As part of the FIT Facilities Master Plan, and following a decision that was made nearly two years ago, a few more service units within the Division of Information Technology are moving to the 333 Seventh Avenue building. The move date is now scheduled for January 10th.
A good portion of IT service units are already housed on the 13th floor of 333 Seventh Avenue, and now additional units will be moving to the 14th floor as planned. This move is expected to have many benefits as the IT staff come together within one space. More importantly, the move has been planned and designed to ensure that the quality of service to faculty, students and staff is not negatively impacted, especially the support for teaching in classrooms. First and foremost, the IT Division is committed to maintaining fast response times to resolve all urgent issues. And we wish to take this opportunity to allay any concerns within the FIT community and to clarify the details of where the support staff will be located and how we have designed the move to minimize impact.
TIER 1 URGENT SUPPORT: No services are moving out of the Feldman Center that provide direct support for teaching or for other time-sensitive staff issues. This is Tier 1 Urgent Support. Staff members who provide Tier 1 urgent support will remain in Feldman as a first-response team to address all urgent issues, including classroom support. This includes Academic Computing, the Audio/Visual Help Desk, as well as a rotating presence from TechHelp.
TIER 2 SUPPORT: It is Tier 2 Support staff members who are relocating to 333 Seventh Avenue. Tier 2 Support usually involves technical issues requiring a higher degree of troubleshooting. Historically Tier 2 Support occurs in three ways: (1) on the phone; (2) via remote access to your computer; or more rarely from the Tier 2 Support staff members, and (3) in-person via walk-in or appointment. Most issues/cases supported by Tier 2 staff require remote access into your office computer and therefore an in-person visit is usually not necessary. However, for those that do, we will still provide one-on-one support and training with a subject matter expert in the most efficient and effective way possible, whether at 333 or in the offices on 27th Street.
Finally, as I mentioned in Dr. Brown’s recent faculty meeting, we are very aware of the more recent issues of timeliness in reaching the classrooms when support is needed. It’s important to realize that this situation has nothing to do with the January move to 333. It is another issue altogether and is staffing-related. The Academic Computing department has experienced significant attrition over the last six months in key Tier 1 roles. But to reiterate my comments from the meeting, we are working with Human Resources on the plan and documentation needed to fill these critical open positions as quickly as possible. Classroom support is always our number one priority.
Thank you for your understanding and partnership as we continue to support the FIT community. A communication will be sent to students by early next week. Additionally we will have follow-up communications in January.
Acting Vice President and CIO, Information Technology