Overview

The University offers Desktop Support to assist staff with a variety of desktop issues. Examples include password resets, operating system problems, data encryption, and device relocation. Support includes both remote and in-person assistance.

Features

This service provides access to:

• Tier 1 Service Desk remote support
  • The Service Desk provides remote support via Microsoft Teams or Beyond Trust Remote Control to resolve Tier 1 issues (e.g., password resets, application launch issues).
• A dedicated desktop support specialist
  • Each supported department has a primary technician who understands the department's unique technical needs and is supported by the broader Desktop Support team.
• Remote and in-person assistance
  • Support is available both in-person and remotely.
  • In-Person: If on campus, a Desktop Support Specialist can schedule an onsite visit to address the issue.
  • Remote: Support specialists can use Beyond Trust to connect to ITS-managed devices, provided the client has internet access.
• Escalation and oversight by the Desktop Support Manager
  • The Desktop Support Manager reviews escalated tickets to ensure urgency is prioritized and routed correctly.
• Support for IT Services-deployed workstations (Windows and Mac)
  • Support includes hardware and software troubleshooting, diagnostics, and device swaps if necessary.
• Preliminary hardware analysis and troubleshooting
  • Issue Identification:
    • Gather detailed information from the user about the issue.
    • Determine if the problem is intermittent or persistent.
    • Identify when the issue began and whether recent changes may be the cause.
  • Basic Hardware Checks:
    • Check for physical damage.
    • Disconnect peripherals that might be causing the issue.
    • Run diagnostics tools such as Dell Support Assist.
  • If hardware cannot be repaired, Desktop Support will coordinate with the Computer Acquisition team for a warranty swap or new device request.
• Operating system and application support, including (but not limited to):
  • Windows 10/11
  • macOS 14 (Sonoma) / 15 (Sequoia)
  • Microsoft 365 (Outlook, Word, Excel, PowerPoint)
  • Internet browsers (Safari, Chrome, Edge, Firefox)
  • Adobe Suite
• Data security (hard disk encryption)
  • BitLocker (for Windows devices)
    • A full-disk encryption feature in Windows that secures data by encrypting the entire drive.
    • Helps protect sensitive information from unauthorized access in case of theft, loss, or unauthorized system access using 256-bit AES encryption.
  • FileVault (for Apple/Mac devices)
    • Apple's full-disk encryption feature for macOS, designed to protect data by encrypting the entire startup disk.
    • Ensures that only authorized users with the correct login credentials or recovery key can access the system.
    • Encrypts the entire startup disk to prevent unauthorized access using XTS-AES-128 encryption with a 256-bit key.
• Mac OS/Windows local disk "cloud-based" backup
  • Using CrashPlan a cloud-based backup and disaster recovery solution.
    • CrashPlan is installed on all ITS Managed Computers and is set up by a Desktop Support Specialist when the computer is deployed.
    • Runs in the background and automatically backs up main files from Desktop and My Documents
    • Can be restored by Desktop Support via cloud management portal
    • Uses 256-bit AES encryption and secure cloud storage.
• Printer connectivity assistance
  • Assistance connecting to both local and network connected printers
• Computer relocation assistance
  • Desktop Support team assists with relocating computers and computer equipment for the support department to a different on-campus location.
    • 5 or less moves - Desktop Support can assist with ticket submission
    • 6 or more - requires 1-to-2-day coordination time
• New department onboarding assistance