The ITS Desktop Support Team is an extension of the NDSU Help Desk. Our goal is to assist staff and faculty, whose departments have a verbal agreement of support, with all aspects of standard computers and computer needs.
What is Managed Support?
The campus is divided regarding the way that tier 2 support is offered in regards to computer issues. All staff and faculty have the ability to call the IT Help Desk for basic computer support, password changes, email setup etc. However, when the limitations of the IT Help Desk are reached, tier 2 support is needed. Some departments have their own technician(s) and other departments rely on Desktop Support to offer solutions/assistance to managed computers.
What is offered through ITS Managed Support?
Desktop Support will assist with: Purchase of standard hardware, installation of operation systems, installation of NDSU purchased software, printer installation, software and hardware troubleshooting, warranty hardware replacement for preferred PC Hardware, **Mac hardware warranty service is done by the Bookstore, deployment of operating system updates, antivirus monitoring, virus remediation.
Requirements for support
In order to maintain a high level of management, Desktop Support requires that system follow standard guidelines: Hardware Standards, Running supported OS (Windows 7, Maverick and above), be setup by Desktop Support prior to use, running approved antivirus and management software, maintain our naming convention, maintain administrative account and be part of Active Directory.
Desktop Support utilizes Microsoft's System Center for Windows and Casper Suite for Macs as management tools. They provide remote management, image deployment, software installations, patch management and other administrative functionality. More...
What else does Desktop Support do?
Desktop Support also assists the ENTIRE campus in the following ways, regardless of the support boundaries of the departments: Printer scripts, Cascade program, Surplus computer hardware.