Info technology office introduces enhanced support for UTSA's Mac users

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(Oct. 8, 2010)--UTSA Apple computer users will experience an increased level of technical support with the implementation of the Apple Computer Support Summer Splash project.

"We have devoted a significant amount of time and resources to the Apple Computer Support Summer Splash project," said Ken Pierce, UTSA CIO and associate vice provost for information technology. "UTSA has a large, enthusiastic community of Mac users, and we are making a concerted effort to let them know that we are here to support them."

One of the primary aspects of providing greater Mac support is inviting Mac users to request full access to the UTSA network. Currently, many faculty and staff Mac users connect to the Internet via the UTSA network, but do not receive many of the benefits of using the network that Windows users have. Now, once a Mac user requests full access to the network, they will receive many of these same benefits. The first will allow OIT Support Services technicians to provide remote desktop assistance (the ability for a technician to see the user's computer screen without having to schedule an office visit). The new process will ultimately save the user time and effort.

"OIT has always supported Macs, but having them on the network will allow us to provide a greater level of support," said information technology associate Laine Lee.

Additional benefits to requesting full access to the network include a reduced sign-on process for the user. Users will log in to the UTSA network with their network ID ("abc123") and password. Once a user is logged in to the network, other applications (such as Entourage) will be available without requiring users to enter their password again. Also, when accessing the Faculty-Staff AirRowdy wireless network, Mac users need only log in once.

Additionally, OIT has sent and will continue to send technicians to Apple-authorized training classes. "Our aim is to continue to send our full-time technicians to these training classes as time and resources permit," said Linda Dunn, OIT support services manager.

Other Mac enhancements include adding more Apple support content to the UTSA Information Technology website. Visitors to the site will notice a more robust Mac help area that includes tutorials, the UTSA Mac blog and access to a Mac mailing list.

"OIT exists to provide support to all of our users," said Pierce. "We hope that Mac users will take advantage of our new support capabilities by requesting that their computers be added to our network."

If you are a UTSA faculty or staff member and would like to request full access to the UTSA network for your Mac, contact OIT Support Services at 210-458-5538 to schedule an appointment.

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>> Read more about the Apple Computer Support Project.

>> Read more about OIT Summer Splash -- 11 projects that will have a lasting and positive impact on UTSA students, faculty and staff members.