formerly University of Missouri-Rolla
Desktop Support Sub-Stations

Click the image below for a larger version:

 

 

Name / Team
Phone #
Email Address
North Team (Blue)
Dan DeNise - Lead
341-6093
Jeff Spencer
Randy Haffer

Parker Hall, Library, Fulton Hall, Missouri S&TR, Chancellor’s Residence, Electrical Engineering, Computer Science, Materials Research Center, Engineering Research Lab, Physical Facilities (including vehicle shed)

West Team (Yellow)
John Luther - Lead
341-6840
Marti Hanner
John Petrikovitsch

Mechanical Engineering, Harris Hall, Power Plant, McNutt Hall, Bureau of Mines, Multipurpose Bldg, Havener Center, Engineering Mgmt, Humanities, T.J. Hall Offices, Quadrangle Offices, Compressible Flow Lab, Solar Car Team Bldg, Campus Support Facility, Golf Course, Missouri Enterprise, Experimental Mine, Rock Mechanics, Res. College Offices, Temporary Research Facility
South & East Team (Red)
Brian Swift - Lead
341-4144
Todd Hartman
Ray Morgan

Schrenk Hall, Castleman Hall, Physics Bldg, Civil Engineering, Basic Engineering, Norwood Hall Murry Appt. Offices, Pine Box, Student Health, Multicultural Center, University Center East, Rolla Bldg, Hypoint Research Facility


In order to provide better service to the campus, IT has created Desktop Support Sub-Stations, represented by the three colored areas on the map above--blue, yellow, and red.

What is a Sub-Station?

  • A sub-station is a team or partnership of Desktop Support Analysts who are aligned to support a specific subset of the Campus.
  • Each sub-station consists of at least three team members.
  • Sub-stations may be a physical location where each team member is located or a sub-station may be a centralized lab or, until a physical space is built, sub-stations may be completely virtual.
    • In other words, the team members may be in three separate locations.
  • In all three scenarios, team members work together to ensure the work is completed.
  • IT's ultimate goal is to have a physical space for each sub-station. Plans are in progress to make this happen.

What is the purpose and benefit of Sub-Stations?

  • Increased knowledge sharing amongst sub-station team members.
  • Increased backup for the various areas. This will ensure that one person does not have all of the knowledge for a given technology or given area in the event they are out of the office or are otherwise unavailable.
  • Localized storage of special tools and spare parts.
  • Localized leadership. Each sub-station has a team leader who will have responsibility for operational questions such as “What should I do to fix this issue?"

Who do I contact if I have a problem with the service in my area?

Contact the Help Desk at 341-HELP or via an online Help Request. The Help Desk will assign the ticket resulting from your request for assistance to the appropriate sub-station team.

How do I reach someone in a Sub-Station?

  • Sub-station Team members are mobile and are not always in one location. The best way to have your issue addressed in a timely manner continues to be contacting the Help Desk at 341-HELP or via online Help Request.
  • The Help Desk will notify the sub-station team members as appropriate in order to address the issue.

When does this "go-live" and what changes will I notice immediately?

  • Sub-stations will be implemented at the beginning of the Spring Semester 2007.
  • Initially, you may occasionally see other sub-station team members if they are available to address your issues. You may also see other team members as they are brought up to speed on custom or specialized configurations. This will ensure the level of support does not drop off when one of the team members is unavailable.
  • Your main support professional will not change but this alignment will allow IT to better address ebbs and flows in work volume and to resolve your support requests in a more timely manner.

IT values its relationship with students, faculty, and staff. Many recent changes and improvements in service have been the direct result of customer feedback. If you have further questions or would like to provide feedback, please feel free to contact the Help Desk at 341-HELP or through an online Help Request.