Technical Services and Operations Handbook
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TECHNICAL SERVICES AND OPERATIONS HANDBOOK PURPOSE OF HANDBOOK This handbook provides a summary of key policies and procedures needed to understand and be successful at your job in the Technical Services and Operations (TechOps) Department. It is also a reference guide for daily operational tasks. Every member of our team should read and be familiar with this handbook. The handbook is divided into different sections of related information. Each section consists of subsections, for ease of reference. The first section describes overall department information, what we do, and how the team is organized. It then flows into the Customer Service Center and Operations responsibilities, which serve as the central point of connectivity between the teams and ensures all service requests are triaged and solved efficiently and expediently. From there, it branches out into different areas of responsibility, with workflow processes and standard operating procedures. The back sections are reference material, including a phone directory and floor plans. WORKFLOW LEGEND Terminator Subroutine Indicates the beginning or end of a Indicates a predefined process program flow in your diagram Process Display Indicates any processing function Indicates something displayed for people to read, such as data on a monitor or projector screen Decision Indicates the decision point between two or more paths in a flowchart 02 WHAT WE DO 08 ONBOARDING PROCESS 14 ORGANIZATION 40 COMMUNICATION 54 CENTRAL OPERATIONS Tables 78 FACILITIES OPERATIONS of 96 TECHNICAL OPERATIONS Contents 116 ROOM SCHEDULING 122 DIGITAL LOUNGE 132 BUDGET 146 HEALTH AND SAFETY 152 ANNENBERG DIRECTORY 158 FLOOR PLANS 6 — WHAT WE DO OPERATIONS HANDBOOK — 2 TechOps Our Customers Our Environment We support over 2,700 students, 160 staff and 180 Through the shared vision of our faculty, staff and the faculty members at the Annenberg School. The Annenberg community, USC Annenberg’s physical space school’s faculty have earned Emmy Awards, National fosters collaboration and community engagement. Communication Association research awards, Providing a breadth of learning spaces, meeting rooms Pulitzer Prizes, Guggenheim Fellowships and PRSA and common areas for use by the Annenberg community, Silver Anvils, while authoring dozens of books and these spaces come in a variety of sizes, technological hundreds of articles. The school’s students come from equipment and flexibility. Faculty, students and staff a variety of different backgrounds, expanding their can modify a space to fit their specific needs, fostering learning experience by choosing from over 10 different collaboration through open environments that maximize undergraduate, graduate and doctoral programs and transparency and daylight. dozens of student organizations. Students and faculty are supported by the school’s staff, who provide a wide range of administrative services. Our Guiding Principles Our Services Include Provide value through services,technologically-enhanced Classroom Support Hotline teaching, multimedia creation and business workflows. Cultivate stakeholder relationships through aligned Student printing stations communication and governance models. Customer Service Center Achieve operational excellence by focusing on core services with structural efficiencies. Leverage technology as a school-wide competitive advantage. Customer Service Through the shared vision of our faculty, staff and the Annenberg community, USC Annenberg’s physical space fosters collaboration and community engagement. Providing a breadth of learning spaces, meeting rooms and common areas for use by the Annenberg community, these spaces come in a variety of sizes, technological equipment and flexibility. Faculty, students and staff can modify a space to fit their specific needs, fostering collaboration through open environments that maximize transparency and daylight. Our Locations ANN Customer Service Center Digital Lounge Annenberg Research Park Through workshops, events, helpdesk Provides immediate assistance for the support and Adobe Certification Offers a variety of video cameras, school's learning spaces and provides Courses, the Digital Lounge promotes still cameras and audio recording technical and operational support for a culture that empowers students to equipment that can be checked out faculty, staff and student. Located in create and learn. Located in ANN 301, and used for Annenberg curricular ANN L103, on the lower level of Wallis on the third floor of Wallis Annenberg assignments. Located in ANN L117 on Annenberg Hall (ANN). Hall (ANN). the lower level of Wallis Annenberg Hall (ANN). ASC Customer Service Center Equipment Room Provides mailing services and Provides technical and operational scheduling support. Located in ASC support. This includes faculty and staff 124, on the first floor of the Annenberg offices and classrooms. Located just off building (ASC) in the East Lobby. campus in the Kerckhoff Hall building (KER) in room KER 114. 3 — WHAT WE DO Areas of Specialization TechOps leverages central campus resources and specializes in areas that are unique to Annenberg’s curricular requirements. Our team supports the school’s classroom environment and provides support for the school with an emphasis on technologically-enhanced learning, training and support. Our team has five areas of specialization: Curricular Support. Centralized Technology, Facilities Maintenance Multimedia Production and Event Services. Equipment Checkout Workshops and Training Classroom Operations Annenberg students and faculty The Digital Lounge offers Adobe Our team works with the school’s have exclusive access to a variety Certification Courses and one-on- faculty to ensure they are placed of equipment. Video cameras, one assistance in graphic design in the best learning spaces for DSLR cameras and audio recording and web production. Out team their teaching needs. During class equipment can be checked out for hosts training and tutorials to session, the Classroom Support Annenberg curricular assignments and support production in the Media Hotline provides troubleshooting, programs. We work with faculty and Center, including camera and audio either via phone or in-person. students to determine what equipment recording techniques that can be Training sessions are also available will best meet their needs and answer used in our do-it-yourself webcast to familiarize faculty with technology. operational and technical questions. studio. Learning Spaces Services We support 38 learning spaces for Camera equipment checkout, the Annenberg community. Our Adobe certification courses, in- Curricular technicians maintain equipment, touch person tech support and classroom panel controls, built-in projectors with scheduling. screens and computer connections. Support Each space has access to the Internet, Microsoft Office Suite, SPSS, Adobe Creative Cloud, Skype and a Web/ Document Camera. They come in a variety of sizes with various furniture options, that seat five to a 220 seated auditorium. Internet and Phone Software Support Computer and Printer Services Working with USC’s Information Our team provides a wide range of We deploy computer equipment, Technology Services (ITS), we make administrative, academic and creative including desktops and laptops, sure our faculty, staff and students software applications. We offer training and provide hardware support to have consistent wired and wireless and troubleshooting for Annenberg faculty and staff, including hard access to the Internet. We support faculty, staff and students that support drives, keyboards, monitors and phone and email services for faculty both Macs and Windows. Software mice. To support administrative and and staff, and our team ensures the applications include the Adobe academic functions we maintain a school’s servers are protected against Creative Cloud and Microsoft Office fleet of printers with email and copy cyber-attacks. Suites. capabilities. Workshops and Training Services The Digital Lounge offers Adobe Adobe Creative Cloud activation, Centralized Certification Courses and one-on-one Microsoft Office support, and assistance in graphic design and web computer deployment Technology production. Out team hosts training and tutorials to support production in the Media Center, including camera and audio recording techniques that can be used in our do-it-yourself webcast studio. OPERATIONS HANDBOOK — 4 Building Cultivation Services We ensure that Annenberg’s physical Building and room access, ergonomic infrastructure is operational and the evaluations, patch and paint, mail and foundation for all other support areas. packages, air conditioning and furniture We provide a secure building environment repair and maintenance. while encouraging collaboration and community engagement. With 195,644 square feet across three buildings, we work closely with central USC Facilities Facilities Management Services (FMS), contractors and consultants to maintain the school’s Maintenance reputation. Broadcast Studio Engineering Media Production By providing audio and video engineering We supervise live technical production for support, we maintain s state-of-the-art student-run media including Annenberg Media Center that hosts industry standard Television News, Annenberg Radio News technology. We ensure radio and television and Annenberg Impact. Our team also trains broadcast equipment is operational to students to edit media content and digitally support Annenberg’s student-run news publish to a media asset management