Enterprise Services

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