USC Ming Hsieh Department of Electrical and Computer Engineering: IT Support

IT Support Guide

Seth Scafani, Allan Weber, Alexander Sawchuk

August 1, 2019

Introduction

The current Ming Hsieh ECE-Systems (ECE-S) IT support environment evolved from staff who supported the in-house computer and network needs of the Signal and Image Processing Institute (SIPI) and the Integrated Media Systems Center (IMSC). They provide flexible, fast-response support for the rapidly changing needs of academic, administrative and research users.In recent years, this has evolved so that ECE-S IT staff supports and services academic, administrative and research related needs for ECE-Systems. Two people do this: Seth Scafani (about 85% time) and Allan Weber (about 15% time). These staff support the very heterogeneous mix of computing systems needed by ECE-S faculty, research faculty, staff, and graduate students, including Windows PCs, Macs, Linux, FreeBSD, and other special purpose hardware. They also manage a dedicated gigabit Ethernet network (a so-called private net (ViterbiNet)) that supports ECE-S research in EEB.

In recent years, the Viterbi School of Engineering (VSOE) has established a centralized support operation headed by Michael Goay (Viterbi IT) that services some of the academic, administrative and instructional computing needs of faculty and staff. They offer services at different levels, and their main clients are VSOE departments with little or no in-house IT support (only ECE-S and AME have significant in-house IT support). They do not service research needs. Details about Viterbi IT are given later in this document.

Philosophy of support

The primary policy guiding ECE-S IT support activities is: If it's broken, we'll try to fix it; and we will help installing and maintaining software and hardware given the resources available. We cannot offer a guarantee that we can make the necessary repairs, but before seeking on-campus help from Viterbi IT, ITS, or an outside repair center, please see us first.

Which systems are supported by ECE-Systems IT?

The ECE-Systems IT staff primarily supports administrative and academic systems. This includes faculty and staff desktop systems but in most cases does not include research systems, such as research servers or systems purchased for graduate students to use for their work. Systems owned by students are not covered. This is not limited to systems purchased with USC funds. If a system is the personal property of department personnel, but for some reason is needed to perform USC related work, then we will make an attempt to fix the problem. In all cases we may be able to advise on how to maintain systems and occasionally provide replacement parts if they are available but in general we can do little to support research systems.

Diagnosis and repair

The ECE-Systems IT group will help diagnose any problems and recommend a course of action, but does not pay for major repairs to your system. If repairs by an outside vendor are required, or replacement parts must be purchased, that is handled either by the department (for administrative staff), academic lab funds (instructional labs), or the principal investigator (faculty, RAs and research lab equipment).

How to get help

The preferred method of contact is via the myViterbi Help Desk located at https://myviterbi.usc.edu/. (USC login required) The link to the Help Desk is in the upper right corner of the page. Once in the Help Desk, create a new ticket from the section in the upper left corner of the page.

Seth Scafani - EEB 402, , 213-740-9595

Spare parts

The ECE-S IT support group has over the years acquired a large and highly varied stock of spare parts that are usually freely available for your use. We do not normally do any pre-emptive stocking of parts in that we do not go out and buy things that we feel will be needed in the future for replacing defective items. Almost everything we have is the result of cannibalizing equipment that was due to be scrapped and keeping the stuff we felt might come in handy.

Keyboards and mice - These are usually available and while they may be functionally equivalent to your defective item, it's unlikely they are exactly the same as the part you are replacing.
Power supplies - We sometimes have spare power supplies although the number of different models reduces the chances we'll have one that fits your system.
Memory - RAM SIMMs and DIMMs are often recovered from scrap systems. Check with us if you need to replace one.
Disk drives - We usually have some spare drives. They may be significantly smaller than the one you are replacing but in many cases they are large enough to serve as a replacement.
Cables - Common cables like SVGA video or USB cables are sometimes available. We have a large collection of CAT-5e networking cables, and can make network cables of almost any length. Definitely check with us before buying any CAT-5e network cables.

Software

The ECE-S department will purchase required software for systems used by staff and teaching faculty. ITS also provides central access to Microsoft Windows for up to five machines per user for faculty and staff machines doing University work. Other software products can be requested and the ECE-S IT staff will work with the department and Viterbi IT determine the best way to purchase it.

Special requests to have software purchased for use in teaching classes should be directed to the department well in advance of the start of the semester.

For research applications, faculty are responsible for providing software for themselves and their RAs. We do not provide copies of other software unless USC or Viterbi IT has arranged a site license for it. When a need arises for a particular piece of software, check with us to see if we know of any site licenses that might reduce the cost of acquiring it.

USC supplies a number of different programs to faculty, staff and students through the https://software.usc.edu web site. (USC login required) For example, the Matlab software can be acquired from this web site. In addition, Viterbi provides a collection of Microsoft software under its Microsoft Azure Dev Tool https://viterbiit.usc.edu/services/hardware-software/microsoft-imagine-downloads/agreement. (USC login required)

Shared folders

The department has a large collection of shared folders on the ee-fs.usc.edu file servers. These are created for a wide variety purposes such as research reviews, merit reviews, scanning of documents, etc. If you require a shared folder for you and your colleagues to use for your work, contact the IT staff to have one created. For information on accessing shared folders from Macs and PCs see http://ee.usc.edu/info/shared_folders

ECE Web pages

The department runs a web server (http://ece-classes.usc.edu) that is intended for hosting web pages for classes taught in ECE-Systems and EE-Electrophysics. Most classes have their official web site on USC's Blackboard system but there have been issues in the past with insufficient storage space on Blackboard and a need to have material permanently online rather than only for the current semester. The ece-classes system was set up to address these issues. Faculty in the department can choose to host their main class web page or a supplemental one on ece-classes and can put whatever they want there and leave it online for as long as it's needed.

In order to support a large amount of data, it was decided to not do any backups of the system. It is important that all users of the system are aware of this policy. If you put files on the ee-classes system, always make sure you have a copy of the files somewhere else.

If you wish to have space on the ece-classes system for a class you are teaching, see Allan Weber to obtain access.

Those wishing to have a hosted web page for themselves or research group can do so through the service provided by either ITS or Viterbi IT. Details can be found athttps://viterbiit.usc.edu/services/digital-communication-services/websites/.

Backups

We currently do weekly backups of some faculty and staff systems and of the department file servers. If you wish to have your Mac or PC included in the list of systems that gets backed up, see Seth Scafani. The backups are normally done at night over the network so it is necessary that your system be attached to the campus network at night and be configured to stay on at all times. Space on the backup media is limited and we do not have the resources (or time) to backup all files on the system (no video/pictures/music folders). Users should determine what files are most critical and work with the IT staff to ensure that these are backed up. As a rule of thumb, users should plan on a maximum of about 50 GB of files to be backed up.

USC Drive (https://itservices.usc.edu/uscdrive/) is a high-performance storage service offered by ITS with nightly backups. All USC faculty, postdocs, and graduate students get 50 GB of storage on USC Drive for free and may purchase additional 50 GB blocks for a fee.

Large-format printing

ECE-Systems currently has a large-format color inkjet printer that can be used to produce signs and posters. This printer is not available for general unrestricted use due to the significant cost of operating it. However all ECE faculty, staff and students can send files to the IT staff for printing. It can be use for any department related activity such as graduate student's poster papers, announcements of seminars and lectures, etc. Due to the high cost, we simply ask that people only use this service for work that justifies the cost. Please don't ask that we print wallpaper for your office.

The most common use of the printer is for producing poster papers for graduate students. As long as the content of the output is clearly USC and ECE-Systems related in some way it will be printed. For things like posters papers, there must be at least one author listed at the top affiliated with ECE-Systems, or it must be obviously associated with one of the ECE-Systems research groups. We will not print posters for colleagues at other universities unless an ECE-Systems person is also listed as one of the authors.

The IT staff prefers to receive the document to print in PDF format and most printing can be done within 24 hours of receiving the file. However we strongly encourage people to send it with more lead time (48 hours recommended) in case there are problems with the file, or there is some problem with the printer. All printing is done on a "best effort" or "take it or leave it" basis. In cases where the author of the material feels that the output does not have exactly the correct color balance or is perhaps the wrong size by a few percent, they will be told that they will have to take their work to some place like Kinkos if they are not satisfied with our results.

For more information on the large format printer, see http://ee.usc.edu/info/big_printing or contact Seth Scafani.

VPN (Virtual Private Network)

With the Secure|Connect initiative, ITS blocks access to almost all on-campus systems from non-authenticated sources. This includes connecting to machines using Microsoft Remote Desktop Protocol (RDP), file share servers via SMB (Server Message Block), and certain USC restricted access systems.

The official work-around for this is to use VPN to make an authenticated connection to the USC network first, and then the client machine should be able to connect to the system on campus. The web page https://itservices.usc.edu/vpn/ has information on how to download, install and use the VPN software. The links along the right side of the page that say "AnyConnect Client..." have instructional videos on how to use the software.

The RDP restriction will also affect users of USC Guest Wireless since that wireless network does not require authentication and systems using it are considered to be outside the USC network. Even if you are on campus, if you are trying to connect from a system using USC Guest Wireless to another on-campus system, you will have to use VPN in the same manner as if you were connecting from an off-campus system. Users of USC Secure Wireless should not be affected since that network requires authentication.

Purchasing equipment

The IT staff will provide consultations and recommendations, if requested, when faculty or staff are planning for the purchase of new equipment. We can often provide advice based on past experiences with a vendor or specific types of computers or peripherals. For example, if you are in the market for printer, we can help determine whether a certain model is compatible with your system. We might recommend a particular model since there are others like it in the department and this might reduce the cost of consumables. Proper selection of vendors and models can also heavily influence how much support you will be able to receive in the future from our staff.

When purchasing computer equipment other than standard desktop or laptop systems, such as rack-mount server systems, we would encourage you to contact us to help determine if there is sufficient power, cooling and space available. We have had significant delays in the past in getting large systems online simply because it came with a power cord that could not be plugged in to any available outlet. If we can determine these potential problems in advance we can help you select a different model, or arrange for USC's Facilities office to install the needed service.

Installation of equipment

The IT staff will assist in the installation of new computer equipment and peripherals in faculty, staff and RA offices, research labs and instructional labs. We strongly recommend that you discuss the equipment acquisition with us prior to it arriving (see above). This will give us time to make sure the necessary power and network connections are available in the room.

Host registration

All systems that are attached to the USC wired network must be registered with ITS. If an unregistered system is connected to a wired USCnet port, ITS's network switches will disable the network port and take the system offline. To register a system, contact Seth Scafani.

Active network ports

Go to http://ee.usc.edu/info/ports for a mostly up-to-date list of active USCnet network ports in EEB. This list may not be completely current, but since ports are rarely deactivated, if it appears on this list then it should be an active port.

More detailed information on ports and host registration can be found at http://ee.usc.edu/info/connect

Off-campus support

The IT staff will not provide support for computing activities off the USC property. Specifically, they will not make house calls to fix computer(s) at your personal residence. This policy is mainly to due liability concerns involving the staff driving around on USC business. We can assist with repairs to home systems if the systems are brought to USC.

Electronic locks

Several of the labs in the Electrical and Computer Engineering Department use Schlage AD-200 electronic locks, for controlling access to the room. The locks use USCards that have a proximity chip in them for access. Click on this link: Electronic Lock Access List for more information on the locks, how to arrange access, and to see a list of who currently has access to which rooms.

To have additions or deletions made to an access list, contact Seth Scafani.

Electronic lock access to the buildings after hours is available through Ted Low theodore.low@usc.edu. He will need the building, ten digit ID, and expected graduation date (for students).

Viterbi IT services and support

Viterbi IT (https://viterbiit.usc.edu) offers in-house and contracted services that they offer to Viterbi School faculty and staff, including ECE-Systems. They are the contact point for site licenses for several software products such as the Windows operating systems and Microsoft Developer Tools. Other software products may also be available. They also offer:

Microsoft Exchange accounts to faculty
Cloud-based backup (https://viterbiit.usc.edu/services/data-storage-backup/viterbi-private-cloud-based-backup/) - 400 GB/Faculty, 200 GB/Staff
Remote Meetings (http://uscviterbi.bluejeans.com)
Network Storage space (smb://vsoefs.vsoe.usc.edu/) - 40 GB/Faculty, 10 GB/Staff

Many of these products are available for installation on faculty and staff systems that have been registered with the VSOE IT office. Note that the software products available through the VSOE IT office are not intended for research use and can not be installed on systems used for research or those used by research assistants.

To utilize these services, it is preferable to see Allan or Seth first before contacting Viterbi IT.

ITS services and support

USC ITS (Information Technology Services) is the main IT support organization for the University. Among other things they are responsible for maintaining the campus network and assigning IP addresses for statically and dynamically addressed hosts on the network. Below are are some links to ITS web pages that may be of interest to users. Most of these links require a USCnet Login using your USC username and password.

Free Software (USC login required): USC has a number of software packages (MATLAB, VPN clients, Sophos virus protection, etc.) available for free download to USC faculty, staff and students. If you don't see a package listed under the OS selected, try a older version of the OS. The older one may work on your newer OS.
Mail lists (USC Login required): SYMPA mail list software
Qualtrics (USC login required): Qualtrics is a web-based survey system that features a rich set of tools to support simple to complex survey constructs, survey flows, and reporting.