Purpose
The Information Technologies Helpdesk provides a point of contact for administrative and academic computing needs at UWB. We offer diagnostic services, computing resource access assistance, and other services to the entire university community, free of charge to end users and departments. In certain cases we will guide a request through the organization, acting as an advocate of the customer's behalf. When a situation is critical in nature the Helpdesk will work with the customer to determine the severity of the problem and identify other university resources as necessary to resolve the issue. This document details our client base, services provided, terms and limitations to service, and how to contact the Helpdesk regarding hardware support issues for local (desktop) computers and network-attached peripherals.
Client Base
Our client base is all current faculty, staff, and students of the University of Washington, Bothell. Priority is generally given to academic programs and administrative departments on campus.
Services Provided
Hardware Maintenance
- The Helpdesk provides support for customers using university owned desktop and laptop computers as well as network-attached peripherals, such as printers. The Helpdesk works with vendor partners to repair computers under warranty or will, in some cases, attempt to repair malfunctioning equipment onsite.
- We will place a desktop computer at a faculty or staff workstation at the request of an academic program or administrative department. End-users should notify the Helpdesk when scheduling a move for equipment. The Helpdesk will assist in moving university-owned computer equipment from one location to another within the UWB campus.
- Hardware maintenance and repair services offered through the Helpdesk are generally available for mobile equipment, such as laptop computers, as well, though are restricted to university-owned computers. The Helpdesk provides basic hardware support for printers and laptops, but only limited repair services. The Helpdesk will work with non-university vendors to repair non-functional printers and laptops in most cases.
- When returning computers to service which have been inactive (off the network, turned off for extended periods, etc.), end-users should contact the Helpdesk to ensure the computer is secure and has had all appropriate updates and patches applied prior to being reconnected to the network.
Purchasing
- End-users or departments considering the purchase of new computer equipment should contact the Helpdesk. We will work with them to ensure the computer equipment is appropriate to their need and that it will operate properly within the UWB network and computing environment.
- Once the funding has been determined the Helpdesk can arrange for the purchase, configuration, delivery, and installation of new computing equipment.
Inventory
- IS maintains an inventory of all university-owned computing equipment in accordance with state and university policy.
- IS ensures that all computing equipment is tagged for inventory in a manner consistent with UW policy.
- IS will coordinate the removal, replacement, and disposal of outdated or non-functioning UWB-owned computer equipment in line with UW and state guidelines.
Software
- The Helpdesk will install a standard suite of software on all UWB-owned computers.
- Additional software may be installed on university-owned computers. The Helpdesk will install the software for customers. The customer must have a current, valid license for the software to be installed or the software must be licensed by the university. The software must also be compatible with the computer's operating system and the campus network. After installation, IS will maintain the media and license key materials for software owned by UWB to allow for auditing purposes. Customers should contact IS before purchasing software for installation as the university may already license the software and to allow for testing prior to installation.
- IS maintains patches, anti-virus signatures, and other appropriate updates to software in order to ensure the security, stability, and reliability of network-provided services. These will generally be announced via e-mail, but may be applied to computers without prior notice as determined by IS management.
- In the process of troubleshooting software problems, Information Technologies will first look at settings and other options of computer software for UWB-owned equipment. If reinstallation of software or the operating system is deemed necessary, the Helpdesk will refresh the hard disk from the standard image. This process removes everything currently on the computer's hard disk, replacing it with a completely fresh install. You can be certain of always getting our latest software.
Questions & Problem Solving
- The Helpdesk answers questions regarding the use of UWB's standard suite of software. In cases where the Helpdesk cannot immediately answer questions, we will research the issue further.
- We offer the same service regarding software other than that included in our standard suite. The Helpdesk technicians will try to answer questions, but will be able to provide more limited assistance. The technician may suggest alternative sources of information or may refer you to a software vendor's technical support for further help.
Personal (Non University-Owned) Computers
The Information Technologies Helpdesk generally does not perform hardware maintenance or provide specifications for privately owned computers or peripherals. The Helpdesk does provide support for access to UWB delivered services, but is unable to make recommendations for non-university service providers or maintenance technicians. The Helpdesk can also help in determining a customer's need and recommending an appropriate combination of hardware and software solutions. In cases where the customer identifies critical need, the Helpdesk may provide "how-to" assistance or data recovery services for issues related to academic or administrative goals of UWB.