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Page Last Modified: Nov 22, 2017


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Service

University Owned Computing Hardware 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 Computing Hardware Support service is the installation, configuration and troubleshooting of the university owned and operated computing hardware. This includes computer workstations, laptops, virtual clients and tablets.

Service Users

Faculty, Staff, and Students

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 hardware.

  • Configuration: ensuring network connectivity, active directory bound, and hostname standardization.

  • 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.

  • Device Testing

Requirements

The requirements for using this service included the following:

  • operate university owned computing hardware

  • current faculty, staff, or student employee with eServices account

Rates / Cost of Use

There are licensing, support staff and maintenance costs associated with this service which are covered by the student technology fee.

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.

  • Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.

Business Procedures
NA
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by the Director of Technology Support Services, the 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:

Description: See above

Level

Responsible

Accountable

Consulted

Informed

Primary

Tylor Cardone

T. John McCune

ITS Service Center

Users

Secondary

Denise Maze

T. John McCune

ITS Service Center

Users

Tertiary

ITS Service Center Evening Support Professional

T. John McCune

ITS Service Center

Users

Date Last Modified

Nov 22, 2017


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