For the quickest response to computer support issues email firstname.lastname@example.org
for hardware and software support. Our first-tier technical support schedule is Monday-Friday, 8:00AM to 5:00PM
. Currently the Help Desk is monitored by a single member of the PACS team at any given time. While we try to get to all support issues within 48 hours, there are times when this is not possible. Due to projects, vacations or more pressing issues some help requests can take up to a week or longer to resolve. Currently PACS resolves 55% of our tickets within the first 48 hours.
When opening a help ticket, remember to provide as much of the following as possible:
Your Full Name
Your Location (Office Number / Lab)
Contact Info (Email and Phone)
Your Computer Name (if you know it)
Description of the Problem
For others means of support you can try the following
- PACS WIKI - For Astro and Physics self help.
- UW IT Connect - For Help with NetID, phones, Email and many other online resources.
- Network Operations (NetOps) - (206) 221-6000
- Other Grad Students - Physics/Astronomy has a few Grad students designated to help other students with some day to day issues.
Meet the Team
Wilson Waldrop - Manager of Computing Services
Wilson was hired in 2011 and comes to the Pacific Northwest from
Texas where he was born and raised. Having been an IT Manager for most
of the last 15 years he brings a wealth of IT knowledge and a folksy
southern accent to boot. His attitude towards providing top notch
customer service is a welcome addition to the PACS team. In addition to great customer service he gives FREE washer pitching lessons in the unofficial washer pitching court that he maintains near the Physics building.
Alan Jedlow - Senior Computer Specialist
Alan joined the Physics department in 1985. He has over 25 years of experience facilitating the relationship between silicon and carbon based life. He primarily manages the PACS Help Desk in the morning and manages the tape backup system in the afternoon.
William (Bill) Somsky - Senior Computer Specialist
Bill joined the Physics department in 1995. He is our resident Linux guru w/ 25+ years of Unix/Linux experience. His background it that of a computational physicist, having received his PhD from Princeton University in 1989. He has numerous hobbies and outside interests including music, photography and computer gaming. Given half a chance, he will talk your ear off about any of them. You have been warned!
- Systems Analyst/Programmer I
Shane joined the Physics department in 2011. He is our resident Physics webmaster and SharePoint guru.
Christopher Phillips - Senior Computer Specialist
Christopher joined the Physics department in 2016 and brings a wealth of Astronomical knowledge with him.
The Physics and Astronomy Computing Services group (aka PACS) services the departments of Physics and Astronomy as well as the Institute for Nuclear Theory (INT). This group was started in the late 90's when these three units realized that combining funding for IT under one group provided the following benefits:
* Provided a larger-scale, managed IT environment
* Reduced overhead costs for staffing
* Combined buying power
Today PACS mission has not changed, but the goals and the execution of department strategy has.
The PACS mission is to increase the efficiency and collaborate closely in the academic, research, and administrative functions of the units we serve. PACS uses it's extensive academic IT experience to execute the strategy set forth by the faculty of these units within the fields of information technology, data management, high-performance computing, software development, and business intelligence.
Provide outstanding customer support
Driving long-term, recurring overhead costs down
Decommision 8+ year old Polyserve storage system
Utilize UW ITs new Linux Directory Infrastructure (LDI) developed by Physics
Continue to document our systems (internal/external)
Cross train between team members to provide better day to day support
Keeping overhead costs down by:
- Outsourcing to central computing services and external service providers
- Standardizing desktop, laptop and printing platforms
- Providing a pool of loaner equipment