Enterprise Services

Enterprise Services consists of the on-site, classroom, and faculty technology support teams. These teams provide a high level of support for instructional and research technologies, video conferencing, and faculty and staff technology support.

    Academic Information Technology Services

    AV Install Advisory Services:

    • Connect Tulane department with Tulane recommended AV vendor and participate in initial site survey
    • Provide customer with a self-service project checklist
    • Recommend Tulane AV and computer equipment standards
    • Assist client in reviewing AV and related proposals and provide feedback

    Classroom Equipment Lending Services:

    • Respond to faculty requests for portable AV equipment to be delivered to classrooms
    • Schedule delivery of AV equipment and computer resources to be delivered by staff or student workers
    • Maintain and support classroom equipment lending inventory
    • Train faculty or TA's on use of video cameras, microphones, and other lending equipment as needed.

    Classroom Support Services:

    • Rapid response technology support to faculty teaching in Uptown General Pool and SOM Classrooms
    • Monitor classroom Helpline and ServiceNow ticketing system for emergency and non-emergency requests
    • Maintain and support Extron Global Viewer Enterprise (GVE) classroom remote management system
    • Conduct proactive maintenance of classroom AV equipment and respond to automatic equipment alerts before they affect classes – minimizing classroom downtime
    • Evaluate and test new presentation technology to stay on top of industry trends

    Enterprise Videoconferencing Services:

    • Maintain and support Tulane's videoconferencing infrastructure and IT videoconferencing room systems
    • Perform test calls with IT systems and other Tulane entities
    • Support Tulane's Zoom/BlueJeans videoconferencing instance
    • Perform proactive maintenance on IT videoconferencing room systems

    Public Computing Services:

    • Support the student computer labs on Tulane's Uptown and School of Medicine Campuses
    • Procure, image, and deploy new computer equipment in IT labs
    • Perform periodic maintenance on the lab computers, including hardware maintenance, scripted installs of software updates and also software license renewals
    • Maintain and support the KACE software deployment and imaging system for IT lab and classroom computers. Build packages and computer images.
    • Support IT-operated classroom computers (lectern and student machines)
    • Promote Tulane computer equipment standards to other individual departments

    Software Licensing Support Services:

    • Respond to software licensing tickets directly or escalate to the appropriate group
    • Build software install packages for customers requesting Adobe CC lab computer license
    • Provide Tier 2 support for software licensing issues escalated from Service Desk

    Student Printing Services:

    • Maintain and support the back-end Pharos Print Management System, Print Release stations, and MobilePrint service
    • Provide first line of support for IT operated computer lab printers (restock paper, clear paper jams, etc.)
    • Act as a liaison between Tulane Document Services and Card Services for IT lab printer service issues

    Student Worker Supervision Services:

    • Hire, train, supervise, and mentor student employees
    • Ensure student worker schedule is filled and service points are fully staffed
    • Review student time cards

    IT Classroom Project Management Services:

    • Identify General Pool and School of Medicine classrooms to target for upgrades
    • Meet with AV vendors, Facility Services, and Network Services for site surveys of IT operated spaces
    • Review AV proposals and submit order requests
    • Schedule AV vendors once work is approved and payment paperwork is submitted

    Other Advisory Services

    • Refer Tulane entities to 3rd party AV support vendors for special events, videotaping, and live streaming requests
    • Advise Tulane customers on print release station installs
    • Advise customers on videoconferencing room installs