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.