Engineering Computing Services (ECS) provides support and solutions to the IT needs of the College of Engineering. Our support includes both Faculty and Staff desktop support as well as all General Engineering Labs. Below you will find a better breakdown of our services.
Desktop Support for Faculty and Staff
Tiers of support:
Tier 1: Helpdesk support: First point of contact for reporting an issue. Issue is triaged by IT Tech and if possible, resolved over the phone. If issue can not be resolved over the phone, IT tech assigns to Tier 2 or Tier 3 support based on type of request.
Examples of Tier 1 support are: Password resets, basic computer and software questions.
Tier 2: Desktop Support: When issue can not be resolved over the phone, a IT Tech can be dispatched to the requester's office/lab and further troubleshoot and resolve the reported issue. If the IT tech is unable to resolve, they have the ability to escalate the issue to Tier 3 support.
Examples of Tier 2 support are: Software/hardware problems and installations, printing issues.
Tier 3: Expert/Campus Level Support: Tier 3 is the final escalation point for requesters. ECS will handle/process/resolve all Tier 3 issues.
Examples of Tier 3 support are: Network or Server type requests, phone requests, complex desktop support/lab issues that have not been resolved by previous tiers of support.
For departments that do not have their own computer technician: ECS will cover all tiers of support. For departments that are able to staff their own technician, they will be expected to provide Tier 1 and Tier 2 support and can escalate as needed to ECS for Tier 3 support. All requests for Desktop Support from ECS should be submitted to the Engineering iSupport portal.
Desktop Support for COE Labs:
It is the responsibility of ECS to manage all hardware and software computer related requests to all labs under the control of the Dean’s Office. ECS will coordinate with faculty using these labs to ensure the requested software needed in each lab is installed and ready for the use before the beginning of each semester. Faculty should submit all lab related software requests no later than two weeks before the start of the semester to allow proper time for ECS to build updated images for labs, test the new software, and deploy updated images to specific labs. All other requests for software updates should be held until the following semester unless absolute urgent.
All requests for Lab Support from ECS should be submitted to the Engineering iSupport portal.
ECS is responsible for developing and maintaining a production server environment that supports the core services the College of Engineering requires. This includes File and Print servers, Logon Authentication Servers, License servers, Web Servers, and several other application servers. All departments that have a need for a server should submit a request to ECS so we can work with you to understand your requirements and design the appropriate server to meet your needs. ECS is able to provide a secure area for all department based servers which faculty and staff can be granted access to upon request. All requests for new servers or space allocation in our server room should be submitted via the Engineering iSupport portal.
SJSU’s Information Technology Services (ITS) is responsible for managing and maintaining the wired and wireless network in the COE. However, ECS will act as the first level of support for all network issues and triage the issue and report to ITS for resolution. This includes network connection issues, firewall port requests, new port activations, and cabling requests as well. All requests for network related items should be submitted via the Engineering iSupport portal.
ECS provides a basic level of support to our Unix labs in the EE and CMPE departments. To utilize these labs you will use our SJSUOne logon account to access these labs. Remote SSH and RDP access has been setup for these labs, but you must install the SJSU Cisco VPN Client before you can connect to these labs. Once you have your VPN connection established, if you are going to connect via RDP, please ensure you make changes to your display settings in RDP to connect at High Color 16 bit Color. The default is set at Highest Quality 32 bit. As a student of these labs you are allocated a 4GB home drive. This home drive is erased at the end of every semester so please make sure you backup any files you want to keep to a personal USB drive before the semester is over. If you have any question you may reach out to your faculty member teaching this lab or ECS.