The IT Coordinator acts as your technology ally, bridging the gap between day-to-day desktop support and complex systems administration. They provide expert guidance, project management, and assistance with IT-related challenges, ensuring your department runs smoothly. From helping with office moves to advising on technology planning, our IT Coordinator is here to enhance your overall tech experience. Additionally, they offer security consultations to keep your data safe and can assist with IT asset procurement. Tailored to your needs, our services are accessible through customized annual contracts, ensuring you get the support you need when you need it.
See below to explore all services and features. Please also review the service level agreement, rates/pricing, and the FAQ section.
Features
IT Professional Consulting
- Stop gap between Desktop Support and Systems Administration
- Project Management
- Systems Administration
- IT Support for Departmental Moves
- Technology Consultation
- Security Consultation
- IT Asset Procurement
- Assistance with Future Planning
Available to
IT Coordinator services are available to TRecs customers based on an annual contract customized to their unique needs.
Support
Technology Resources Provides:
General Services:
An IT Coordinator helps bridge the gap between systems administration and desktop support, offering a higher-level of support. Engaging with day-to-day operations, the IT Coordinator understands your business, providing guidance and recommendations. Serving as a project manager, they facilitate communication, act as the department's point of contact, and assist in project implementation (e.g., switch replacements, moves, or printer contracts).
Additional Services:
If needed, the IT Coordinator can serve as the Systems Administrator for server support, liaising with the University Data Center or ITS Server Support. They can participate in planned software updates or upgrades. Assistance with departmental moves includes coordination with renovation Project Managers, Networking departments, and ensuring VoIP phone setups. They can also contribute to research, development, and committee participation for department-wide applications. This includes:
- Providing IT-related information to vendors.
- Collaborating with vendors for hardware or software implementations.
- Assisting with licensing requirements, maintaining agreements, and suggesting cost-saving measures.
Security Consultation:
Technology Resources offers security consultation to ensure compliance with departmental security guidelines. This involves acting as a Technical Services Consultant for ISO or network-related inquiries and recommending necessary hardware and software for maintaining security levels (e.g., encryption requirements, vPro for zero-touch).
IT Asset Procurement:
IT Coordinators can guide hardware selection, ensure updates for new technology, and assist with recommendations based on department software requirements.
Customer/Client Provides:
To initiate TRecs Desktop Support Services – IT Coordinator, customers/clients may need to provide the following:
Specific Departmental Needs:
Clearly outline the unique needs and challenges of the department that require IT support and coordination.
Departmental Goals and Objectives:
Share the goals and objectives of the department to help the IT Coordinator align their services with the broader mission.
Project Details:
If there are ongoing or upcoming projects, provide details such as timelines, scope, and any technology-related requirements.
Office Move Plans:
For departmental moves, share plans and timelines to ensure smooth coordination for technology-related aspects.
Software and Hardware Requirements:
Clearly communicate any specific software or hardware requirements essential for the department's operations.
Security Guidelines and Compliance Needs:
Share any existing security guidelines or compliance requirements that the IT Coordinator should be aware of and adhere to.
Budget Constraints and Considerations:
If there are budget constraints or considerations, communicate them to ensure that recommendations align with financial parameters.
Licensing Information:
Provide details about current software licenses, agreements, and any licensing requirements for new software.
Preferred Vendors or Technologies:
If there are preferences for specific vendors or technologies, communicate them to guide the IT Coordinator's recommendations.
Communication Preferences:
Specify preferred communication channels and methods to ensure effective collaboration and timely updates.
Annual Service Level Agreement (SLA) Expectations:
Collaborate on developing an SLA that outlines expected services, technician availability, and response time requirements.
By providing these details, customers/clients can ensure a smoother initiation of TRecs Desktop Support Services, allowing the IT Coordinator to tailor their support to the specific needs of the department.
Expectations to Requested Service
What to Expect Time Frame:
Timeline expectations are based on the unique needs of the department and as specified in contractual agreements. Our standard hours of operation are Monday through Friday: 8:00 am to 5:00 pm (excluding holidays). Extended after-hours support is available only as negotiated in advance and contractually formalized.
For immediate assistance with installations, networking, connectivity, and basic troubleshooting, you may contact us directly at 512-232-5020. If the issue is not critical or time-sensitive, you may submit a ticket through ServiceNow by emailing TRecs-help@austin.utexas.edu.
When you call or email us, we make an assessment based on the information you have given us to determine the priority as listed below:
Special Instructions to Requesting Services
DSS develops Annual Service Level Agreements (SLAs) for each of our customer departments to specify services included customized to their unique needs, technician availability and response time requirements.
Our standard hours of operation are Monday through Friday: 8:00am to 5:00pm (excluding holidays). Extended after-hours support is available only as negotiated and contractually formalized.
For immediate assistance with installations, networking, connectivity, and basic troubleshooting, you may contact us directly at 512-232-5020. If the issue is not critical or time-sensitive, you may submit a ticket through ServiceNow by emailing trecs-help@austin.utexas.edu.
When you call or email us, we make an assessment based on the information you have given us to determine the priority as listed below:
| Priority Level | Description | Contact Method | Response Time |
|---|---|---|---|
| Critical* | A service, server, or business-critical computer is completely down. | 512-232-5020 | Within 2 hours |
| Urgent* | High-impact issue where production is severely impaired; or there is a significant customer issue. | 512-232-5020 | Within 4 hours |
| Important | Important issue that does not have a significant productivity impact; time-sensitive. | trecs-help@austin.utexas.edu | Within 24 hours |
| Routine | A repair, installation, or help that can be scheduled at a time that is convenient for the technician and the customer. | trecs-help@austin.utexas.edu | Within 48 hours |
| Planned | Large or medium-size effort needed to resolve; computer replacements; fleet management. | trecs-help@austin.utexas.edu | Within 7 days |
*For issues that are Critical or Urgent, please contact our Helpdesk at 512-232-5020.
Rates/Prices
All IT Coordinator services require a departmental assessment and pricing will be customized based on specific requirements, accompanied by a signed annual contract.
FAQs
Question: Are there any TRecs Desktop Support Services (DSS) Policies that I should be aware of?
Answer: See TRecs DSS Policies
Question: Where can I find TRecs DSS recommended hardware models and UT Contracted pricing?
Answer: For TRecs DSS recommended hardware models and UT Contracted pricing, you can refer to the following links:
Please note that due to fluctuating pricing and ongoing supply chain issues, the pricing provided at the links above are estimates only and may not reflect the exact pricing for current purchases. It's advisable to check for the latest updates and confirm pricing before making any purchases.
Additional Information
Billing for Services:
- Service contracts are invoiced/billed annually.
- Any additional services or items requested will be billed via IDT using UT Tracker.
Purchasing:
Purchase Order requests and UT Market orders are routed to BFS Purchasing. These requests require final departmental approval in FRMS.
DSS stock Items, such as hardware, batteries, and bulk-purchased software licenses, are billed via IDT using UT Tracker.
