What is the IT Support Project? (Please describe what the project does or what your job assignment is.)
The IT support project provides Computer, Audiovisual, and Telephony support for the Center. If it has a cord or a battery, then the IT support department is your place. We advise on new computer purchases, request UNL e-mail accounts, and setup computers and software. We customize and deploy our Operating System images in-house, and we use WPKG to deploy most software to computers in-house as well. Additionally, my staff customizes one-off installs of several software packages, including Adobe products. If you are having trouble with your computer, your smartphone, or just about any other piece of technology, the IT support department can assist.
Who are the members of the IT Support project? (Please provide a job title and brief description of what they do.)
The IT Support Department's first line of support consists of Siddhartha Gandha and Sampashree Nayak. They are both graduate students with the University's Department of Computer Science. If you are experiencing a problem, they are the first contact. Many times they can fix the problem, but if they cannot, they refer questions to me.
When did the IT Support Project begin, and how long is it for?
The IT Support Project started around 1997. I was hired to be a web developer for the NNCF project, which has grown over the years to be the Answers4Families Project. At the time Desktop support was really up to each individual. They were responsible for their own computers, and some of the more handy staff like Jeff Chambers and Gregg Wright would provide support when asked.
What inspired this project, and how has it evolved?
The inspiration came out of necessity. As computers and especially the Internet became more of an integral part of everyone's day-to-day life, there were challenges that needed to be addressed. Since I was already informally providing support, the decision was made by Kathy Olson and Brian Wilcox to formalize the arrangement. Over the years the project has continued to evolve. Smartphones, VOIP technology, satellite offices, and remote workers have all added different challenges and aspects to the job.
Any challenges in the project?
I think every day has its own unique set of challenges. Technology is a fast-moving game, so trying to stay abreast of all of the changes that might be relevant for the future can be very difficult. There are a lot of products and technologies that are hyped all of the time (Anyone remember Network Computers? How about netbooks?) and deciding which technologies are hype and which will continue to be relevant into the future can be difficult to discern. Additionally, actual hardware and software problems can be difficult to pinpoint and fix. The most frustrating part is when a vendor (Adobe, mainly) is not responsive to problems with their software. Keeping technology running smoothly and keeping everything updated so that it is safe from external threats is challenging as well.
What’s the most exciting or best part of getting to work on or being part of this project?
I would say that there really are two "best parts" of the job. Everyone at CCFL is very professional and very easy to work with. They make the job an enjoyable experience. The second best part of the job is the feeling of accomplishment after overcoming a challenging problem.