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Page Last Modified: Nov 22, 2017


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Service

Printer Support

Service Manager
T. John McCune
Department
ITS Service Center
Contact

W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu

Service Owner
AVP/CIO - Stephen Rieks
Description

The University Owned Printer Support service is the installation, configuration and troubleshooting of the university owned and operated printers. This includes standalone and networked black/white and color laser jet printers.

Service Users
Faculty & Staff
User Services
  • Procurement & Property Control: Facilitating departmental requests for quotes, NYS contract procurement, property control tagging and inventory reconciliation.

  • Installation: installation, setup and testing of computing software.

  • Troubleshooting: in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.

Business Services
NA
Technical Services
  • End User Documentation: development and management of web content policies and procedures.

  • Installation & Setup: installing, configuring and testing printers.

  • Prime & IP Assignment: manage Prime printer group MAC addresses and ensure static IP address assignment.

Requirements
The requirements for using this service included the following: current faculty and staff with an eServices account
Rates / Cost of Use
There are licensing, support staff and maintenance costs associated with this service.
Getting Started
Availability
  • Semester Hours

    • Sunday, 12pm – 10am

    • Monday – Thursday, 7am – 10pm

    • Friday, 7am – 5pm

    • Saturday, 12pm- 5pm

  • Summer/Break Periods

    • Monday – Friday, 8am - 4pm

Getting Help
SLA Notes

Users with emergency Computing Hardware Support issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

Business Procedures
NA
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by Director of Technology Support Services, ITS Service Center Coordinator, TAC and approved by the Service Manager (CIO) and Cabinet.
Assigned Primary Support
Tylor Cardone
Assigned Secondary Support

Alex Moon

Dave Torres

Luke Fountaine

Matt Wilson

Nick Nowakowski

RACI Chart

Name: Printer Support

Description: See above

Level

Responsible

Accountable

Consulted

Informed

Primary

Primary Technician for Assigned Area

Tylor Cardone

ITS Service Center

Users

Secondary

Secondary Technician for Assigned Area

T. John McCune

ITS Service Center

Users

Tertiary





Date Last Modified

Nov 22, 2017


Short URL to this page: https://answers.fredonia.edu/x/kwG1