Distributed Support Program

For more information Contact Danny Davis at danny_davis@ncsu.edu or 919 513-7944. For a staff list, click here (requires authorization)

The Distributed Support (DS) program was established in 1992 to address an increasing demand for computing support staff in NC State university departments. Now under the Office of Information Technology's Technical Support Services unit, the DS program provides access to technically experienced professional staff for troubleshooting, analysis and planning. Since its inception, the DS program has proved to be a valuable resource for NCSU departments and units to partner with ITD for computer support. Often a support position can shared between two units, allowing them to maintain access to a NCSU-based support professional in spite of limited funds. Goals of the DS program Provide qualified technical support for university units Reduce the need to use faculty and graduate student time to support computing Support specialized local/unit computing needs while leveraging enterprise services Improve communication between IT and university departments/colleges Encourage campus units to stay compatible with campus computing directions How the DS program works Under the current DS program, an NCSU department or other unit contracts with ITD to provide a long-term support position (> 1 year). If that department does not require a full-time position, ITD finds a compatible department to share the position, with a preferred maximum of two departments or locations per position. ITD creates, hires, and supervises the position. A breakdown of departmental and ITD responsibilities follows. Departmental responsibilities Cover the cost of the position’s salary plus benefits Provide space, a functional computer and a phone Provide a person who can act as a liaison between the DS staff person and CS OIT responsibilities Evaluate departmental needs and match with other departments Establish the position (SPA time-limited positions) Hire the position, provide initial training, and ongoing supervision, including performance review and problem solving Provide backups to handle emergency situations during the DS employee’s absence Handles billing and administration for the position OIT does not currently charge overhead for DS positions, however, OIT retains 20% of each position’s time to provide some return to the organization. If an employee is in a shared position, the employee schedules only 80% of their time in these departments. The remaining time is used by the DS staff for training, to attend meetings and other OIT activities. The staff also uses the unassigned time to work with other departments, assigned projects and programmatic development.

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Last modified March 8, 2009
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