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(Help Desk and Desktop Support)
SERVICES | OIT Managed System | Self Managed | User’s Options? |
OS Installation |
Latest Windows OS
Latest Mac OS
| OIT Fully Supported and Maintained | Device Admin must have a Supported OS on device (Cannot be older than 3 versions). | Local System Admin agrees to manage application, OS updates, and upgrades. All security patches must be installed on device at any given time. Unsupported OS will be quarantined by campus Information Security Office. CNS OIT can assist with the upgrade/updates on research computers. Personal computers (staff-funded devices) are the sole responsibility of the staff member. |
Hardware Repair | Full Assessment and Remediation | CNS OIT provides best effort for Dells Optiplex/Latitude line |
, Apple line. |
Other models or legacy systems are limited best effort. | CNSOIT runs diagnostics on hardware: |
or department is responsible for purchasing hardware. |
CNS OIT images and Device Admin/User configures and/or restores from their backup. |
Software Support |
Reinstall only
| Full Assessment and Remediation | CNS OIT assists with reinstall ONLY. Configuration is responsibility of device admin. | CNS OIT not provide Application configuration support, only reinstalls. Device Admin/Staff is responsible for supplying software and licenses. |
Administrative Access |
| Fully Monitored | User assigned to System |
must monitor admin access to device | CNS OIT retains admin access to computer to assist with best effort troubleshooting. Admin/Staff retains admin access to manage computer updates/upgrades/compliance. Password Policies | |
Software Updates | Macs: Alerts with guidance from CNS IT Windows: Scheduled push from Central IT Non-standard apps: Users are responsible for maintaining these apps by regularly installing security updates | User responsibility |
Device admin is responsible for all critical updates. |
Information Security Office will quarantine if critical updates are missing. Un-quarantine procedure |
requires local admin scan/eliminate for viruses/malware and running updates. |
Local admin alerts CNSOIT through quarantine ticket of remediated/cleaned/updated |
system. CNSOIT removes quarantine after verification. | ||
Antivirus | Managed by Central IT | User responsibility |
Device admin responsible for all antivirus updates. ISO will quarantine if the machine is infected. Un-quarantine procedure includes admin scanning for viruses and running updates. Admin alerts CNSOIT of cleaned/updated box. CNSOIT removes quarantine. | ||
Data Backup | System Managed by Central IT but user must verify backup is regularly taking place. Email alerts are sent to user if there is a failed backup. | User responsibility |
Device admin responsible for backing up data using UTBackup (crash plan) or 3rd party service with encrypted external volume. Admin responsible for file restores from these backups. |
CNS OIT responsible for re-imaging if OS damaged and Admin responsible for data/software restore. | |||
| Data Retention | User Responsibility | User responsibility | Based on data classification standards, users must identify such data and apply data retention schedules against it. |
Data Recovery | CNS OIT sets up Crashplan as a system backup. Recovery efforts utilize this service. | Best Effort | CNSOIT runs diagnostic and data recovery (if possible). If unrecoverable, alternative option lies with third-party and admin/dept assumes financial responsibility for using service. |
Encryption | Managed at the Central IT level | User responsibility | Admin responsible for complying with ISO requirements for data encryption. All machines on the network must be encrypted. Admin responsible for supplying inventory of encrypted machines and encryption key management. https://security.utexas.edu/policies/encryption |
**Inventory | CNS OIT. User is required to answer any questions related to the system and the data it stores. | User responsibility | Admin responsible for maintaining an inventory of all equipment under their administration. Periodic inventory audits will require that they identify all machines noted in the audit. |
Network Quarantines due to viruses | CNS OIT provides full support for managed machines. | CNS IT handles case via a format/OS reinstall |
. User handles data recovery and other software installs. | Device Admin scans for viruses and running updates. Device Admin alerts |
CNS OIT of cleaned/updated box. |
CNS OIT removes quarantine. If the system is quarantined more than once during a semester, the quarantine will only be lifted after |
CNS OIT re- images the system and the Admin restores cleaned files/software from backup. |
NOTE: By default, users are set as standard users on their systems. A local CNSOIT management account is set as admin to allow the support tools to interact with the client machine. Once approved, the administrative account will be supplied and the customer will be responsible for using it only to escalate privileges to perform certain tasks on the device. IT IS NOT to be used to log in regularly as a regular account to perform daily activities like email or web browsing. IT IS NOT to be used to escalate any standard account to admin account or any admin account to standard account. This must be performed only by the CNS IT group once an exception for the change has been granted. IT IS NOT to be used to remove management or administrative tools installed by CNS IT. Such actions will be reported to the CNS Executive Director of IT and could be escalated to the UT Information Security Office for further disciplinary action.
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