Technology Support #3


3. A centralized system provides support for building and maintaining the online education infrastructure.

Deficient      Developing      Accomplished      Exemplary

The School of Information works closely with the University Information Technology Services (ITS) group  to maintain the technology infrastructure and support infrastructure for its programs. The School  maintains its own contracts with service providers for outsourced systems. 

The School’s Network Administrator is the liaison with the University ITS group. He discusses  IT and support infrastructure issues with the School administration as needed.


Although the School of Information is part of the University with regards to the Learning Management System (Canvas), the School maintains a separate, self-contained support infrastructure for Canvas. All student and faculty support issues are routed to the School’s Canvas administrators through an online technical support form. Information is gathered from the user regarding the issue they are experiencing, as well as detailed information regarding their computing and networking environment. Users also frequently include screenshots to document the issue(s) they are experiencing. (All students are instructed on how to create screenshots as part of their orientation in INFO 203).

For major system issues or bugs, the School’s Canvas administrators have access to the support group at Canvas and may contact them via phone or ticketing system to report or escalate major issues.

The School of Information has licensed the Panopto Focus lecture capture system (LCS) and has obtained a premier support contract which allows faculty and students to directly contact Panopto Support for issues or questions. See the Technology Help Center and scroll to Panopto

The iSchool’s platinum VoiceThread license is available for any instructor to use in Canvas or as a stand-alone application. VoiceThread holds images, documents, and videos and allows people to navigate slides and leave comments in 5 ways – using voice (with a mic or telephone), text, audio file, or video (via a webcam). See the Technology Help Center and scroll to VoiceThread.

First-level support for Zoom web conferencing and instant messaging is provided by technical staff at the School of Information. SJSU eCampus provides the next level of support. Information for contacting Zoom Support is included on the School’s website.

For in-house systems, support requests are routed through the School’s tech support form.

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