Departmental Network Support Services Responsibilities
All network-related issues should be communicated through the assigned Departmental Network Liaison (DNL) or the department’s helpdesk and EITS.
The DNL is responsible for:
- Ensuring all issues are reported to EITS in a timely manner, with clear impact statements to support proper prioritization.
- Reporting all network-related issues, as well as requests for data jack moves, additions, or changes through TeamDynamix to ensure proper resource allocation and tracking.
- Communicating any specialized network requirements for departmental users (e.g. research environments, instructional needs).
- Notifying EITS of periods when network availability is critical to academic or operational success (e.g., exams, high-profile presentations).
- Escalating unresolved network service issues to EITS Network Support Services leadership when resolution is not occurring in a timely and appropriate manner.
- Informing EITS of any building maintenance or construction activities that may affect network infrastructure (e.g. power outages, HVAC issues, data closet integrity).
- Funding additional switching and wireless infrastructure required due to room reassignments, new labs or classrooms, or departmental renovations.
- Ensuing capital construction and major renovation projects include funding for required network switching, wireless infrastructure, and related costs.
EITS Network Service Program Responsibilities
EITS will:
- Respond promptly to departmental requests and assign priorities.
- Proactively monitor departmental networks and address identified issues.
- Coordinate with the DNL to schedule routine maintenance around departmental schedules.
- Maintain accurate and current TeamDynamix ticket updates, ensuring the DNL has clear visibility into issue status.
- Communicate regularly with the DNL throughout the problem resolution process.