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University of Illinois Urbana-Champaign
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

Standard IT Support

 

Overview

Engineering IT provides in person and remote support for Grainger College of Engineering faculty and staff. This service is provided by Engineering IT Shared Services Administrative Support staff.

Covers

Grainger College of Engineering faculty and staff receive IT consultation and support for university-owned desktops, laptops, and mobile devices. Windows and Mac OS are fully supported for desktops and laptops. Android and iOS are supported for mobile devices connecting to campus services. Additional mobile device support can be found on the Mobile Device services page. Best effort is provided for all other platforms.

Features

Ordering, Setup, and Maintenance

  • Configuration, ordering, and receiving of computer hardware and software.
  • Initial setup, including network configuration, UOFI Active Directory, OS security, and application installation and configuration as required/requested.
  • Installation of endpoint management software for ongoing regular maintenance including OS and application updates as well as system vulnerability monitoring.
  • Configuring and monitoring any implemented backup solutions.

Storage

  • Small home directories, large enough for standard administrative use, are available.
  • Group directories for file sharing within offices
  • Snapshots of provided home and group directories

Troubleshooting

  • Troubleshooting and resolution of software and hardware issues on supported computers to the best of Engineering IT staff members’ 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.

Software Licensing

  • Coordination with vendors for software license agreements, renewals, and hosting arrangements.

Security

  • 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.

Bundled Services

In addition to the above features, the following services are included for all users covered by Standard IT Support. Additional support work above and beyond can be obtained through the Hourly Support service.

  • Basic Support
  • Mobile Device Support
  • Printing Support
  • Network Connectivity

Available To

Departments and units within Grainger College of Engineering.

Service Hours

Requests will receive a response within one business day, Monday through Friday, 8:30am to 5:00pm, excluding University holidays.

Support Contacts

  • Email:  engrit-help@illinois.edu
  • Phone:  217-333-1313
  • Walk-in at Help Desk Locations.

Cost

Current rates for this service can be found on the Service Fees page.

Service Terms

Users of this service agree to the following terms:

  • Engineering IT must be consulted on all new purchases or acquisitions of machines or software to be supported.
  • Engineering IT must have administrator-level privileges on all supported computers.
  • Engineering IT reserves the right to refuse support on hardware or software that is significantly past end-of-life (which is typically 5 years for PCs and past vendor support for software).
  • Engineering IT will apply updates on a regular basis. Updates may require a restart of the computer. Engineering IT will also install critical or emergency software updates with minimal notice if necessary for overall network security. Some exceptions are possible.
  • All subscribers of this service must provide an accurate and up-to-date list of users to be supported.
  • The provided home and group directories are not intended for research data. Please see related services for better options for large quantities of data.

New Service Inquiries

Sal Belahi
sbelahi@illinois.edu

Related Services

Research groups may be interested in these additional cost-recovery services:

  • Research support
  • File and Data Storage

Last Revised:  January 12, 2017

Get Help

Questions about this topic? Don't see what you're looking for?

Email engrit-help@illinois.edu, call the Help Desk at 217-333-1313, or contact your primary IT support professional.

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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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