant, robust and scalable technology infrastructure that ensures an efficient and consistent technology experience for all users.
- DASA Tech will provide leadership for the efficient and effective use of technology through education, training, and communication of best practices.
- DASA Tech will provide timely and efficient support in response to help requests, service requests and other activities impacting daily operations.
- DASA Tech will effectively communicate its operations, processes, and available resources to users.
How We Do It
Alignment with ITIL Framework
DASA Tech leadership committed in December 2014 to align unit operations with ITIL Service Management Framework, which is an internationally recognized set of best practices for IT service management. This framework is also incorporated into the design and delivery of ServiceNow, which is a suite of applications that includes incident and problem management for technology and other operations; ServiceNow replaced the Remedy call tracking system in March 2015. This alignment forms a strong foundation for the strategic planning effort and allows for maximum benefit of ServiceNow functionality. Likewise, this will allow for enhanced collaboration with the Office of Information Technology and other campus units who are increasingly using this framework.
Embedded, Strategic Support
Each unit has a tech support team member assigned to it. That person is physically located either within or as close to the department as possible. Each member of the tech team is tasked with understanding the organizations they support — their mission, how they function, their organizational structure, and the corresponding technical needs. Our hope is that units embrace them as quasi-members of the team, thus allowing us to truly anticipate needs, participate in planning, and more efficiently respond to help requests.
Embedded, strategic support only works if you have a back-up plan. That’s why each member of our tech team has a designated back-up techie, and that person gets several hours of training in the back-up area each semester. Protocols are in place to ensure that we can handle both planned and un-planned absences, resulting in minimal bumps in support when someone is out. This also provides on-going professional development for our team.
Continuity of Care
We are your one-stop shop for anything and everything technology related, from beginning to end. If we can’t solve the issue ourselves, we will consult with others as needed. If we have to put your problem into someone else’s hands, we’ll do that with a soft hand-off, continue to check in on the progress, and follow-up afterwards to make sure the issue is truly solved.
Documentation is at the core of operation. It underpins cross-support, best practices in security, disaster recovery and business continuity.
Supporting existing technology is not enough. We strive to understand your business processes and how new technology can make measurable changes to your organization and how you service students.
Our success depends on partnerships across campus — with the units with support in DASA, with the many units with the Office of Information Technology (OIT), with DE & Learning Technology Applications (DELTA), the Libraries, and with the tech operations in the various colleges that provide some services that we use.
Balance: Tactical Support ↔ Strategic Support
You can’t print! Gmail is acting weird! Smoke is coming out of the back of your computer! We are here to help, and our aim is to get to your immediate technical concerns as quickly as possible. But we do more than put out those technical fires. We want to prevent those things from happening by being proactive and strategic.
Balance: Productivity ↔ Security
Security of student data and other work product is critical. But so is each person’s ability to get their work done. So we will always try to find the right balance when implementing access and security protocols.
Balance: Fix ↔ Solve
When something “breaks” we will fix it. Sometimes that is all that is needed. However, our approach to support goes beyond merely restoring hardware or software to its normal function. Our goal is to figure out why the break happened, and preventing it from happening again — solving the problem so that your productivity is improved.
Balance: Individual Support Assignments ↔ Shared Cross-Support
Our goal is for each technologist to become a part of the team for the units she or he supports — truly part of that team. When they’ve been included in the departmental picnic, we’ll know we have succeeded! Having someone identified as your permanent support person allows that person to understand the departmental mission and business processes.
Balance: Wants ↔ Needs
“That Palm Pilot iPod iPad GalaxyTab SmartWatch is pretty sweet! We all need one! Or, wait, do we?” Our job is to make sure that you can make informed decisions about what technology will best suit your needs. We provide you information such as the costs of purchase, associated overhead for support, security implications, and assessment of functionality — everything you need to know to make a final decision about what will work best in your unit.