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Computer Support (PACS)

Support Options

For the quickest response to computer support issues (hardware or software) send email to one of the following addresses: 

Our first-tier technical support schedule is Monday-Friday, 8:00AM to 5:00PM. The Help Desk is monitored by all members of the PACS team.  We will respond to your ticket within one business day, and try to solve all support issues within two business days. 

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 (including Operating System if applicable)

For others means of support you can try the following

  • PACS WIKI  - For Astro and Physics self help.
    • If you are logged into your browser with a personal Google account, you will see a '404- Not found' error when you click this link. Make sure you are logged on with your NetID or start a 'incognito / inPrivate' session and use your NetID.
  • UW IT Connect - For Help with NetID, phones, Email and many other online resources. 
  • UW IT Service Status  - UW-IT notices, eOutages and high priority incidents.
  • Personal Computers
  • Mathematica - For more information on the software system Mathematica.

History 

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 early 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

PACS now also supports the eScience institute.

Mission

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 its 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.

2024 Goals

  • Provide outstanding customer support
  • Continue to document our systems
    • Update our Wiki
  • Cross-train team members to provide better day to day support
  • Keep overhead costs down by:
    • Standardizing desktop, laptop and printing platforms
    • Centralizing purchasing of IT equipment
    • Centralizing computing and storage services by using internal and external service providers
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