Residence Life and University Police University Owned Computing Hardware Support SC

Service

Residence Life and University Police University Owned Computing Hardware Support

Service Manager

Ben Hartung, Manager of Residential Technology and Security Systems

Department

Contact

Location: W203 Thompson Hall

Phone Number: (716) 673-3668

Email: ResNet

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, hostname standardization,
Troubleshooting: in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.

Business Services

n/a

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 Tech Fee and Housing fee.

Availability

Hours: Monday - Friday 8:30am - 5:00pm
Summer: Monday - Friday 8:00 am - 4:00 pm
Emergencies - 24/7 based on the availability of support staff

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

n/a

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. Users are notified via email and phone calls of changes.

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Computing Hardware Support

Description: see above

Level	Responsible	Accountable	Consulted	Informed
Primary	Mark Mackey	Ben Hartung	ITS Service Center	Users
Secondary	Ben Hartung	Chief Information Officer	ITS Service Center	Users
Tertiary

Date Last Modified