DoIT Desktop Support Services

Description

Division of IT Technology Support Services (DoIT TSS) offers a multi-tiered support service for CSU departments. This service is designed to provide flexible and reliable enterprise-level technology support while minimizing departmental overhead expenses. The DoIT TSS support model provides CSU departments with a flexible and cost-effective way to manage their departmental technology resources while leveraging a variety of DoIT teams to support those resources. DoIT TSS assists with technical support of end-user devices, applications, peripherals, and other related technology. Support includes recommendation, installation, and testing of computer systems and peripherals within established standards and guidelines, as well as interaction to install, diagnose, and resolve issues with operating systems and applications that adhere to University standards. A ticketing system is utilized to track and manage requests.

Pool of staff resources which can be leveraged when additional assistance is needed with large deployments or projects.

Increased time to focus on your core business functions.

Reduce costs and control operational expenses.

Improve productivity and reduce downtime.

Technology risk mitigation

Contract options

Basic Hosted Support 

Requires Department SLA 

Includes hosting endpoints in DoIT directory services, operating system security and feature patching, connection of network printers leveraging DoIT print servers.

Managed Workstation Support
Requires Department SLA 

Includes all services provided under Basic Hosted Support. System fully managed by specialists using centralized client management tools, including:

DoIT TSS provides the following workstation support:

Onsite support as needed when remote support is not available or possible

Preparation and configuration of desktop/laptop units and peripherals, including scanners and printers

Operating system and software updates, security patching

User profile management

Relocate desktop PC’s, docking stations, and peripherals

Install, configure, and upgrade software that adheres to University standards. Software must be purchased by the user prior to installation, if a University license does not already exist

Install and configure specialized software when not in conflict with University standards. Work with 3rd party vendors to troubleshoot when applicable

Install and maintain antivirus software – antivirus software is required, currently Windows Defender for machines running Windows OS and Mac OS

Hardware troubleshooting on desktop computers and laptops. If a hardware problem (failed hard drive, bad memory chip, etc.) is identified, Technical Services will work with approved vendors to obtain replacement parts. If the computer in question is not under the manufacturer’s warranty, the subscribers will be responsible for purchasing parts

Troubleshoot network connectivity (ethernet and Wi-Fi) by assessing the current network state and request network maintenance, if needed

DoIT TSS will work with 3rd party vendor support for devices such as network printers, scanners, etc., during a time satisfactory to all three parties involved, during official DoIT TSS business hours

Troubleshooting of Macs, escalate to RAMTech Repair team if requested.

Ordering assistance – Provide quotes for ordering desktop computers, laptops, and peripherals which meet University standards. Subscribers will place actual orders

Proper surplus disposal of obsolete equipment.

Litigation Hold – backup data from desktop pc’s and assist with data collection when requested

Assist with Resource Coordinator tools (M365) if requested.

Manage M365 and Adobe Acrobat licensing as requested.

Departmental Teams, SharePoint, and OneDrive cloud storage management

Inventory Management

Services NOT included:

The following is a list of services NOT covered by DoIT TSS.

Hardware parts, DoIT TSS does not provide free hardware. If hardware is required which is not under warranty, the department is responsible for the purchase of the necessary equipment.

Individual tutoring on operating systems or applications.

Building or maintaining Office documents or other systems.

Moving/relocating desks or office furniture.

Changing/installing printer toner/paper.

DoIT TSS will retain sole administrative access to computer systems. This policy is mandatory. Exceptions may be made under certain circumstances for demonstrated business needs for local accounts only. NetID accounts are never allowed to be administrative accounts on any devices.

Computer Lab Support

Requires Department SLA

Includes all services provided under Managed Workstation Support for computer lab desktop/laptop computers where local data does not need to be saved, transferred, or considered in any way, including user profiles. User profile management requires Managed Workstation Support. DoIT TSS will retain sole administrative access to computer systems. This policy is mandatory. Exceptions may be made under certain circumstances for demonstrated business needs for local accounts only. NetID accounts are never allowed to be administrative accounts on any devices.

Basic Server Support

Requires Department SLA 

Support for Windows based application servers. Operating system installation and configuration. Regular security updates and patches. Antivirus protection. Application installation, configuration, and troubleshooting with 3rd party. Subscriber is responsible for all costs associated with 3rd party vendor licenses, maintenance fees, etc.

Pricing

FY24-25

Support Level

Unit Annual Cost

Basic Hosted

$150.00/year

Managed Workstation

$454.00/year

Computer Lab

$227.00/year

Basic Server

$1500.00/year

For more information or to purchase service, please contact restart@colostate.edu.