IT Support Services

Mission:

The IT Support Services is the core provider for information technology support to faculty, staff, and students at Metropolitan Community College. We offer an easily-accessible point of contact for all clients and make every effort to resolve all technology-related issues in an efficient and effective manner, while remaining consistent with the goals and objectives of IT Services and the College.

• Contact Us
• Hours
• Responsibilities
• Environment
• Our Process

Contact Us:

• Phone: 531-622-2900
• Fax: 402-403-0645
• E-mail: ITSupportservices@mccneb.edu
• Campus Locations:
  Elkhorn Valley Campus, Room 346
  Fort Omaha Campus, Building 4, Room 103
  Sarpy Center, Room 107
  South Omaha Campus, Mahoney Building, Room 215

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Hours:

• Monday - Friday  7:00 a.m. to 8:00 p.m.
• Saturday - 8:00 AM to Noon - Subject to Change
• Sunday - Closed

Important: Hours vary during holidays and quarter breaks

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Responsibilities:

The IT Support Services Staff serves all campuses or centers: Applied Technology Center, Elkhorn Valley Campus, Fremont Center, Fort Omaha Campus, MCC Express, (24th and Vinton streets), Offutt, Sarpy Center and South Omaha Campus

We also have a partnership with the City of La Vista to provide second-level technical support for the LaVista Library. We provide technical support for more than 3700 computers at these various locations. Technical support is available to faculty, staff, and students.

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Environment:

We are a Microsoft Windows® shop. We currently run a mixed environment of Windows XP Professional and Windows 7 Enterprise, while continuing migration of the remainder of our systems to Windows 7 Enterprise. The IT Support Services offices located in Elkhorn, Fort, Sarpy, and South are staffed by six full-time IT Specialist I positions and one part-time ITS Assistant. We provide support for many software applications, including MS Office Suite® 2003/2007/2010 and Internet Explorer.

In July 2010 the IT Support Services implemented new ticket software by FrontRange Solutions® called HEAT to track service requests which may come to the IT Support Services via phone, e-mail, or personal visits.  Phone calls placed to the IT Support Services are managed by an Automated Call Distribution system. The IT Support Services received over 65,000 contacts and entered more than 113,000 tickets into HEAT since the switch to our new system.

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Our process:

IT Support Services Work Flow Chart

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