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• Strikethoughs are descriptions we believe are not longer valid
• Orange highlights are are possible wording changes by Susan that are up for discussion 
• Red highlights are Jordan/David wording changes 
• Emily's changes
• Italics - DE to discuss

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DS Services Web Description 

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Support options include:

• 'Walk up' Service Desks:

  • PAR 106 - 8:00 am – 5:00 pm

  • RLP 4.224 - 8:00 am – 5:00 pm

  • NUR 2.104P - 9:00 am – 1:00 pm

• Chat based remote support

• Phone based remote support -512-471-5000

• Email based remote support - LAITS-Help@utexas.edu

• ServiceNow ticketing support

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• 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

• Does not offer support during the winter break

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• 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

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• Support personally-owned:

  • printers

  • scanners

  • external hard drives

  • other devices not listed in the "we do" column

• Update or upgrade the OS on any personally-owned devices

• Provide support other

  Support personally-owned devices than in-person at a DOC

• Recycle, surplus, or dispose of personally-owned devices

• Accept donated personal devices for use in UT operations

• Disassemble, modify, or repair personal devices

  • They can borrow our tools, if they stay at an open DOC window

• Take possession of personal devices - owners must stay with the device at all times

• Recover Data

• Backup Back up personal data

• Connect personal devices to LAITS-managed campus printers

  • (PrintNightmare is an ongoing risk if client machines are unpatched)

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• Troubleshoot printing issues from mobile devices

• configure

  Configure wireless printers (UT network will not work)

• Perform printer maintenance or repairs

• Replace toner

• Fiery - refer to Vendor

• Install maintenance kits

• Engage/escalate to vendors

• Fix paper jams

• Run printer usage/accounting reports**

• Maintain printer address books**

• Issue or escrow color printing codes**

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• Install standard software on each computer

• Patch and update a limited set of software (more details here)

• Assist with UTBackup

  installation

  configuration

• Install non-standard software as requested

  • Apply "reasonable effort" to non-standard software*

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• 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

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