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 | 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 | 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. |