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idSCE


Service

University Owned Computing Hardware Support

Service Manager

Tylor Cardone

Department

ITS Service Center

Contact

Location: W203 Thompson Hall

,

Phone Number: (716) 673-3407

,

Email: ITS Service Center

Email

All requests for assistance are completed using the Tracker Customer Portal

Service Owner

Chief Information Officer

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

  • Email - ITS Service Center Email

    • Phone – (716) 673-3407

  • Walk In – W203 Thompson Hall

    • 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

    Dave Torres

    Matt Wilson

    Nick Nowakowski

    RACI Chart

    Name:

    Description: See above

    Level

    Responsible

    Accountable

    Consulted

    Informed

    Primary

    Tylor Cardone


    ITS Service Center

    Users

    Secondary



    ITS Service Center

    Users

    Tertiary



    ITS Service Center

    Users


    Date Last Modified





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