Network and Computing Support
About Us
The Department of Network and Computing Support provides a variety of technical and client support services to the University community. This includes both the provisioning of networking infrastructure components as well as technology support and assistance. The following summarizes the key areas and services provided by our department. We invite you to please contact the Helpdesk with any questions or technical support issues you may have.
IT Helpdesk
The IT Helpdesk serves as the initial point of contact for technology support and provides the first level of response for technology related problems and questions. Assistance may be requested either through an on-line form or by calling 270-745-7000. In many cases when you call the Helpdesk, a consultant will be able to resolve your issue while you are on the phone, but in some instances it may be necessary to escalate your request to the appropriate area within IT for resolution. In either case, the consultant will work with you to gather the information needed to answer your question or help diagnose the issue you are calling about. The Helpdesk is staffed during normal university business hours, as well as extended evening and weekend hours, and stands ready to provide support for a wide range of campus technology services.
Desktop Support
Desktop Support provides assistance with issues related to desktop software, computers, printers, projectors and similar equipment that cannot be resolved remotely by the Helpdesk. Services include hardware and software maintenance for both PC and Macintosh systems, hardware replacement and upgrades for faculty and staff computers, printer and projector repairs, and the installation and configuration of University supported software. Desktop Support also maintains purchasing information for supported University computer systems, as well as for the personal purchase program which provides discounts for computers bought by faculty, staff and students for personal use. Additionally, consulting services are available to help determine the appropriate desktop, notebook or handheld computer configuration needed to meet the needs of departments or individual faculty or staff members.
Network Services
The Network Services group is responsible for providing University-wide networking services and support to all classrooms, labs, offices, and residence hall rooms. This includes the installation and maintenance of the communications infrastructure necessary to provide both wired and wireless network access to campus computing resources, extended campus locations, the Internet and Internet 2. Novell file and print services, as well as network planning, design and performance monitoring are also provided by this area.
ResNet
ResNet is a network and computer support service available to all Western Kentucky University students. Provided services include hardware diagnostics and repair, software troubleshooting, network support, virus and spyware removal, and system rebuilds. Service may be obtained by contacting the IT Helpdesk, or coming to the ResNet office located on the third floor of Mass Media and Technology Hall.
Network Security
Network, system and information security services are provided by a dedicated Network Security Specialist position within the department. Services include server and workstation security coordination and management, security policy definition and implementation, network system security monitoring, firewall configuration, centralized anti-virus administration, and response to reports of inappropriate network usage.
IT Project Management
IT Project Management services are provided by an IT Project Manager who is assigned as the central point of contact for projects requiring the involvement of Information Technology. The project manager serves as the coordinator between departmental representatives, external architects, engineers, vendors and the various areas within Information Technology to facilitate the completion of all work associated with a particular project.
About Us
The Department of Network and Computing Support provides a variety of technical and client support services to the University community. This includes both the provisioning of networking infrastructure components as well as technology support and assistance. The following summarizes the key areas and services provided by our department. We invite you to please contact the Helpdesk with any questions or technical support issues you may have.
IT Helpdesk
The IT Helpdesk serves as the initial point of contact for technology support and provides the first level of response for technology related problems and questions. Assistance may be requested either through an on-line form or by calling 270-745-7000. In many cases when you call the Helpdesk, a consultant will be able to resolve your issue while you are on the phone, but in some instances it may be necessary to escalate your request to the appropriate area within IT for resolution. In either case, the consultant will work with you to gather the information needed to answer your question or help diagnose the issue you are calling about. The Helpdesk is staffed during normal university business hours, as well as extended evening and weekend hours, and stands ready to provide support for a wide range of campus technology services.
Desktop Support
Desktop Support provides assistance with issues related to desktop software, computers, printers, projectors and similar equipment that cannot be resolved remotely by the Helpdesk. Services include hardware and software maintenance for both PC and Macintosh systems, hardware replacement and upgrades for faculty and staff computers, printer and projector repairs, and the installation and configuration of University supported software. Desktop Support also maintains purchasing information for supported University computer systems, as well as for the personal purchase program which provides discounts for computers bought by faculty, staff and students for personal use. Additionally, consulting services are available to help determine the appropriate desktop, notebook or handheld computer configuration needed to meet the needs of departments or individual faculty or staff members.
Network Services
The Network Services group is responsible for providing University-wide networking services and support to all classrooms, labs, offices, and residence hall rooms. This includes the installation and maintenance of the communications infrastructure necessary to provide both wired and wireless network access to campus computing resources, extended campus locations, the Internet and Internet 2. Novell file and print services, as well as network planning, design and performance monitoring are also provided by this area.
ResNet
ResNet is a network and computer support service available to all Western Kentucky University students. Provided services include hardware diagnostics and repair, software troubleshooting, network support, virus and spyware removal, and system rebuilds. Service may be obtained by contacting the IT Helpdesk, or coming to the ResNet office located on the third floor of Mass Media and Technology Hall.
Network Security
Network, system and information security services are provided by a dedicated Network Security Specialist position within the department. Services include server and workstation security coordination and management, security policy definition and implementation, network system security monitoring, firewall configuration, centralized anti-virus administration, and response to reports of inappropriate network usage.
IT Project Management
IT Project Management services are provided by an IT Project Manager who is assigned as the central point of contact for projects requiring the involvement of Information Technology. The project manager serves as the coordinator between departmental representatives, external architects, engineers, vendors and the various areas within Information Technology to facilitate the completion of all work associated with a particular project.