The Personal Computing Device Repair service provides limited software and hardware support for personally owned network computing devices which have performance or security issues that inhibit the use of the University network or other critical electronic services (e.g. OnCourse Learning Management Service). These devices can also be quarantined on the University network based on a known vulnerability for security purposes. The service improves the performance of the campus security program by mitigating risks for the university’s overall security posture and for individuals utilizing the campus network services. This service is offered because the University networks are considered to be critical for those living in the residence halls (24/7 availability) and enables the University to maintain a secure and stable computing environment for all those utilizing the network.
Office Suite repair or installation (e.g. Microsoft Office).
Virus, malware, bloatware and spyware removal.
Security software installation and configuration (e.g. Antivirus, Anti-malware etc.)
Other software repair or installation (e.g. printer software)
(Note: All software repair and installation is limited to legally licensed copies. The customer is responsible for all personally owned data backups, chain of custody of data and proof of valid licensing.)
Service Users
Students residing in the residence halls that have paid the minimum Housing Fee.
Students that have been found to be in violation of the University’s Computer and Network Usage Policy that have paid the minimum Technology Fee.
Faculty, staff and guests residing in the residence halls.
User Services
Client Quarantine Support: respond to daily FireEye IDS reports by quarantining infected personal computing devices with callback threats and notify end users to schedule remediation.
Client Remediation Support: utilize current anti-malware and antivirus tools to remediate infected personal computing devices.
End User Education: provides end user education for personal computing device owners.
Policy Enforcement: provides policy enforcement via the quarantine process in accordance with university, state and federal policies and applicable laws.
Business Services
n/a
Technical Services
Identity Service Engine Support: manage listing of quarantined personal computing devices.
Anti-Malware & Anti-virus Application Support: install, configure and operate current applications to successfully remediate infected personal computing device.
Operating System Critical and Security Patches: installation of operating system updates from applicable vendor (e.g. Microsoft, Apple etc.)
Requirements
The requirements for using this service included the following:
paid Housing Fee
non-residential student with paid Technology Fee and is “quarantined” by the Information Technology Services department for a violation of the University Computer and Network Usage Policy
The cost of the service is split between university division based on the field device utilization percentage (e.g. residential vs. academic) and covered by the Student Tech Fee and Housing Fees.
In person: 154 McGinnies (Near the loading dock rear entrance)
All requests for assistance are completed using FredQuest.
SLA Notes
Users with emergency issues can expect a response within 4 hours and the resolution can depend on the scope of the request.
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
see attached “Equipment Inventory Form”
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet. Changes to the configurations, software, hardware or business procedures are reviewed monthly by the campus Security Systems Team.
Assigned Primary Support
Assigned Secondary Support
RACI Chart
Name: Personal Computing Device Repair Service
Description: see above
Level
Responsible
Accountable
Consulted
Informed
Primary
Mark Mackey
Ben Hartung
ITS Service Center, Network Design & Development, & Enterprise Infrastructure Services
User
Secondary
Ben Hartung
CIO
ITS Service Center, Network Design & Development, & Enterprise Infrastructure Services