The Client Infrastructure & Technical Support Services unit provides multi-tier hardware support for desktop devices, peripherals (keyboards, mice, monitors, printers, and scanners), and stand-alone printers for the University’s network of staff, faculty, and students, including the initial response of computer-related problems, triage, and the ability to replace faulty parts. The replacement of desktop computers and laptops will be performed adhering to UMIT and industry best practices.
The unit also provides imaging of desktop devices. All computers connecting to the University’s network have standard programs and security settings installed, including a supported version of the operating system, and University-licensed programs such as anti-virus software. This configuration is referred to as an image, which is developed and installed by desktop technicians. Images apply to both desktop computers and laptops. These standard images are used to perform backups and restore data during new computer installs and replacement.
Microsoft frequently releases critical updates as well as security patches required for functionality of the operating system. These updates are installed via the network on managed computers and laptops connected to the University’s network.
Users have the ability to contact the UMIT Help Desk to initiate service requests via phone or email, including triage, and assignment to resources with the adequate skill set. The Help Desk utilizes software management tools to provide logging and history of service requests, as well as automated status updates.
This unit is responsible for installing and configuring the following devices:
- New desktop devices, or laptops
- New printers or scanners
- New peripheral electronics
- Mobile devices, including iPhone and BlackBerry devices, to connect to the wireless network, and sync University issued email accounts, including email messages, calendar appointments, and contacts