Support Policies for Academic Departments
Academic departments within the Arts and Sciences division can access immediate assistance in any of the following ways:
- Contact your department's consultant (Monday-Friday, 8:00 a.m. - 5:00 p.m.)
- Go to the IT Walk-in Center in 178J Berry Library (Monday-Friday, 8:00 a.m. - 5:30 p.m.)
- Call 603-646-2999 (Monday - Friday, 7:30 a.m. – 5:30 p.m.)
- Email email@example.com (anytime, but responses are only provided during normal IT Center hours)
- Chat via the ITS web site (Monday - Friday, 8:00 a.m. - 5:00 p.m.)
Information Technology Services' Academic Consulting Technologies group provides computer support to all faculty and staff within Dartmouth’s Arts & Sciences Division. This includes:
- Tenured and tenure-track faculty.
- Assistant professors.
- Research fellows.
- Visiting lecturers and scholars.
- Staff paid by the College who work in the Arts & Science departments.
- Emeritus faculty.
- Faculty and staff in an Arts & Sciences department that have a sponsored account in Dartmouth's name directory.
Faculty and staff in the Arts & Science divisions can request computing assistance by sending email to firstname.lastname@example.org. Our Service Desk software system recognizes who sent the message, and will auto-assign your message to the "correct" support staff. The right person will immediately be notified, and see your request in their work queue. If possible, send requests from your dartmouth.edu email account to speed processing.
Services for faculty and staff within the Arts & Science Division departments include:
- Help with selecting new computer equipment or software.
- Setup of new computers, including transfer of data, installation of applications, and configuring network connections.
- Setup of some peripherals, including printers, monitors, and scanners.
- Troubleshooting of desktop applications.
- Training on standard applications in either group sessions or one-on-one.
- Installation and troubleshooting of division-specific applications, such as Stata, SPSS, and Adobe Acrobat.
- Support of Macintosh operating system software from 10.7.x to the newest release; support of Windows 7 Professional and Enterprise and higher.
- Troubleshooting and evaluation of computer hardware and software.
Additionally, we will try to help with any computer-related problem not specifically mentioned above. If it is something beyond what we can help you with, we will refer you to another Information Technology Services staff person or an outside vendor. Examples of this type of referral may include help with the UNIX operating system, help with specialized equipment, or hardware upgrades or repairs. We do not do anything that requires us to open the computer because we are not insured for that type of service. If you need additional memory, a new hard drive, or something replaced within your computer, we will refer you to The Computer Store or to an outside vendor.
Each department within the Arts & Sciences division is provided support for faculty and staff by full-time Academic Consulting Technologies staff. The benefit of this situation is that the staff person assigned to a department becomes very familiar with the faculty and staff they support. They know the computers and the academic needs of their constituents.
Situations can arise under which the person assigned to a department is out for a day, or if too many requests for help come in around the same time. If a departmental consultant is out for a day, other departments' consultants will handle emergency situations that arise. In situations where too many requests for help come from faculty and staff in a division at the same time, the other consultants will set up a triage system so that the most important problems are given priority. In addition, we have created a list of hardware and software with which we are familiar; see the Supported Hardware and Supported Software Web pages. Faculty and staff who purchase items found on this list make it easier for their consultant to help them. Items that are on the Supported Hardware and Software list are given a higher priority than items that are not on the list.
Requests for help that we receive are prioritized in the following manner:
- Requests for help concerning a computer that will not run when this is the only computer to which the user has access will be responded to as soon as we receive the message, or as soon as we finish helping someone else whose computer also falls into this category. If your computer falls into this category and is not one of the computers we support, you may be referred to an off-campus vendor for assistance.
- After computers that meet the criteria outlined in #1 are those computers that will not run not, where the user has access to another computer but who needs immediate access to the data that is on the computer that will not run. These types of requests for help will be responded to as soon as we finish helping someone whose only computer falls into category 1. Again, if your computer falls into this category and is not one of the computers we support, you may be referred to an off-campus vendor for assistance.
- If you have a problem with an application or other hardware device that is on the supported hardware and software list noted above, we will respond to your request for help in the order in which these requests were received, assuming that no one contacts us with computers that meet criteria 1 or 2.
- If you have a problem with an application or other hardware device that is not on the list, we will respond to your request in the order in which it was received, assuming that no one contacts us with computers that meet criteria 1, 2 or 3. In these instances we may refer you to an off campus vendor for support of these products.
There are two main areas we do not support:
- We do not support people on systems that are not specific to a person's role at Dartmouth. In other words, if someone in the Film and TV Studies department has a problem with DarTV, we will help; if someone from Legal Services requests assistance because they can't get DarTV to work and they want to watch the World Series, we will decline to help.
- We help people with home computers but only as they relate to the applications needed for their role at Dartmouth. If a home computer is infected, or there are issues connecting to the home network, the user will be referred to the Computer Store or a local computer support service center.
If you have questions, please contact your department’s IT support office or call Barbara Knauff at 603-646-0786 or Nicole Hamilton at 603-646-3144.
Tuesday, July 5, 2016