ACES IT Services

ACES IT has six divisions: Tier 1, Tier 2, Tier 3, Program Support, Research & Development, and Infrastructure. Each division is tasked with different goals designed to help different aspects of the College of ACES, Extension(CES), and Agriculture Experiment Stations achieve their goals. Each division is lead by one leader.

In short,

  • Tier 1 is the Helpdesk and designed to answer quick request (i.e., reset passwords or basic, routine issues)
  • Tier 2 supports on-campus users, Dona Ana ASCs, and the Dona Ana CES office.
  • Tier 3 supports 54 County Extension Offices and Agriculture Science centers.
  • Program Support works with any program, (student) organization, or department to help improve or train workflows or integrate new technologies.
  • Research & Development designs applications, helps preprocess or migrate data, and offers to maintain and preserve lab instruments.
  • Infrastructure designs, implements, maintains mission-critical servers and services – ensuring they meet security and data compliance, backed up, and have failover redundancies.

Services Offered

Application Support. This service focuses on helping clients with common applications. This service may include entry-level training for the clients or answering questions about the software – i.e., an entry-level consultation on which software is best or how to best use it.

Hardware/Software Support. This service focuses on helping clients install, setup, or troubleshoot hardware or software issues. This support level isn’t considered basic and often requires a physical presence, devoted time, and research.

Software License Management. This service organizes site-wide licenses for our organizations. This service includes methods to request payment for renewals and processing payments. The Infrastructure Division research, negotiate, and establish guidelines for new software contracts.

Authentication/Authorization Management. This service creates or resets client credentials for various application uses. Also, clients are assigned the appropriate permissions. Authentication and authorization are issues based on guidelines produced by the Infrastructure Division.

Technical Sales. This service helps clients find and order technical equipment or software through reputable vendors. Also, this service sets up standards for common orders that include client systems, conference room equipment, and office peripherals.

Networking. This service conducts site surveys, designs internal networks, provides local and broadband wireless, establishes new ISP contracts, and audits network utilization and access. The service works in conjunction with NMSU’s Central ICT, County IT, ACES IT’s Infrastructure Division, and local ISP to ensure compliance, uptime, or improvements. Only County Extension Offices and Agriculture Science Centers are offered this service.

Telecommunication. This service helps purchase, install, and configure PBX, Hybrid PBX, and VOIP services not available through local ISP. Only County Extension Offices and Agriculture Science Centers are offered this service.

Program Support. This service helps departments, organizations, and student-led organizations design workflows, standard operating procedures, and utilize available technology – all aspects focus on meeting security data compliance. This service may require group training, IT consultations, and written technical guides or training material.

IT Consultations. This service helps individual faculty, staff, and students properly utilize available technologies. This service is intended for one-to-one assistance and focuses more on a single application or technology explicitly matched to the client’s role or intent. These consultations offer training, in-depth interactions, testing, and research that exceed beyond Application Support.

Special Events. This service advises and supports Special Events from a technological aspect. This service includes consultations, planning, purchasing, researching, and testing technologies suited to host events at various venues. In most cases, this service helps support the event if Tier 2 or Tier 3 Divisions aren’t required.

Server Support. This service advises, studies, designs, and implements systems and services to help others achieve their goals. This service goes beyond desktops or workstations to provide and support infrastructure (servers, integration services, networking, peripherals, and mobile devices) specialized to meet the needs of a department, organization, or project.

Security, Data, and License Compliance. This service audits and reports on the number of systems and services across our infrastructure that meet the required security and data compliance. Measurements provided in these reports determine hardware specifications, installed software versions, unpatched operating systems, device affinity, and compromised systems. All data derived from these measurements help determine security, data, and software license compliance (FERPA, HIPAA, PCI DSS, etc.).

Backups. This service reflects and perceives flaws that result in total loss of mission-critical systems and services and acts to preserve them by developing a disaster recovery plan. This service acts to preserve client systems, mobile devices, servers, host services, and edge networks.

Failover Redundancies. Backups help preserve data in the event of a disaster or ransomware. However, mission-critical operations would halt without data or access to required services while recovery procedures were ongoing. This service focuses on identifying and ensure mission-critical operations rely on redundant data storage and services (Distribution File Servers; Active Directory Domain Servers, Failover Hyper-V Cluster, etc.).

Application Development. This service designs, implements, and maintains web applications and programmable projects to meet researchers’ needs and expand departments’ capabilities.

Data Migration. This service focuses on migrating data from one system to another, converting large datasets to different formats, or creating SSIS packages to copy and process data from one database to another. Often, this service requires reverse engineering or technical experience.

Instrumentation Support. Throughout the college, lab instruments exist in unstable states. This service helps students and faculty preserve and troubleshoot these instruments and the systems used to control the instrument. Also, this service works to retain knowledge learn from students before they graduate and move on – preserving and reutilizing systems and techniques.

Divisions

Tier 1 Technology Support Division

Tier 1 Technology Support Division’s (a.k.a. Helpdesk) goal is to provide a support system to help faculty, staff, and student with basic, routine Application Support, Software License Management, Authentication/Authorization Management, and Technical Sales. The support beyond basic, routine, or requires a physical presence is escalated to Tier 2 or Tier 3 (depending on location). Tier 1 division is staffed by a Tech Support Lead, Administrative Assistant Intermediate, and one Student Assistant.

Tier 2 Technology Support Division

Tier 2 Technology Support Division’s goal is to provide a support system to help faculty, staff, and students with Tier 1 level support (if required) and more advanced support needs that include Hardware/Software support. This division will include a Technology Support Lead, a Technology Support Senior, and two Student Assistants.

Tier 3 Technology Support Division

Tier 3 Technology Support Division’s goal is to provide a support system to help faculty, staff, and students with Tier 2 level support and include Networking and Telecommunication Support. This division includes a System Analyst Lead and a System Analyst Senior.

Program Support Division

Program Support Division’s goal is to provide a support system to help departments and organizations with Program Support, IT Consultation, and Special Events. This division includes a Program Support Specialist.

Infrastructure

Infrastructure Divison’s goal is to provide a support system to help departments and organizations meet data and security compliance by providing Server Support; Security, Data, and License Compliance; Backups; and Failover Redundancies. One System Developer Senior staffs the division.

Research & Development

Research and Development Division focuses on improving research and internal operations of departments, programs, and organizations by providing Application Development, Data Migration, and Instrumentation Support. Three students and a Program Analyst Intermediate staff this division.