Decentralized IT Support Personnel: Consulting and Coordination Requirements

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Policy Code: 
Approval Authority: 
Policy Type: 
University Policy
Policy Owner: 
Academic Affairs
Responsible Office: 
Information Technology Services - 828.251.6404

I. Scope

A. This policy applies only to EHRA Non-Faculty IT positions and SHRA positions in the IT career band that have access to and responsibility for central university technical infrastructure (networks, servers, storage, labs) or sensitive university data (Banner, Active Directory). This policy does not apply to faculty positions or positions supporting pedagogy or research unless those positions’ responsibilities include access to sensitive data and critical infrastructure.

II. Purpose

A. This document provides guidelines for the responsible management of decentralized technology support staff of the University of North Carolina Asheville. This is not a comprehensive document covering all aspects of the management of decentralized technology support staff. The purpose of this policy is to provide guidelines necessary to facilitate processes for establishing and managing decentralized technology support positions with the goals of:

1. Providing the highest level of technology service and support to the university community.

2. Ensuring consistency and standardization in the installation and configuration of computer hardware and software at UNC Asheville.

3. Ensuring that Information Technology Services (ITS) is aware of IT support positions within academic and administrative units to ensure effectiveness and prevent overlap and redundancy.

4. Ensuring that roles and responsibilities are clearly defined

5. Ensuring application development adheres to ITS development standards.

6. Ensuring data collected and processed adheres to ITS data integrity and confidentiality guidelines.

7. Encouraging working relationships and partnerships between decentralized technology support staff and ITS are positive and effective.

8. Maintaining a campus computing environment that is current, reliable, and consistent in common technologies and user environments.

B. This policy does not extend to persons whose responsibilities are to provide functional support for specialized software such as data coordinators/system liaisons.

III. Policy

A. ITS is charged by the university with the responsibility for administering campus information technology support positions in this model. All decentralized staff whose primary responsibility is to support departmental computing hardware/software, computer labs, distributed servers, and program and application development are to have coordinating and consulting responsibilities to the appropriate Director within ITS. Staff are encouraged to contact the Director of the appropriate department in ITS regarding any and all relevant issues and concerns.

B. The Chief Information Officer must review job descriptions for non-faculty, technology support positions with primary responsibilities stated above to ensure efficient use of resources. The Department of Human Resources will ensure that approval for the establishment, classification, hiring, and management of such positions follows these processes and guidelines. Academic and administrative directors should contact the Chief Information Officer to review their needs for IT support positions and the structuring of those positions pursuant with university guidelines.