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The Grainger College of Engineering
Engineering IT Shared Services
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In This Section
  • Services Overview
  • Accounts and Security
    • Endpoint Security
    • Guest Accounts
    • Information Security
  • Data Reporting and Analysis
  • Email, Teams, Calendars, Collaboration
    • Calendaring
    • Campus Mailing Lists
    • Collaboration Tools
    • Email
    • Facilitation
    • Voice (Teams)
  • Emerging Technologies
    • AI Consulting
    • Infrastructure Consulting
  • EngrIT-Supported AV
    • Directory of EngrIT-AV Rooms
    • Request AV Room Support
    • Request Digital Signs
    • Request Lecture Recording Support
    • Ongoing AV Projects
  • File and Data Storage
    • CrashPlan Pro Backup and File Recovery Service
    • EngrIT Storage
  • Hardware & Software
    • Amazon Web Services Provisioning
    • Computer Replacement Program
    • Hardware Purchase Consultation
    • IT Equipment Decommissioning
    • Laptop Loan Program
    • Software Licensing
    • Software Purchase Consultation
    • Version Control
  • Instructional Services
    • Departmental Instructional Labs
    • Digital Accessibility for Instruction
    • Engineering Workstations (EWS)
    • EWS Linux Software Modules
    • Instructional Test Kitchen
    • Remote Connections
      • Remote Connections-Citrix SLD
    • Teaching and Learning Resources
  • Network Connectivity
  • Portal Applications (Engineering)
    • Application Development
  • Printer Services
    • Faculty/Staff Printing
    • Instructional Labs Printing
  • Research Services
  • Server and HPC Services
    • Server Hosting
  • Service Fees
  • Services & Support for Students
  • Services & Support for Units
  • Software Modules
  • User Support
    • Basic Support
    • Hourly Support
    • Mobile Device Support
    • Research Support
    • Standard IT Support
  • Website Services

User Support

User Support services are focused on supporting individuals.  The services provided in this area include:

  • Basic Support
  • Standard IT Support
  • Research Support
  • Hourly Support
  • Mobile Device Support
  • A la carte services

Supporting your University computers & devices

Included Services
Standard
Research
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.)
Configure network settings Enterprise authentication, security and firewall settings
(Assistance may be limited for personal devices.)
Mobile device support Networking, Email, Calendars, VPN, Box.net, Skype for Business
(Assistance may be limited for personal devices.)
Equipment decommissioning

Removal of data and proper disposal of University-owned computing equipment

Configuration, ordering, and receiving of computer hardware and software  
Ongoing maintenance Includes installing patches and application updates
Configuring and monitoring any implemented backup solutions Uses CrashPlan
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
Basic
Standard
Research
Notes

Assisting users with connecting to University resources, including centrally-provided campus IT services 

 

* 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 basic 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.

A la Carte Services

  • Cluster management
  • Server management
  • Storage

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3216 Digital Computer Laboratory

1304 W Springfield Ave

Urbana, IL 61801

Phone: 217-333-1313

Fax:

Email: engrit-help@illinois.edu

Help Desk

Help Desk Hours and Locations of Operation
Mondays - Fridays: 9 a.m. - 5 p.m.
2302 Siebel Center for Computer Science

Monday - Fridays: 9 a.m. - 12 p.m. and 1 p.m. - 5 p.m
1005 Mechanical Engineering Laboratory (MEL)

Phone and Email Support
Mondays - Fridays: 9 a.m. - 12 p.m.

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