Welcome to Austin Community College
ACC Organizational Reference, 2013-2014
Information Technology Overview
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Information Technology (IT) is committed to providing quality products and services to ACC administrative and academic users. IT will effectively manage and administer the systems and processes required to provide information that meets our users' requirements for confidentiality, integrity, security, reliability, and availability.

Departments

1) IT Support Services: http://accweb.austincc.edu/operations/

IT Support Services includes the areas of IT Operations, ACC Help Desk, and Student Registration Help Line.

The ACC Helpdesk staff assists ACC faculty and staff with a variety of computer and telephone problems. Areas of support include:

    • Administrative Computing

    • Microcomputer Malfunctions

    • Email Passwords

    • Telephone Problems

    • Limited Software Support

If you need help with a computer or telephone problem, contact the helpdesk FIRST. Telephone: 223-HELP (223-4357); Email: helpdesk@austincc.edu

If the helpdesk is unable to resolve the problem, they will refer you to a secondary support level.

  • Student Registration Help Line

The Student Registration Help Line assists students, faculty, and staff with questions pertaining to the registration process and faculty grading issues. Questions come in the form of telephone and email. The phones are staffed by hourly workers during published registration days. The hours of operation for those days are:

Monday - Thursday 9:00 am to 9:00 pm
Friday 9:00 am to 7:00 pm
Saturday 9:00 am to 2:00 pm

During other times, a message directs callers to ask their questions via acceid@austincc.edu. The email is monitored and answered during the following hours:

Monday - Friday 7:00 am to 10:00 pm
Saturday 9:00 am to 2:00 pm

Faculty can email questions to the reghelp email box, or to webconf@austincc.edu. This mailbox is monitored and questions answered by the same staff according to the same hours of operation as above.

During peak registration and grading days, the email is monitored on Saturday evenings and Sundays also.

  • ACC Online Services

The IT Support services director and IT Operations Manager co-chair the ACC Online Services Committee and is responsible for the planning, implementation and support of the Online Services system. This committee reports to the Datatel Student Steering Committee. Online Services, a web-based real-time access for Students and Faculty was implemented in 2002.

IT Operations maintains and supports daily processes on the administrative application server. Our hours of operation are Monday through Friday 7:00 - 22:30, and Saturday 9:00 - 14:00. Key staff are on call 24 hours a day, 7 days a week.

A crucial function of IT Operations is the support, implementation, and maintenance of Datatel Colleague and it's underlying database, UniData. Colleague is the administrative application software purchased from Datatel, which provides advanced information management solutions for higher education. ACC utilizes this software to manage the data and processes for students, faculty, and staff.

2) ACCNet: http://www.austincc.edu/accnet/

ACCNet includes the areas of Networking, Telecommunications, and Microcomputer Support.

  • Network Services

Network Services is responsible for designing, implementing, and maintaining ACC's network infrastructure for voice, video and data. Network Services is also responsible for the college's Internet connectivity and Internet/Intranet security. Network Services recommends a college-wide vision for adopting new network technologies.

  • Telecommunications Services: http://www.austincc.edu/telecom

    Telecommunications Services is responsible for maintaining the Northern Telecom PBXs (Public Branch Exchange) and the Cisco VoIP Network. They are also responsible for the adding, moving, and changing of telephones as well as making additions to and maintaining the telephone and computer cable infrastructure at all ACC campuses. They take care of their own billing through the Microcall call accounting system.

  • Microcomputer Support: http://www.austincc.edu/accnet/mcs.htm

    Microcomputer Support Technicians install software, upgrade computers, migrate users data from one computer to another, troubleshoot computer hardware problems, and are able to offer limited software support. If you need to have a Microcomputer Support Technician take a look at your computer, please fill out a Help Desk service request form at http://www.austincc.edu/helpdesk/forms/index.html

3) Records Management: http://www.austincc.edu/records/

The Records Management department is responsible for the retention of records as required by federal, state, and other regulatory agencies; identifying and preserving records that are vital for continuation of operations in the event of a disaster; maintaining records that reflect the College's history; serving as a memory bank of information; and providing for the timely destruction of records no longer needed by the College.

4) Applications Development - http://www.austincc.edu/appdev/

The Programming Services unit is responsible for providing high quality and timely administrative data products to other college departments and external customers. The programming department manages college-wide software development, consults with department directors and managers to enable them to determine and prioritize the management needs.

Resources

1) Software Downloads: http://www.austincc.edu/helpdesk/software.html
You will not be able to access ACC software files unless you are using a computer on an ACC campus connected to ACCNet or you are dialed into ACC's dial up network service. If you have difficulty downloading or installing any files, please e-mail the HelpDesk at helpdesk@austincc.edu or call 223-4357.

2) College-wide Technology & Capital Outlay Committee (CWTCOC): The CWTCOC establishes criteria and standards for instructional and information techonologies.

For more information about ACC's Information Technology visit http://www.austincc.edu/infotech/.

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