What is MCS?
Microcomputer & Communications Support (MCS) provides all FCRDC employees with a central resource for support and service of their PCs, Macs, and related peripherals and communications equipment. MCS is organized into three groups: Microcomputer Support, Networking and Communications, and the NCI-Frederick Computer Services HelpDesk.
What services does MCS provide?
MCS personnel provide operational support and service for PC and Macintosh compatible microcomputers, local area networks, and related peripherals. In short, if you have a problem with your microcomputer or network, MCS can help.
Are there any requests that MCS can't perform?
While MCS would like to be able to respond to every request, limited resources make it impossible for us to perform routine preventive maintenance tasks on your system. This includes backing up the data stored on your system or periodically scanning your system for viruses. MCS technicians can show you how to perform these tasks yourself. Simply contact the NCI-Frederick Computer Services HelpDesk and a technician will assist you with any of these tasks the first time.
What is my program charged to use MCS services?
Nothing. MCS is not a "shared service" and does not charge individual programs for our services.
How do I request service from MCS?
The Computer Services Helpdesk provides the NCI-Frederick community with a single point of contact for computer service and support. For information about contacting the Helpdesk, please see the Computer Services Helpdesk Website.
How long will it be before a technician arrives?
Most requests are handled on a "first-come, first-served basis"; however, priority may be given to requests of an urgent or critical nature. In addition, requestors may also ask to schedule an appointment. While scheduling an appointment usually results in a slower turn-around, some requestor prefer the convenience of scheduling an appointment. MCS has also set minimum response goals for service calls- for further information please see our MCS Service Goals.
How can I check on the status of my request?
Requestors can check the status of their requests by contacting the Computer Services Helpdesk at x-5115, or via the Computer Services Helpdesk Website.
How can I make a suggestion, register a compliment, or lodge a complaint?
MCS has instituted several methods by which users can provide feedback to MCS management. Upon completion of any request, the user is asked to sign a small form that details the work performed by the MCS technician. In addition, the user is also asked to indicate (via a simple checkbox) whether the work performed was “Satisfactory”, “Unsatisfactory”, or if the user would like a supervisor to contact him. The MCS Manager immediately contacts any user who indicates other than satisfactory service. Requestors are also encouraged to contact the MCS Manager with any question or concern related to microcomputer support at NCI-Frederick.
Can I get software for my computer from MCS?
The NCI has several site-licensed programs that can be freely used by NCI-Frederick personnel. The installation media can be borrowed from the Computer Services Helpdesk, building 363 (please call the Helpdesk at x-5115 to check availability).
What about programs not part of the NCI-Frederick Site-License?
You must purchase any additional software that is not site-licensed for use at the NCI-Frederick. The administrative personnel for your project area can help you submit a purchase request if you need to purchase additional software.
Can MCS help me use my computer and programs?
While MCS staff will assist you with general usage and how-to problems, the shear volume of programs in use at NCI-Frederick makes it impossible for us to be experts on each and every one. If your needs are beyond the scope of our knowledge we may suggest you take one of the Software Training classes we offer every Fall and Spring.
Can MCS help me with purchasing equipment and programs?
MCS personnel can assist in purchasing decisions; however, we also recognize that each user's needs are unique. General recommendations are available online. Also, please bear in mind that MCS employees may not be familiar with a particular application or field. Questions like "What is the best program for molecular modeling?" may be better directed to your colleagues instead of MCS.
Can MCS help me connect my computer to a scientific instrument?
Yes, if you have the documentation and the software to do so. You may have to contact the instrument vendor for additional information or to purchase the software. Due to the proprietary nature of many instruments, we strongly recommend including the connection and configuration of the instrument to your PC in the purchase request when buying a new instrument.
