Associate Provost
Information Technology

ITSS – Information Technology Support Services - is the desktop support and network administration wing of the Office of Associate Provost for IT (AP-IT). The unit is located on the third floor of Tigert Hall and in the TNT/DCE offices at 1101 East Campus Office Building (ECOB) on Waldo Road.

• ITSS Announcements
• Help Requests

• I.T. User Satisfaction Survey - December 6, 2010
• I.T. User Satisfaction Survey - December 6, 2011

The AP-IT Help Request system is located at https://apps.dce.ufl.edu/itss/

This is the best way to contact our unit. We all have mobile devices and recieve email when we are available, wherever we are currently located. By sending a ticket all of us will receive the request, and the first person available will get back with you.

Office hours are Monday through Friday from 8 a.m. to 5 p.m., excluding holidays and other times during which the university is closed (ex: homecoming).

Units with ITSS-provided 1^st Tier help desk/desktop support can depend on ITSS for overall setup and support of computers, software, and attached devices (i.e. printers). Users may direct submit help request to ITSS, who will respond to those requests either remotely or in person as appropriate. Specifics of this service include:

• Security and updates
  • maintaining the patch level of the operating system
  • maintaining the virus definitions for the virus scanning system
  • updating software, as needed
• Hardware maintenance
  • hardware diagnostics
  • labor for the replacement of worn/damaged parts internal to a computer (cost of the parts are charged to the unit)
• Installation of computer peripherals
  • printers
  • keyboards/mice
  • desktop cameras for video conferencing
• Installation of Approved and Licensed Software
  • Microsoft Office
  • Adobe products
  • CNS required software
• Outage and Security incident response

More about types of help desk support >>

Mobile Devices

AP-IT can assist in the configuration of some UF email and networking resources for most devices, however we cannot provide full support for the constantly evolving world of mobile computing devices (iPhones, Droids, Evos, etc.).

Blackberries require a separate license for connecting to UF email that must be purchased and managed separately. AP-IT does not cover this additional cost, and it is up to the user's unit whether they will pay the additional fees.

At-Home Computers

In general, AP-IT does not make service calls to private residences, even for UF-owned computers.  It is the employee's responsibility to bring UF-owned equipment to campus when technical work is needed. 

The exception to this rule is the current Provost of the University (full title "Provost and Senior Vice President for Academic Affairs") and previous occupants of that position whom are still actively associated with the University; AP-IT will make service calls to these residences for UF-owned computers, if located within Gainesville or its immediate vicinity.

Automation Support

Services that automate the processes of: software installation, malware protection, and the management and updating of individual computers (laptops and desktops). This automation is currently provided for Windows clients; ITSS is working to increase automation services available for Apple and Linux clients.

• UFAD Group Policy, creation and maintenance, for:
  • access and security
  • network drive mapping
  • network print queue mapping
• ePolicy Orchestrator (McAfee Antivirus)
  • maintenance of virus scanning
  • notification of infections
• Systems Center Configuration Manager
  • software installation
  • remote tools
  • updating windows based machines with security patches and operating system features (i.e. Windows 7)
  • Operating System Deployment
• Print server

Network & Security Management

Management of file storage, UFAD accounts, Exchange email, and backup support for local help desk personnel.

• Security Response — ITSS will act as the local Information Security Manager (ISM) for the unit.
  • responsible for any security tickets opened with University of Florida Incident Response Team (UFIRT)
  • notification of Helpdesk support personnel of compromised machines
• User Management
  • creation of UFAD/Exchange accounts
  • management of "Network Managed By" (NMB) attribute in UF Identity Management
  • creation and maintenance of groups for security and resource access
• Back-up/restore
  • coordination with CNS for back-up and restore of files stored on network locations
• On-call consulting for local help desk technicians
  • during business hours
  • assumes help requests will come through local help desk personnel