Support Policies for Administrative Departments
Administrative departments within the College can access immediate assistance in any of the following ways:
- Go to the IT Walk-in Center in Baker/Berry 178J (Monday-Friday, 8:00 a.m. to 5:00 p.m. or on Sunday's, during the term, from 2:00 p.m. to 6:00 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 business hours)
- Chat via the ITS web site (Monday - Friday, 8:00 a.m. - 5:00 p.m.)
Administrative departments within the Professional schools should contact the appropriate computing support office for their school.
For staff contacting us via phone, email or chat, we may try to remotely connect to your computer to resolve the issue. In those instances where a remote connection doesn't work, we will schedule a time for an IT support staff member to come to your location to resolve the issue.
Our services include:
- Dartmouth account creation and password resets.
- Help with selecting new computer equipment or software
- Set up and configuration of new machines and smartphones
- Setup of some peripherals, including printers, scanners, and modems.
- Installation of software
- Training on desktop applications
- Troubleshooting software, hardware and network issues
Additionally, we will try to help with any technology-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.
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. In these instances, please call 603-646-2999 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, 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, the user will be referred to the Computer Store where they will be charged to have the machine backed up and re-imaged. If you're having problems with your home network, we'll refer you to your Internet Service Provider.
Tuesday, July 12, 2016