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LEGEND: 

  • 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 
  • Italics - DE to discuss


DS Services Web Description 

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 up, end user configuration, and assistance with configuring University resources such as cloud storage, backup, email and calendaring systems.

LAITS newsletter sign up

Desktop Support Services

Support Hours

  • LAITS supports basic computing functions for University faculty and staff
  • Delivers support during standard University business hours 8:00 AM – 5:00 PM, Monday-Friday
  • Supports our customers using a "reasonable effort"* (see full definition below)
    • Emeritus Faculty, Students, GAs and TAs are provided with basic support if they have UT-owned devices
    •  Graduate Assistant or Research Assistants using  UT-owned devices (GRA / GA / TA) 


LAITS staff do not:

  • 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

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

Support options include:


LAITS Staff do not:

  • Deliver support in the evenings, on the weekends, or during University holidays or skeleton crew days
  • Provide staff for special events, even 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 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 Staff do 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)


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. 


Offsite UT Locations - (Non-Main Campus)

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


Laits Staff do not:

  • Coordinate Internet Service Provider (ISP) contracts on behalf of building occupants
  • Travel onsite to non-Austin locations


Internal staff Notes

  • Use personal vehicles (if preferred by the support technician) to reach these locations, as necessary

Off-site non-Austin Locations:

Off-site Austin Locations:


Computer Repair

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 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)


Internal Staff Notes

Off-site devices must be returned to campus at customer expense in order for LAITS to coordinate repairs.

If bringing back to campus is not reasonable:

  • Individuals may take their computers to a local Apple Store for repairs.
  • Dell Pro support may also dispatch parts and/or technicians to off-site locations
  • Department is responsible to cover repair costs)

*Devices are occasionally replaced, rather than repaired during warranty service. Be careful to back up files!



Computer Purchasing  

(Move to Lifecycle section)

See Computer Lifecycle /wiki/spaces/LAITS/pages/77236059

Loaners

Desktop Support may loan computers when a faculty or staff member is temporarily without a computer due to troubleshooting or repairs.

Refer to Loaner & Reassigned Devices 


Desktop Support may loan computers to faculty or staff when:

    • a user  customer is temporarily without a computer due to troubleshooting or repairs.
      OR

    • a deployment for a new employee is requested with less than 5 business days' notice.

    • Loan power supplies, cables, dongles, & drives for a single day only.

LAITS staff do not:

  • Loan computers or accessories to customers indefinitely (requires an end date)
  • Loan computers or accessories without an end date
  • Loan computers or accessories to students
  • Loan a departmentally-owned computes to users not appointed to its department


Internal staff Notes


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


Inventory

(Move or link to DE?)

See Desktop Engineering Service Definition


Missing Devices

(Move or link to DE?)

See Desktop Engineering Service Definition


Surplus

(Move or link to lifecycle)

See /wiki/spaces/LAITS/pages/77240676

Configure these services at the DOC using "reasonable effort" - see bottom section


Personally-Owned Devices (??) Do we still work on these?

All work on personally-owned devices is attempted only with the user's consent.  Do not take risks that may damage the device.  LAITS takes no responsibility for device loss, damage, or failure.

If you are uncomfortable, JUST SAY NO!

iOS (iPhone, iPad, iPod, Apple TV) and Android devices:

  • Configure Duo app for UT
  • Log into UTBox app
  • UT Wifi ("utexas")
  • UT email (Austin only) - exchange
    • iOS - Outlook app only
    • Android - Outlook app only



LAITS staff do not:

  • 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 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 personal data
  • Connect personal devices to LAITS-managed campus printers (PrintNightmare is an ongoing risk if client machines are unpatched)


Internal Staff Notes

*Compatibility with default mail apps is limited.


Resources for repair of personal devices:

  • Apple store
  • Campus Computer Store
  • Elite Computer
  • IT Data Recovery
  • Discount Electronics
  • Vendors:
    • Toshiba
    • Lenovo
    • Dell




Printer Configuration

LAITS staff maintain a guide for departments transitioning to new printer models

See Desktop Engineering /wiki/spaces/LAITS/pages/77234708


  • Install and configure departmental network printers and Multifunction Printers (MFPs)*
  • Install and configure desktop (single-user) USB connected printers
  • Troubleshoot printing issues
  • Recommend printer models (Bad link)
  • By default, connect computers to printers using shared print server
  • Provide workarounds when primary printer is not working
    • connect to closest printer in same department
  • By default, configure for black-and-white printing
  • Configure for color printing, if provided with the appropriate code

LAITS staff do not:

  • Troubleshoot printing issues from mobile devices
  • 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**


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.


Software

Standard Software Support

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

  • Install standard software on each computer
  • Patch and update a limited set of software (more details here)
  • Assist with UTBackup installation
  • Install non-standard software as requested
    • Apply "reasonable effort" to non-standard software*


LAITS staff do not:

  • 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 (more details here)
  • iCloud
  • Time Machine Backup - UTBackup is free and supported
  • App Store
  • Manage requests for software in Student Computer Labs (Student Labs) or Classrooms- refer to DE
  • Support non-LAITS (CNS/NASC, PHAR, ENGR) computers - if it's not our image, we can't help



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.



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 .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:

  • Install old versions of the OS*
  • Install or support Linux on desktop computers (servers only, not free)***
  • Install other non-standard operating systems
  • Support dual boot on individual user machines
  • Support local virtual machines
    • Troubleshoot, even for quarantined VMs
      • NOTE: Quarantined VM also quarantines the host. If this happens, we will instruct the user to stop using the VM. We will provide no further support.
    • Install or configure the Windows .iso file
  • Clone devices
    • requested when licenses or installers are missing

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


Office Move Support

Staff can assist with creating work tickets and reconnecting computers, printers and phones faculty members changes offices. 

  • Reconnect computing equipment when a faculty member moves offices*
  • Carry or transport equipment between close locations on behalf of faculty*
  • update CLAIM when we have helped facilitate an office move
  • create tickets for office moves
  • Move Template.xlsx


LAITS staff do not:

  • Relocate 3 or more people at a time (a fee may be charged)
  • If many people need to move and can be staggered, they can request over a few days/weeks

Internal staff Notes

*use reasonable effort

Are Dept admin or LAITS responsible to update computer locations in DEFINE?

Office Move Information Request Template

Employee Access

Onboarding of New Employees

  • Given 5 business days' notice, 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 (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 stuff:
    • 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)


Internal staff Notes

*If a deployment for a new employee is requested with less than 5 business days' notice, you should set the expected date for deployment with the initial requester. We can provide a loaner in the interim.

**We do have permission to some of these items, but are not primarily responsible for managing access. We have permission as a backup only



Offboarding of Employees 

  • 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

Internal staff Notes

*Departments must return computers of departing employees to us for processing before reassigning to another person.

  • Failure to do so could result in data loss or security risks
  • Also a good opportunity to image with the newest software (it's otherwise inconvenient)


Classrooms and Student Lab Services

(separate section on web page?)

See /wiki/spaces/LAITS/pages/77237376

Support basic computing functions for installed classroom & lab computers:

  • Escalate incidents in classrooms and AV-supported spaces (bad link)  to the LAITS AV team if audio or video output may be affected, or if hardware other than the classroom or faculty/staff computer may be affected.
  • Troubleshoot and escalate Student Lab support to Desktop Engineering; and provide support to student lab computers at the request of Desktop Engineering.


LAITS staff do not:

  • Provide support to machines in Student Labs without escalating to Desktop Engineering.
  • Provide support to equipment in a classroom or AV-supported space (bad link) other than the classroom or faculty/staff computer.


Internal staff Notes

Any 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.

😃  Helpful Information - INTERNAL USE ONLY

If you believe any of the service definitions are missing information, are in error, or require additional clarification, please send an email and your concern(s) to laits-escalation@utlists.utexas.edu.

  • 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
  • No labels

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