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.
Faculty, Staff and Students
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.
End User Documentation: development and management of web content policies and procedures.
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.
FredQuest - ITS Incident Management System
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
In person: 154 McGinnies (Near the loading dock rear entrance)
All requests for assistance are completed using FredQuest
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.
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.