Versions Compared

Old Version 50

changes.mady.by.user Susan Abrams

Saved on

compared with

New Version 51

changes.mady.by.user Susan Abrams

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Table of Contents

...

Our desktop support team provides end user hardware and software support.  We provide remote support through chat, phone, and email, scheduled office visits and in-person support at one of our walk-up service desks. We work with customers to resolve issues with University-owned computer hardware and software, assisting with software set upsetup, end user configuration, and assistance with configuring University resources such as cloud storage, backup, email and calendaring systems.

Desktop Support Services

Our desktop support team provides customers with on campus and remote hardware and software support.

...

  • Deliver support in the evenings, on the weekends, or during University holidays or skeleton crew days

  • Provide staff for special events, or for events taking place during business hours

Internal Staff Notes

* Language to use: LAITS is committed to supporting our customers, even if we are not the experts in a particular field. Therefore, when we encounter work that is not part of our agreed upon scope, we will make a reasonable effort to help the customer with most types of problems.

**Some customers have a special agreement for LAITS to provide staff for special events.

...

...


Support options include:

...

Internal staff Notes

* Language to use: LAITS is committed to supporting our customers, even if we are not the experts in a particular field. Therefore, when we encounter work that is not part of our agreed upon scope, we will make a reasonable effort to help the customer with most types of problems.

**Some customers have a special agreement to cover special event needs.


Reasonable Effort 

LAITS strives to be a good partner to university faculty and staff, and we will occasionally do work that is outside of our normal scope. While helpful, this work should not over-commit or distract team members from our primary mission. 

  • The work must take 30 minutes or less

  • The LAITS team member must have enough time available to assist with the request

  • Urgent in-scope issues will be prioritized over out-of-scope work

  • If the problem is not urgent, the customer may be asked to return at a later time

  • Try to resolve the problem in a single support session

  • Tickets will be created and closed in the first interaction, even if the problem is not fully solved

  • If the problem cannot be resolved, LAITS staff will attempt to point the customer in the direction of another unit better equipped to handle the problem

Off-Campus UT-Owned Devices 

  • Remotely troubleshoot faculty /staff computers (internet required)

  • Troubleshoot VPN issues - DUO required (Every active EID has VPN access by default)

  • Assist users with remote connections to networked UT devices using RDP or other methods (VPN & DUO required)

    • NOTE: connecting to macOS requires VPN, even on-campus

    • If remote support is not possible, the customer must ship the device to LAITS at their own expense

  • Configure separate, local administrative accounts for each user (eid-admin)

  • Configure and ship computers

    off-campus

    to faculty / staff working remotely (customer expense)

  • Add staff to specific VPN groups


LAITS does not:

  • Troubleshoot issues with a user's home network configuration or off-site building network configuration**

    • refer to customer's ISP

  • Troubleshoot home printer problems

  • Prevent off-campus use of UT-owned devices**

  • Allow VNC (Mac Firewall)

  • Travel to off-site locations for

    support (except building specified in next section)

    support, with the exception of specific buildings receiving support


Internal staff Notes

*Add staff to specific VPN groups. Some units have specific VPN groups which grant access to a very limited range of network addresses.

**We have no security configurations in place that would prevent a computer that works on campus from working at home or offsite.

  • VPN is required for certain services
  • If remote support is not possible, the customer must ship the device to LAITS at their own expense. 

...

  • Troubleshoot via remote connection no matter where the device is located (internet required)

  • Staff schedule visits to UT buildings located in Austin, TX, but not part of the UT Main Campus

    • Generally limited to things that are accessible via public transit or Campus Shuttle
    • Unless there is an emergency, technician visits to these locations will be scheduled for service within 5 business days
    • We will attempt to bundle visits and resolve multiple problems during a single trip.

  • Configure and ship computers to off-campus faculty or staff (customer's expense)

...

Customers should bring their computers to LAITS to be evaluated for repair. If a hardware repair is required, LAITS typically relies on third-party to complete the repair. Exceptions may be made for simple repairs that do not require special tools and will reduce a customer's down-time.

Desktop support: 

Repair of UT-owned Dell and Apple computers

    • Under warranty:

      • Apple: we drop off on behalf of customers at Campus Computer Store

      • Dell: Coordinate directly with Dell (Dell will dispatch or ship to LAITS or faculty offices)

    • Out of warranty:

      • Reasonable effort (free), refer to other services (not free)

      • We will recommend replacement parts, if possible

      • Non-Dell or non-Apple hardware: Apply reasonable effort

  • Verify data has been backed up on computers before repair

  • If available, provide a temporary loaner with standard software

     (within reason)

    • Note that some departments have their own loaner pool

See Computer Lifecycle /wiki/spaces/LAITS/pages/77238591 Procedures

Our hardware repair partners are:

  • Campus Computer Store 

    • Apple products are sent to the Campus Computer Store for repair since the store is recognized by Apple as a certified service provider. CCS is open normal hours at this time (Monday through Friday). 

  • Dell Support 
    • Dell machines can be repaired on-campus or at a users home by a Dell service technician.
    • Dell Pro Support chat is usually the best contact method since there is often a wait for their phone support.
      • Dell Warranty Support: 1-866-901-8629

LAITS Staff do not:

  • Repair non-UT-owned devices (such as personally-owned computers)

  • Repair mobile devices

  • Cover repair costs (department is responsible)

...

  • Upon request, remove access to LAITS-managed systems

  • Wipe and prepare computers for reassignment*

    • Equipment will be returned to the department until it is assigned to a new person

  • Coordinate EML entitlement extensions via ITS.

  • Retirees will have access to mail 30 days after their last day at UT.

    • LAITS can coordinate an extension through ITS, if needed. ITS request form is here


LAITS staff do not:

  • Disable EIDs (we will contact ISO to do so if necessary)

  • Proactively track departing employees (departments must notify us)

  • Permanently grant or extend access to mailboxes for retirees/terminated employees

  • Set out of office reply for departed employees - Contact ISO

  • Recover UTBox files from personal UTBox accounts - contact ISO

...