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Table of Contents

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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.

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Support Options

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

    • refer to customer's ISP

  • Troubleshoot home printer problems

  • Allow VNC (Mac Firewall)

  • Travel to off-site locations for 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. 

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    • 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

  • If available, provide a temporary loaner with standard software (except CrashPlan)

    • Note that some departments have their own loaner pool

    • LAITS can also provide short loans of power supplies, dongles, cables, and external drives. It will require the user drop their UTID with us while the loaner is out and will be returned once the loaned equipment is returned
    • Power supplies, cables, dongles, & drives are generally loaned for a single day use

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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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Internal staff Notes

Refer to Computer Lifecycle Loaner & Reassigned Devices 

If a student needs a loaner computer, the request should come from faculty or staff.


Inventory

SeeComputer Lifecycle Policies (LINK)


Missing Devices

See Desktop Engineering -Missing Devices (LINK)


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Computer Surplus

See /wiki/spaces/LAITS/pages/77240676 (Link)

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  • UT email account (Austin only) - exchange

    • Outlook app only (apple mail officially doesn't work)

  • UT WiFi ("utexas")

  • UT VPN

  • Direct to resources for downloading and installing the following software, where licensing permits


LAITS staff do not:

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Internal staff Notes

*Refer to the Desktop Engineering Service Definition for additional information about print management. Note that installation of network printers requires actions by both the Network team and Desktop Engineering teams.

Significant installation delays may occur if we're not notified of a new MFP printer delivery at least two weeks ahead of time.

**Some departments have historically received limited accounting, print code, address book, and restriction services. If requested, refer to management to see whether this will continue.

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LAITS Staff installs and supports a standard list of software on university owned computers

  • Install standard software on each computer

  • Maintain and support BeyondTrust 

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

  • Assist with UTBackup configuration

  • Install non-standard software as requested

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

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  • Support non-LAITS (CNS/NASC, PHAR, ENGR) computers - if it's not our image, we can't help

  • Support software and applications, even Microsoft Office, beyond a "reasonable effort"

  • Install software outside of the terms of service:

    • no unlimited re-installation of trial software

    • no terminal servers for circumventing licensing agreements

    • no other methods to circumvent licensing agreements

  • Escalate support issues to external software vendors

  • Offer software training

  • Maintain software licenses, installation media, or keys 

The University ITS does not allow UT data be stored on these services

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Internal staff Notes

*For example, we'll work to figure out why your Outlook calendar isn't syncing, but we will spend a limited time on Thunderbird calendars

Refer to the Desktop Engineering Service Definition for more details on software, including updates and patching.



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Operating System Support

LAITS Staff installs and supports the operating systems for macOS and Windows


  • Install and support macOS*

  • Install and support Windows*

  • Provide a Windows .Operating System and Software Support (****Note: Upon thinking about this, I don't think we need this in DSS. I don't want to have a user think they are limited to just these things. I'd rather have them call us and ask to fix whatever the issue is, and then we can either direct them to the right place or help them****) 
    • LAITS will assist supported faculty, staff, and researchers with most issues related to computing devices, including, but not limited to:
      • Patching and Security > link  to EPM
      • Software Applications / Self Service > link  to EPM
      • Remote Access > link to EPM
      • Backup Management > link  to EPM

LAITS Staff installs and supports the operating systems for macOS and Windows

  • Install and support macOS*

  • Install and support Windows*

  • Provide a Windows .iso file for self-installation of a local virtual machine**

    • Parallels

    • Virtualbox

    • VMWare fusion

  • Upgrade UT-owned computers to the recommended operating system upon request


LAITS staff do not:

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Internal staff Notes

*Refer to the Desktop Engineering Service Definition for more details on supported operating systems, including minimum supported OS versions and exceptions

**We can recommend and point the customer to the various products that are available for use to run a VM.

***Linux servers are part of the Server Service Definition

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  • Configure and deploy computers to new faculty and staff on (or near) their first day

    • We must have the computer 5 business days ahead of time*

      • New computer purchases should be made at least 4 weeks ahead of start date for employee

      • We prefer to contact incoming employees directly for scheduling deployments

        • get personal email/phone from supervisor

    • Install non-standard software prior to deployment, if the software is provided ahead of time

  • Group deployments of computers if more than 5 people are starting on the same day

  • Deploy computers with standard software

Day of the deployment


LAITS staff do not: 

  • Purchase new equipment for staff (see Purchasing New Computers section of this page)

  • Grant permission to: (during deployment)*

    • Mainframe (we install application only)

    • departmental UTBox shares

    • shared calendars

    • mailing lists

  • Connect to personal folders

    • Dropbox

    • email

    • cozi family calendar

  • Transfer data from a non-UT-owned computer

  • Deploy large orders (5+) immediately upon receipt. The Generations program should be used for bulk orders

  • Create @austin.utexas.edu email address (this happens automatically on the first day)

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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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Internal staff Notes

troubleshooting or changes to classrooms that may affect audio or video output should be coordinated with LAITS AV.

Any troubleshooting or changes to student labs should be coordinated with Desktop Engineering.

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  • Link to Desktop Support SLA (BAD LINK)
  • Team Member and Contact List
  • ServiceNow Assignment Groups:
    • LAITS-Desktop-PAR
    • LAITS-Desktop-RLP
    • LAITS-Desktop-NUR
    • LAITS-Desktop-SEA
    • LAITS-Desktop-UTA
    • LAITS-Remote
    • LAITS-Provost
    • LAITS-Deployments
    • LAITS-Desktop Off Campus
  • Slack Channel:
    • #laits-docs-all
    • #par-doc
    • #rlp-doc
    • #nur-doc
    • #dss-all
    • #dss-remote
    • #uta