Since year 2001, ITS has been providing support for faculty using technology in the classroom. This support is provided as outlined below.

Levels of Support
Two levels of support for classroom technology.

• Level 1:
  The first level will apply to classrooms that have no departmental or building based support infrastructure. In this case, ITS will be the first line of support. Problems and questions should be sent directly to the ITS HelpDesk at ex. 7-5898 or the HelpDesk Mailbox.
• Level 2:
  For classrooms that have a support structure in place, ITS will provide 2nd level, or backup, support. Problems or questions should first be sent to the departmental or building based support staff. Those individuals, when necessary, will contact ITS for 2nd level support.

Classrooms Covered
Classrooms falling into Level 2 are as follows:

• All classrooms in Olin
• All classrooms in Anderson Hall
• All classrooms in Halligan Hall
• All classrooms in Tisch Library
• All classrooms in Pearson
• All classrooms in Barnum
• All classrooms in 4 Colby St.
• All classrooms for which there is a support structure in place

All other ASE classrooms are considered Level 1 including those classrooms equipped with mobile computer carts. Also, any classroom considered a lab is not considered a classroom in this context and is not applicable to Classroom Technology support. ITS Lab Support Policy would cover this situation.

Nature of Support Provided
ITS will provide support for classroom as follows:

• Responding to faculty problems with fixed and portable IT in the classroom.
  Work with faculty, facility curators and other support staff to resolve user problems with classroom technology.
• Ensuring the Mobile Technology Carts are properly working.
  Perform monthly routine maintenance, troubleshoot problems, work with vendor toward problem resolution.
• Training faculty on the use of IT in the classroom.
  Perform training sessions upon request about using the carts, classroom technology in general and using technology in ITS labs.
• Tracking and publishing facility status.
  Create web site dedicated to explaining classroom technology in ASE, noting the state of technology in ASE classrooms, the status and condition of equipment, necessary steps to using technology in classrooms, etc.
• Creating and publishing documentation.
  Create and maintain web documentation about using technology in ASE.
• Coordinating with facility curators.
  Work with facility curators and other support staff in ASE to maintain equipment, schedule routine equipment checks, and log problem calls with vendors.
• Managing facility IT enhancements.
  Work with vendors and facility curators to introduce new equipment/technology to ASE classrooms.
• Creating some level of consistency among facilities in terms of policies, documentation, etc.
  Create, to the extent possible, a similar user experience in each ASE classroom by creating consistent documentation, policies, and purchasing guidelines.
• Creating a support structure among other facility and IT staff on campus.
  Meet with facility curators and other support staff routinely to exchange ideas and information.
• ITS Support Standards will apply to Classroom Technology Support when applicable.
  Hardware and software standards, service metrics and standards that apply to desktop support also apply to classroom technology support.

This support does NOT include the following:

• Loaning of computers or projection equipment.
• Providing immediate response or on-the-spot support.
• On Call support for off hours presentations, lectures, etc.
• Support for visitors requiring presentation equipment.
• Acting as primary contact for vendor relationships and communication in Level 2 facilities.
• Supporting departmental mobile equipment - though as resources permit, ITS will assist in this regard.