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Unformatted text preview: echs are required to enter each contact into the ITU
Support Center’s online incident management system.
ResTechs are also required to attend monthly, training
sessions, held in conjunction with ITU staff.
Lead ResTechs perform the same duties as ResTechs but
have the added responsibility of assigning work requests to
the ResTechs, maintaining staff coverage during program
hours, and providing second-level troubleshooting support
for difﬁcult issues. To ensure customer satisfaction with the
work performed, a survey is sent to the student when the work request is closed. Survey responses are reviewed by
the program manager, and corrective action is taken when
Web: itusupport.gmu.edu/ResTech Mason Web Mason Web is the university’s electronic, university-wide
information system, allowing access to a wide range of
information and electronic services provided by university
ofﬁces and organizations. The following is a sampling of
what is available on Mason Web: the University Catalog
and the Law School Catalog; each semester’s Schedule of
Classes; the student, faculty, and staff directory; university
news and announcements; Mason’s online library catalog;
and access to other Mason information systems.
Mason Web is available directly through the world wide
web at www.gmu.edu. Assistance on using and contributing to Mason Web is available a...
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