Printer Support SC

Service

Printer Support

Service Manager

Tylor Cardone

Department

ITS Service Center

Contact

Location: W203 Thompson Hall

Phone: (716) 673-3407

Email: ITS Service Center

All requests for assistance are completed using the Tracker Customer Portal

Service Owner

Chief Operating Officer

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.

Availability

Semester Hours

Sunday, 12pm – 10am
Monday – Thursday, 7am – 10pm
Friday, 7am – 5pm
Saturday, 12pm- 5pm

Summer/Break Periods

Monday – Friday, 8am - 4pm

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

Dave Torres

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		ITS Service Center	Users
Tertiary

Date Last Modified