Service | Printer Support |
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Service Manager | Tylor Cardone |
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Department | ITS Service Center |
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Contact | Location: W203 Thompson Hall, Phone: (716) 673-3407, Email: ITS Service Center Email All requests for assistance are completed using the Tracker Customer Portal |
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Service Owner | AVP/CIO - Stephen RieksChief Operating Officer |
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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. |
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Service Users | Faculty & Staff |
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User Services | Installation: installation, setup and testing of computing software. Troubleshooting: in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.
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Business Services | NA |
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Technical Services | Installation & Setup: installing, configuring and testing printers. Prime & IP Assignment: manage Prime printer group MAC addresses and ensure static IP address assignment.
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Requirements | The requirements for using this service included the following: current faculty and staff with an eServices account |
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Rates / Cost of Use | There are licensing, support staff and maintenance costs associated with this service. | Getting Started | Email - ITS Service Center Email Phone – (716) 673-3407 Walk In – W203 Thompson Hall |
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Availability | Semester Hours Summer/Break Periods
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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. |
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Business Procedures | NA |
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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. |
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Assigned Primary Support | Tylor Cardone |
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Assigned Secondary Support | Dave Torres Matt Wilson Nick Nowakowski |
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RACI Chart | Name: Printer Support Description: See above Level | Responsible | Accountable | Consulted | Informed |
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Primary | Primary Technician for Assigned Area | Tylor Cardone | ITS Service Center | Users | Secondary | Secondary Technician for Assigned Area |
| ITS Service Center | Users | Tertiary |
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Date Last Modified | |
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