EITS offers cost-recovery desktop support for departmental desktop or notebook computers. Our services focus on basic computer maintenance for departmental desktop and notebook computers in offices and labs used by faculty, staff, employees, and students. We offer remote and on-site desktop support to meet your needs. Our standard support includes an estimated average of hours per week of desktop assistance, which includes hardware maintenance and repair, installation and upgrade of supported operating systems, installation of antivirus software, and more.
Key Features
Hardware Support
- Facilitating hardware maintenance or repair under existing warranties and support contracts.
- Diagnosing and troubleshooting computer hardware problems, including:
- Coordinating warranty repairs with the appropriate vendor.
- Recommending replacements or repairs for non-warranty items, with client discretion for completion.
- Note: If you choose to use other UGA units or outside vendors for repairs, you will be responsible for those costs. You may also opt to purchase necessary materials for repairs.
- You are responsible for any incidental charges if other components fail during the repair process.
Software Support
- Installation and configuration of security and antivirus software
- Installation and upgrades of supported operating systems (OS).
- Installation and upgrades of supported desktop application software.
- Evaluating, recommending, implementing, and maintaining virus protection strategies.
- Evaluating and recommending standardization procedures for supported software.
- Managing and tracking software licenses.
Peripherals and Network
- Installation, setup, and troubleshooting for client-owned computers, printers, scanners, and other peripherals.
- Basic troubleshooting of physical network wiring and facilitation of additions. We coordinate replacement or repair of faulty wiring with the appropriate auxiliary campus unit or outside vendor, with all associated costs borne by the client.
- Installation and configuration of network interface cards in desktop computers.
- Managing Internet Protocol (IP) address assignment consistent with UGA and client standards.
Technology Consultation
We offer consultation and support for new technology purchases and projects, including but not limited to:
- New lab purchases.
- Providing quotes for new faculty and administrative desktop computers.
- Completing CESS and other IT-specific purchase forms.
- Installing and setting up new computers.
- Providing purchase order tracking for IT technology.
- Support for computer peripherals and related technology.
- Consulting for grants utilizing technology.
Important Data Handling Information
- We do not support storing or accessing restricted data (such as SSNs, credit card numbers, external financial account access information, or HIPAA data) from a desktop or other device that can also access the Internet. EITS will work with you to move these functions to a secure environment and/or secure the device used for these activities from the Internet.
Emergency Work Orders
- Emergency desktop support work orders can be requested and are billed hourly. These services will cover the same basic computer maintenance for departmental desktops and notebooks in offices and labs used by faculty, staff, employees, or students.
Pricing
Support
Tier 1: CTS Desktop Support Ticket, ctshelp@uga.edu
Tier 2: Alex Cann, CTS Manager, ajcann@uga.edu
Tier 3: Sarah Jones, Director of Client Services, swjones@uga.edu