User Support
User Support services are focused on supporting individuals. The services provided in this area include:
Supporting your University computers & devices
| Included Services | Notes | ||
|---|---|---|---|
| Amounts are per FTE per year. See Service Fees | |||
| Setup of hardware and/or vendor-supported operating system. | Enterprise-class devices are strongly preferred. | ||
| Installation assistance for properly licensed software listed in WebStore | WebStore (Assistance may be limited for personal devices.) |
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| Configure network settings | Enterprise authentication, security and firewall settings (Assistance may be limited for personal devices.) |
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| Mobile device support | Networking, Email, Calendars, VPN, Illinois Box, Microsoft Teams (Assistance may be limited for personal devices.) |
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| Equipment decommissioning |
Removal of data and proper disposal of University-owned computing equipment |
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| Configuration, ordering, and receiving of computer hardware and software | |||
| Ongoing maintenance | Includes installing patches and application updates | ||
| Configuring and monitoring any implemented backup solutions | |||
| Installation support for software associated with specialty devices | Tools might include microscopes, 3-D printers, machine shop, cleanrooms, etc. | ||
| Coordination with vendors for software license agreements, renewals, and hosting arrangements. | |||
| Installation and licensing of research-specific software | Tools might include MatLab, LabView, COMSOL, etc. | ||
| Connection of computers to specialty devices | Tools might include custom experimental equipment, 3-D printers, and cleanroom tools. | ||
| Consulting on research technology purchases | Recommend computers appropriate for the research needs. | ||
| Assistance in finding and using other research-related campus and national services | Campus cluster, Globus, etc. | ||
Supporting You
| Included Services | Notes | ||
|---|---|---|---|
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Assisting users with connecting to University resources, including centrally-provided campus IT services
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Assistance in connecting to University resources (e.g., wireless network, printers, fileshare). Support is more limited for non-University devices. Mobile device support is described in Mobile Device Support. * When assistance goes beyond standard support capabilities, the Help Desk will refer users to the appropriate service manager or support professional. | ||
| Troubleshoot network connectivity issues | |||
| Setting up printers | Configuring printers for printing over the network | ||
| Initial and ongoing configuration of operating system and applications, as well as monitoring and incident response/resolution | Engineering IT will keep abreast of and follow industry best practices for security, State and University policies, and the requirements and recommendations of Technology Services. | ||
| Troubleshooting printers | Providing support to departmental printers | ||
| Troubleshooting and resolution of software and hardware issues on supported computers | Troubleshooting to the best of Engineering IT staff combined abilities. This generally includes getting hardware and applications to run as designed. In-depth knowledge of the features and function of individual applications is outside the scope of this service. |