TECHNOLOGY SUPPORT

TSR: Technical Support Representative

The TSR Program provides an open information technology forum and a distribution channel of computing technology information, including critical security-related information, across the Health Science Center campuses.

Description:  The TSR Program was initially designed to enable at least one computing technology single-point-of-contact person in each department with the responsibility for first-line problem diagnosis and to facilitate resolution of technical questions at the departmental level. The Program has evolved to become essential in the realm of information security for UT Health Science Center including distribution of critical information, security-related patches/updates, virus/worm vulnerability announcements, and the required reporting of security ‘incidents’.

The TSR Program makes use of informational meetings, training programs, and cooperative, mutual assistance among TSR members. See TSR Listing (only accessible inside the UTHSCSA network).

The success of the TSR Program has a direct impact on the Health Science Center’s ability to successfully protect against technology and security-related disruptive threats. The program helps to minimize risks to our critical business systems and the data residing on those systems. The TSRs are an integral part of this trusted and reliable network of professionals supporting the missions of the Health Science Center.

Definitions:

TSR (Basic): Technical Support Representative (TSR). The departmental representative assigned the responsibility of receiving computer technology and security-related information from IMS and distributing that information as appropriate within their department. All TSRs should have a working knowledge of basic computer concepts.

Advanced TSR: Technical Support Representative (TSR)/Advanced is a TSR who has received significant training, has more technical proficiency in the department’s environment, and has information technology support duties as a primary job responsibility. Advanced TSRs may, at the discretion of the Dean, Director, or Chair, be designated to receive additional security training and related information from IMS and distribute that information as appropriate within their department.

System Administrator TSR: A TSR/System Administrator may be a more technically proficient member in the department’s environment and has been designated as having information technology support and/or server system administrator duties as part of their job responsibility. TSR/System Administrators may, at the discretion of the Dean, Director, or Chair, be designated to receive additional security training and related information from IMS and distribute that information as appropriate within their department. Refer to Handbook of Operating Procedures Policy (Section 5.8.6) for Administration of Security on Decentralized Server Computers for additional information.

Contact Information: John Garcia, Director, IT Service Management.  Phone (210) 450-5395.

Requirements: The Technical Support Representative (TSR) Program is governed by HOP Policy 5.5.13. The policy requires each department to appoint at least one TSR to ensure that a responsible person in the department has the knowledge and training to receive and distribute time-critical computing and security-related information to the department and to report general computing and security incidents to IMS.

The Dean, Director, or Chair is responsible for appointing the TSR(s) in their department.

Restrictions:  Some restrictions regarding function and privilege are outlined in HOP Policy 5.5.13.  Any waiver of these restrictions must be approved by Information Security and Assurance.

Time Constraints:  HOP policy requires each UT Health Science Center department to designate at least one TSR at all times.

Turn Around Time:  Requested changes to the TSR representation for a given department are generally processed within one business week.

Cost:  There are no costs associated with TSR membership.

Request Instructions:  Requests for additions, deletions, or changes to a department’s TSR designations should be submitted via the TSR Designation Form.