Our team strives to meet a variety of challenges across the division from routine maintenance to groundbreaking initiatives. Connect with us to see how we can support you, what resources we can direct you to, or how we can meet your needs in a technically impactful way.
Submit general inquiries to our team’s shared email account (sacm@umbc.edu). For technical support requests, please see the “Requesting Technical Support” section below.
Our current IT Operations Manager, Dan Neeley (dneeley1@umbc.edu), and Director of Student Affairs Communications and Marketing, Laura Schraven (lauraschraven@umbc.edu), are available to answer any questions you may have about our services.
Services
SACM provides services to support our divisional, departmental, and technological needs. Our major services are listed below, and include direct consultation in collaborative support workgroups. Connect with our team by submitting a support request through the Student Affairs IT Support Request form.
Major services include:
- Information system administration
- New user technical systems onboarding
- Business process analysis and improvement
- Troubleshooting and technical support escalation
- Software and cloud services discovery and implementation
Requesting Technical Support
Our service-based model seeks to connect you with resources that meet your needs and address your technical challenges. Below are support request systems used within the Division of Student Affairs (DoSA) and across UMBC. Please consider which system is most appropriate for your current situation before beginning the submission process.
UMBC Help Service and Support Request System
For students, staff, and faculty seeking institutional support for any technical issues or requests. Use this Help system for general support requests, account administration, instructional support, computer-related requests, or other technical issues. Please add Dan Neeley (dneeley1@umbc.edu) as a CC to your support request submission. Support requests are submitted to the Request Tracker (RT) system with the Division of Information Technology (DoIT) and Technology Support Center (TSC) teams.
Student Affairs IT Support Request Form
This form is specific to IT support requests in DoSA. Use this form if you are a DoSA staff member seeking to connect with or request support from the SACM team regarding a current or new information system, new project proposal, or technical support request specific to a divisional unit. Support requests are reviewed and prioritized on a rolling basis, and requestors should expect to be contacted about their request within two business days of their submission.
Student Affairs IT Support Request Form
SACM Team Email
Our entire team monitors and responds to messages received by our department shared mailbox account, sacm@umbc.edu. If you have any questions, general inquiries, or simply want to check in, please send an email using the above address.
Fundamentals
- Purchase new computing devices
- UMBC DoIT Recommended Technology
- Can I use this old laptop that I found?
- NO. UMBC-owned computers are considered property of the State of Maryland, and classified as sensitive inventory, which needs to be handled or disposed of in a particular way. If you find computer equipment that isn’t already in use, please connect with us via the outlined support request processes.
- Configure my new UMBC-owned computer
- Submit ticket to DoIT RT as a computer issue
- For inventory custodians: remember to submit additional form to Sensitive Inventory
- Sign up for emergency alerts
- Sign up for Omni Alerts
- Solve computer issues
- Problems getting online or connecting to wifi
- Check to see what wifi you are connected to
- Check connections
- Check pending computer updates
- Reboot / Restart the computer
- Submit a support request ticket
- Printer problems
- What printer are you trying to print to?
- When was the last time you were able to successfully print to that printer with this same computer?
- What message (error, warning, informative) are you receiving when trying to print?
- Problems logging into UMBC-owned computer
- Problems getting online or connecting to wifi
- Connect to the campus wifi
- UMBC Visitor is intended for visiting guests of the campus and considered public wifi
- Connect to eduroam
- The eduroam network provides a higher level of security than conventional, unencrypted wireless. When you use eduroam, all traffic between your device and the wireless access point is encrypted using WPA2. Once connected to eduroam, you may access networked drives, printers, and other UMBC systems as though you were on the campus’s physical network.
- Connect to the UMBC VPN
- UMBC uses GlobalProtect VPN as our virtual private network service. Connecting to UMBC’s VPN allows off-campus users to remotely connect to the campus network, which monitors and secures network traffic from your connected computer. All UMBC-owned computers should be configured to connect to the VPN, and users ought to use the VPN when using their computer off-campus (remote work, traveling, WFH, etc.), and ANY time the user is accessing sensitive systems or data.
- Onboard a new employee to technical systems
- Collect the new employee’s name, email address, and CampusID, then submit a SAIT Support Request to begin planning an onboarding session with the IT Operations Manager.
- When does this employee start working? Please give at least two weeks notice so access request processes can begin.
- Does this employee already have computer equipment assigned? Where is this employee assigned to work? Is there already a workstation set up for them?
- Do they need a phone number? Are they reusing a previously assigned number?
- What specific systems does this employee need immediate access to? And, at what level do they need this access? We can help identify and define appropriate access roles, but we will need the new employee’s supervisor involved in that discussion.
- When is it most appropriate to meet with the new employee to begin their technical onboarding? Please schedule a meeting as soon as possible once computer equipment has been allocated for the employee. We will discuss technical services, VPN usage, basics in user usage and cybersecurity, systems orientation, and much more. These sessions typically last about an hour.
- Collect the new employee’s name, email address, and CampusID, then submit a SAIT Support Request to begin planning an onboarding session with the IT Operations Manager.