May 24, 2014
Administrative support requests have grown exponentially since the spring 2013 launch of HiPerGator. As the administrative support needs increase for UF’s research faculty community, so has the UF Computing Help Desk’s role in providing assistance.
Catherine “Cat” Karow (pictured) was hired as the Help Desk’s research computing liaison in January, 2014. Cat and the Help Desk student staff are trained to assist faculty and lab staff with common computing concerns, like user access issues.
“As UF Research Computing grows, so will the need for additional help,” Karow said.
Student Help Desk employees can resolve basic research computing needs. More complicated concerns are forwarded to Karow, who will either resolve the issue or forward it to the appropriate senior administrator. Having Help Desk staff trained on “tier 1” and “tier 2” research computing support issues allows UF Research Computing staff to focus on building and deploying HiPerGator 2 and developing new services like GatorWOS and GatorVault.
“We’re just trying to solve the basic issues and take some of the workload off senior members of Research Computing,” added Karow.
For high-impact computing support, contact the UF Computing Help Desk (352-392-4357/HELP) or submit a support ticket request.