Research and Service Development

The Division of IT provides service agreement support, consulting and technology support. 

Request Technology Services

 

Advanced Engineering & Support Services

The Division of IT works with schools, business units, and researchers to identify and implement IT solutions, while addressing specific needs. Combining technical expertise with an understanding of the unique requirements of the George Washington University environment, we identify optimal solutions for the GW community. Consulting services include evaluation and recommendation, provisioning, integration, management, and support.

Advanced Engineering and Support Services are offered in 3 different areas.

  • Network and Security Systems provided by Communications & Technology Support Services (C&TSS)
  • Web Services provided by University Web & Identity Services (UWIS)
  • Virtual, Infrastructure, Platform and Enterprise Systems provided by System Engineering Services (SES)

Fee
Labor Hourly Rate:

  • Communications & Technology Support Services (Network and Security Systems): $40.00
  • University Web & Identity Services (Web Services): $70.00
  • System Engineering Services (Virtual, Infrastructure, Platform and Enterprise Systems): $53.00

 

Computer Support

The Division of Information Technology (IT) offers enhanced computer support services for faculty & staff workstations on a contractual basis for departments, units or divisions ensuring a stable, and reliable computing environment.  This service includes complete setup and technical support of a typical functional office environment.  Additionally, specialized support tools including remote management, centralized workstation software updates (patches), centrally maintained and distributed software applications, security and authentication, file sharing, computer and software inventory management, firewall configuration and anti-virus updates can be used to effectively and in some cases remotely provide support, correct problems, and add maintain software.

Fee to be determined

Service Agreement Administration and Management

Service Agreement (SA) - Administration and Management includes the following elements:

  • Assist university departments in the understanding of information technology needs including specific project or technology requirements.
  • Coordinate review and prioritization of projects with IT Project Management Office and technical service units.
  • Facilitate resolution of high-priority customer service issues.
  • Continual process and service improvement based on evolving customer needs and / or service offerings.
  • Regularly scheduled meetings with customers and necessary staff to ensure communication of successes, challenges and operational status of services.

No fee

Support Standards

This service description outlines support standards that apply to most of the Division of Information Technology (IT) services. Generally, Service Level Agreements (SLA) will reference this service description and note specific deviations from these standards.

  • Incident reporting, response and technical escalation procedure
  • Administrative escalation
  • Service availability
  • Scheduled maintenance
  • Unscheduled outages

These standards are considered baseline standards, individual service descriptions may contain additional or modified service standards.

No fee

Technology Support

The Division of Information Technology Support Center (ITSC) provides call center and helpdesk services to all faculty and staff on supported systems, technologies and services.  Serving as the primary point of contact, the ITSC provides skilled staff that will receive and record calls (incidents); make an attempt to resolve the incident; escalate incidents to either Level 2 or 3 IT specialists or to outside vendors; and communicate status of incidents to customers.

Fee to be determined