Office of Information Technology Functional Areas

Administration and Support

The Administration and Support area support the mission of the Office of Information Technology by providing assistance to the Assistant Vice-Chancellor/Chief Information Officer in meeting the technological needs of its constituencies through data, security, content management, clerical support, internal controls and office management.  This area includes the Administration, Internal Controls and Administrative Support units. Other responsibilities include: 

Administration Unit

  • provides technology leadership in the daily operation of all OIT unit areas responsible for the annual development and financial management of departmental activities
  • enforcement of departmental policies and procedures
  • approval of the forecast of departmental funds needed for staffing, equipment, and other procurement
  • management of department expenditures and other budgetary affairs as appropriate
  • project management
  • analyzing, monitoring and distributing IT staffing resources
  • enterprise forecasting
  • supervising the planning, implementation, operation and support of the College’s administrative information systems
  • contributing in the formulation of College strategic goals
  • analyzing and re-working existing department business processes

Administrative Support

  • provide support in the establishment, planning, analysis and implementation of office policy and procedures
  • provide leadership in the effective handling of day-to-day operations
  • prepare drafts and final correspondences and reports for Assistant Vice-Chancellor/Chief Information Officer review and approval
  • lead and direct the work of others and provide training in areas identified by the Assistant Vice-Chancellor/Chief Information Officer

Data Security Analysis

  • management of end-user accounts and passwords
  • management of mainframe software application security files
  • overseeing departmental facility and key control
  • annual review and maintenance of IT Security policy
  • maintaining the IT disaster recovery plan
  • perform annual updating and expunging of security files 

Business Operations

  • responsible for budget and procurement (purchases, invoices, receiving, hardware and software maintenance agreements, etc.)
  • coordination  of departmental contractual services 

Daily Management and Oversight

  • New duties and responsibilities entail supervision of the following OIT units: Network and Communication Services, Client Support Services and Information Management.

Clerical Support Unit

  • providing clerical and routine office support to the Assistant Vice-Chancellor/Chief Information Officer
  • handling scheduling and management of appointments, conferences, and the like for the Assistant Vice-Chancellor/Chief Information Officer
  • providing support and management of payroll, personnel and travel matters to departmental teams
  • creating and maintaining the OIT departmental files 
  • development and maintenance of policy and procedures manual

Information Management (formerly Applications Programming)

The Information Management area supports the mission of the Office of Information Technology by providing full life cycle systems development of mainframe and distributed applications in support of the user community.  The Information Management area: 
  • assists cross-campus departments in developing new software or modifying existing software for institutional uses
  • provides software development, maintenance, and technical support of the College’s administrative systems (including Banner)
  • maintains the database environment in which the software applications operate
  • generates reports and data extractions for the user community
  • develops and maintains interfaces to third party products
  • coordinates the transition of new applications into a production environment
  • maintains systems documentation in accordance with established application programming standards and guidelines
  • manages special projects such as the Banner data migration 

Development

  • provides information development (report writing, data extraction, script and interface updates) for the user community 

Data Support

  • provides data support (import and export of data, job scheduling, job execution) 

ITSM and Business Automation Services

The ITSM & Business Automation Services area is responsible for the administration of the college’s Information Technology Service Management (ITSM) platform and project management services. This area manages: 
  • administration, management, and maintenance of the ITSM platform service catalog and incident reporting
  • monitor and automate system workflow(s)
  • develop and maintain system forms
  • administration of change ITSM change management, asset management, and employee self-service portal
  • Serve as a project business analyst between OIT and Users on requested projects by gathering business requirements, aligning OIT services with requirements and stakeholder needs, assessing the business model and its integration with technology  and devise scalable, robust, cost-effective and innovating approaches to meet project requirements.
  • Communicate project status with stakeholders and OIT Administrators; prioritize project work with day-to-day operational tasks, develop a testing plan, build or update documentation of standard processes and procedures, knowledge transfer, if applicable, and user approval. 

Client Support Services (formerly User Support Services)

The Client Support Services area supports the mission of the Office of Information Technology by providing Information Center and Help Desk call support, desktop problem resolution services, configuration management and asset management for the user community of the College.  This area now includes the Information Center unit. The Client Support Services area:
  • manages OIT Help Desk online requests (Tier 1 Helpdesk support)
  • provides college-wide support services for end-user requests for installation, troubleshooting and repair services for workstations, software, printers and other hardware peripherals (Tier 2 Helpdesk support)
  • assists with student registration hardware setup
  • coordinates and manages OIT annual property inventory census
  • provides Microsoft Office software distribution for faculty and staff home usage
  • schedules and dispatches technicians as required for end-user services
  • provides specifications for hardware and software procurement
  • provide desktop management, antivirus software, software center configuration management (SCCM), network access control (NAC) and software deployment (Tier 3 Helpdesk support)
  • responsible for asset management 

Information Center Unit

  • answer phones and handle callers' inquiries
  • updates the online telephone directory database
  • provides internal and external directory assistance information to individuals, faculty/staff and students
  • documents incoming reports of telephone system problems and notify the appropriate technicians
  • provides support for research initiatives including conducting phone surveys and compilingdata/results
  • provides support for communications initiatives including follow up calls for events, special initiatives, i.e. fund raisers, crisis communications, etc. 

Network and Communication Services

The Network and Communication Services area support the mission of the Office of Information Technology by providing proactive monitoring and management of network resources, and infrastructure for  an environment that is reliable, secure, and performance worthy to meet the needs of the College.  This area  is also responsible for the oversight of all college-wide telephony capabilities. This area includes the Networking and Telecommunication units.  The Network and Communication Services area: 
 

Networking Unit

  • oversees the daily operation, installation, and maintenance of the College’s computer network servers and system software
  • ensures the integrity and availability of network systems
  • provides network and infrastructure design and maintenance
  • provides server hardware and software administration
  • manages internet connectivity, firewall, and anti-virus protection
  • manages all wireless access points, routers, and switches
  • responsible for asset management

Telecommunications Unit

  • manages the operation of the College’s voice and data infrastructure
  • supervises the installation, maintenance, and distribution of all telecommunication systems, devices, features, fiber optics, copper cabling and wiring for the College
  • handles end-user requests for voice and data cabling