There are many departmental labs on campus. Primary responsibility for the technology in these labs belongs to the local Lab Manager or Systems Administrator. A lab is defined as 3 or more computers used by faculty, staff, or students for general use, research, in a classroom setting, or as a component of a class.

ITS will act as 2nd level support to the existing Lab Manager or Systems Administrator for any departmental lab. We are available to consult or to help with significant problems. We are not available to provide basic and routine service, maintenance, troubleshooting to lab machines as this is the role of the local Lab Manager or Systems Administrator.

ITS expects that the Lab Manager or Systems Administrator will be fully capable of installing any software, providing network connectivity, new computer setup, updating virus protection, printer installation and troubleshooting, and basic troubleshooting. If these expectations are met, departmental labs should be near self sufficient. For labs that do not lave a 1st tier support staff (Lab Manager or Systems Administrator) and require ITS to provide 1st tier support, those support calls will be handled on an as available basis and will not receive priority attention.

Any calls for 2nd tier support should be include detailed information about the troubleshooting steps already taken and include complete contact and location information, and Lab Manager or Systems Administrator availability.
It is strongly recommended that ITS be given key, keypad or card swipe access to any lab for which support is provided. This is necessary to ensure our ability to respond to urgent problems or problems for which ITS must respond after hours or when the Lab Administrator or Systems Administrator is unavailable.

For help with your lab, please contact the ITS Helpdesk at 7-5898 or email researchsupport@ase.tufts.edu.