The Office of Information Technology provides technology-based services to meet the academic and administrative needs of the University. These services range from state-of-the-art classrooms to providing access to leading edge research networks.
The Office of Information Technology is located in Shaw Hall.
IT's new chatbot, Astra, recently launched and we are excited to offer the campus a new way of requesting assistance!
Astra can help answer common IT questions using intelligent AI that searches both the help.fit.edu and it.fit.edu websites, making self-service help fast and efficient.
Astra cannot answer academic questions; please visit the Student Section on fit.edu for assistance.
The Ivy.AI chatbot also introduces a live chat option for more personalized, real-time assistance during normal Tech Support hours (M-F, 8am-5pm). When the bot does not know the answer to a question, Tech Support agents will take over the chat to assist.
After working hours, visitors will be able to open a ticket right from the chat window.
TeamDynamix is a cloud-based IT service management system widely used in higher education, assisting the Office of Information Technology with robust ticketing, reporting, project management, asset management, and change management functions, among other functionality. With TeamDynamix, the campus community can expect a user-friendly experience when searching for information or requesting help from IT.
The comprehensive Client Portal features a Service Catalog that houses all the services that IT provides, which makes requesting assistance more defined while giving users better transparency on ticket statuses.
Users can easily add attachments or paste screenshots to a ticket when submitting a request. Automatically-generated emails are sent when updates or changes have been made to a ticket, as well as to appropriate users for approval access to specific services. Users are also able to log into the Client Portal to view their ticket status at any time.
The Client Portal houses the Knowledge Base, a repository of self-help answers to many common IT questions. Users are able to browse through – and search for – articles on many IT-related topics to help solve an issue or provide more information.
A good place to get familiar with the new system is the Learn About the TeamDynamix Client Portal section, where users can view answers to questions related to using the new system.
Note that users will need to log into the Client Portal using TRACKS prior to submitting a ticket, with the exception of requesting log-in assistance. Browsing the site does not require logging in.
