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Academic Technology Support (ATS)

Academic Technology Support (ATS)

Providing exceptional customer service and a balanced, collaborative approach to academic technology needs.

 

Academic Technology Support serves more than 100 colleges, schools, and units (CSUs). ATS delivers technology support for desktop, server, network, and voice functions to approximately 25 percent of campus.

 

The team of dedicated and talented staff at ATS upholds an ongoing commitment enable the University to pursue its core mission by providing excellent service to a wide range of customers.

 

Learn more about current units receiving support from ATS or contact us for more information on how ATS can provide your CSU with technology support for desktop, server, network, and voice support functions.

 

HOW TO GET HELP

CONTACT ATS

DESKTOP SUPPORT LOCATIONS

Email: ats-help@utexas.edu

 

Phone: 512-471-5000 (1-5000 on campus) 

Monday - Friday between 7:00 a.m. - 6:00 p.m.

 

 

Visit one of our Desktop Operations Centers between 8:00 a.m. - 5:00 p.m.

 

College of Liberal Arts Building (CLA 4.224)
Dell Pediatric Research Institute (DPI 1.124A)
Health Learning Building (HLB 2.401)
Mezes Hall (MEZ 2.302)
Nursing School (NUR 2.104P)
Parlin Hall (PAR 108)
Sarah M. and Charles E. Seay Building (SEA 2.124)
School of Social Work (SSW 1.218EC)
Sutton Hall (SUT 1.118)
George I. Sánchez Building (SZB 547)

 

Buildings Served by our Desktop Operations Centers

Experiencing a service interruption? 

Check ATS SERVICES STATUS.

Have an administrative or purchasing request? 

Please visit the ATS Admin Communication Tool.

 

Academic Technology Support (ATS) Self Help
Servers & Storage
  • Contract Classroom Support

    Contract Classroom Support with the ATS group.

    Available to:Faculty and Staff
    Features

    TBD

    Cost

    TBD

    Service Level Objectives

    Routine requests are typically addressed within one business day.  

    UT Service Desk staff may escalate requests as needed.

     

    Technical Support

    Technical support is available during normal business hours:

    M-F 8:00 a.m. - 5:00 p.m.  

     

    UT Service Desk    

    512-475-9400

    Create a Ticket

    Direct Email help@its.utexas.edu

    Contract Classroom Support Self Help
  • ATS Managed End User Support

     ATS offers comprehensive managed end user support to faculty and staff.

     

    Services offered as part of ATS Managed End User Support include -

    End user IT support

          o Management and support of UT owned desktop, laptops, mobile devices and related hardware and software
          o Installation and maintenance of operating systems and standard software applications.
          Support for basic productivity applications.
          Computer Repair Management and Loaner Service

    Fleet Management and Compliance Services

          Fleet management for all IT assets to ensure configuration that complies with UT security and management policies.
          o Security management (patching, virus removal, remediation of hacked computers), compliance and risk assessment.
          Configuration and management of backup services of desktop and laptop systems.
          o Enabling access to file and mail services.
          o Management and configuration of departmental printing services.
          o IT On-boarding and Off-boarding - Provisioning and de-provisioning of IT resources for new or separating staff.

     

    Managed Network & Voice Support

          o Configuring, managing, and provisioning network and voice resources.
          o Providing comprehensive telecom and network management.
          o Providing fiscal recommendations for network and voice services, including an annual financial plan.

     

      

    Managed Asset Inventory and Lifecycle Support

    Financial reports and budget estimate -

          o Annual financial report of IT assets.
          o Annual IT Budget Recommendations - Providing fiscal recommendations for fleet, network, server and storage, including an annual financial plan.
          o Hardware recommendations
          o Annual inventory certification – efficient and speedy process using automation and networking tools.
          o Client relationships

    Procurement -

          o Purchase of IT assets
          o Purchase and license management of end user productivity software like Adobe products, Microsoft Project and Visio and Filemaker.
          o Asset Receiving
          o Tagging

    Asset Tracking

          o Annual inventory certification
          o Assist with annual campus-wide IT risk assessment

     

    Provisioning, Imaging and Deployment of new or repurposed IT assets

          o Provisioning - Gathering customer requirements
          o Imaging
          o Deployment - Delivery to end user

    Available to:Faculty and Staff
    Features

        o End user IT support
        o Fleet Management and Compliance Services
        o Managed Network & Voice Support
        o Managed Asset Inventory and Lifecycle Support

      Cost

      Please send us a request for further discussions with ATS Leadership.

      Service Level Objectives

      ATS Leadership will get in touch with the requester within 5 business days.

    • ATS Managed Instructional Lab Support

       ATS offers imaging and management services for Instructional Labs, providing imaging, deployment, and first response for student lab computers.

      Available to:Faculty and Staff
      Features

      ATS provides the following services for Instructional labs -

            o  Computer Imaging
            o  Deployment
            o  First response support

      Cost

       

      Please send us a request for further discussions with ATS Leadership.

       

      Service Level Objectives

       
      ATS Leadership will contact the requester within 5 business days.

    • Customer IT Project Consulting

      ATS offers business analysis, project management and technical consulting for specialized customer projects to the University community.

      Examples -

            o  SaaS (Software as a Service) software implementation

            o  Event technical support

            o  Research lab support

            o  Specialized research unit technical support

      Available to:Faculty and Staff
      Features

      Business analysis, project management and technical consulting for specialized customer projects.

      Cost

      Please send us a request for further discussions with ATS Leadership.

      Service Level Objectives

      ATS Leadership will contact the requester within 5 business days.