University of Oregon
School of Architecture and Allied Arts

Scope of Service

Last updated April 26, 2013 (reviewed at least annually)

MISSION:

A&AA Technology Services provides technology services to students, faculty, and staff in the School of Architecture and Allied Arts and its affiliated institutes that does not fall under the scope of centralized services offered by UO Information Services.

STAFF AND CUSTOMER BASE:

Technology Support is accomplished with 3.5 full time staff, 4-6 student Help Desk employees, and 8-10 Output Room student employees. Full time staff consists of one director, an Output Room manager, a lab manager/system admin, and a .5 full time IT consultant.

Our customer base consists of roughly 85 tenure-related faculty, 60 adjunct faculty, 35 staff and officers of administration, and 1700 majors. We also support about 30 customers in grant-funded institutes and 15 customers in the University Campus Planning and Real Estate office.

A&AA Technology Services supports upwards of 550 university-owned computers, 100 university-owned printers, as well as equipment owned by individual students, faculty, and staff.

HOURS OF OPERATION:

The Help Desk hours of operation for support are from 8 AM to 5 PM, Monday through Friday. We provide support in person, via the web, via e-mail, and over the phone. We accept walk up customers between the hours of 10 am to Noon and 1 pm to 3 pm  in LA-282.

The Output Room hours of operation are as follows:

Fall, Winter, and Spring Terms:

Monday - Thursday: 9 AM - 10 PM
Friday: 9 AM - 5 PM
Saturday and Sunday: Noon - 6 PM

Review Week

During review week (which typically starts 1 week before finals week), the output room operates with extended hours. Look for information at the A&AA Output Room regarding changes to hours of operation during review week.

Summer and Between Terms:

Monday -Friday: 10am - 2pm
Saturday and Sunday: Closed

A&AA PORTLAND SUPPORT:

Support for A&AA in Portland is provided by the UO Libraries' information technology staff at UO Portland. A&AA Technology Services works in consultation with the UO Portland IT staff, with the UO Portland IT staff serving as the initial point of contact. The Output Room at UO Portland is run by the UO Portland IT staff.

FACULTY/STAFF SUPPORT:

A&AA Technology Services will do everything in our power to support the technical requests of A&AA Faculty and Staff as outlined below in our Hardware and Software Support sections.   Equipment and software should be owned by the University.  For personal equipment, we will provide consultation and basic troubleshooting.  However for major repairs on personal equipment we reserve the right to direct faculty/staff to the IS Repair Shop in 151 McKenzie.    

STUDENT SUPPORT:

A&AA Technology Services is happy to provide consultation and basic troubleshooting support for student owned laptops and software related to their educational pursuits.  

Please Note:  Due to legal and staffing constraints, the AAATech Help Desk is not able to do hardware repair, operating system installs including Bootcamp Windows installations, or any support that involves opening up a student computer.   We reserve the right to direct students to the IS Help Desk and Repair Shop in 151 McKenzie, as they are able to offer that level of support.   

HARDWARE SUPPORT:

A&AA Technology Services supports the following University-owned hardware:

  • Computers

    • Apple iMac Workstations
    • Apple Mac Mini Workstations
    • Apple Mac Pro Workstations
    • Apple MacBook Laptops
    • Apple MacBook Air Laptops
    • Apple MacBook Pro Laptops
    • Dell Latitude Laptops
    • Dell OptiPlex Workstations
  • HP LaserJet Printers
  • University-funded mobile devices

Please Note:

Hardware must be no more than 6 years old to qualify for support.

A&AA Technology Services will give a best effort on other makes and models of computers.

For non-University owned hardware support, customers should bring equipment to the A&&A Help Desk for consultation. In most cases, A&AA staff will direct customers needing hardware repair to the Information Services Repair Shop located at 151 McKenzie Hall or to the manufacturer.

SOFTWARE SUPPORT:

Software support consists of basic installation and troubleshooting for operating systems and standard academic software that is licensed to A&AA or the University of Oregon. Non-standard or individually owned software will be supported on a “best effort” basis.

A&AA Technology Services supports the following Operating Systems:

  • Mac OS X 10.4 +
  • Windows XP Professional
  • Windows 7 Professional or Ultimate
  • Windows 8 Pro (best effort)

Please note that A&AA Technology Services staff is not trained to be experts in using the many software applications that are available to students and staff. However, we will give our best effort when asked for assistance.

COMPUTER LAB SUPPORT:

A&AA Technology Services operates and manages several computing lab spaces on the Eugene campus. Access to these labs requires an access code which can be obtained via department offices or from class instructors.

A&AA Supported Labs:

  • DCL Lab (LA-282)
  • A&AA Kiosk (LA-281)
  • Mezzanine Lab (LAM-283)
  • Hendricks Lab (H-21)
  • Millrace 113/113A

Labs operated by the UO Libraries:

  • McKenzie 101
  • Klamath B13/B26

More information about Lab Support can be found here.

VIRUS/MALWARE REMOVAL:

A&AA Technology Services requires that the University’s centrally managed version of McAfee Anti-virus be installed on all University-owned Windows computers. Virus and spyware removal support is available for University-owned equipment only. Due to the length of time required to clean infected systems and the possible loss of data, A&AA Technology Services reserves the right to direct customers to the Information Services Help Desk for assistance.

TECHNOLOGY PURCHASING:

All purchases of university-owned technology equipment and software must be reviewed by A&AA Technology Services prior to purchase in order to guarantee support.

Once reviewed, A&AA Technology Services and Fiscal Services will work with you to submit and track purchase orders.

OTHER SERVICES OFFERED:

• File server administration, including temporary course folders and permanent fee based storage.
• Software license server management.
• Management of the A&AA Technology Inventory database and web site.
• E-mail list management for school and departmental e-mail lists.
• Video Conferencing scheduling of the mobile Tandberg Unit.
• Troubleshooting of network and communication problems.
• Disposal of surplus computer hardware.
• Technology support for special projects and events within the school.

A&AA OUTPUT ROOM SERVICES:

The A&AA Output Room provides digital imaging services to the School of Architecture and Allied Arts and to the university community.

More information can be found here.

UNSUPPORTED SERVICES:

Due to limited staffing resources, A&AA Technology Services is unable to provide the following:

• Off-campus support
• Software instruction or training
• Support for printers lacking wired Ethernet connections
• Website or database administration

For centralized support offerings such as Webmail, Banner, Software Site Licenses, etc please consult the Service Directory on the UO IT website.

Copyright© 2011. School of Architecture and Allied Arts, University of Oregon.

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