The CAEN Desktop Support Team provides on-site desktop IT support to College of Engineering departments that have opted in to this service. Additionally, staff work within each department to foster relationships, streamline communications and serve as liaisons to other IT areas and resources.
The CAEN Desktop Support Team works standard business hours Monday through Friday. Exceptions may be made depending on the request and staff availability. Contact your departmental IT support staff for assistance.
Services
Some of the main services provided by the CAEN Desktop Support Team are outlined below:
Customer Support
- Manage departmental IT support requests
- Troubleshoot and triage end-user IT issues
- Provide IT support backup when the primary IT support staff member is unavailable
- Act as liaison to IT providers such as CAEN, ITS and Information Assurance
Hardware & Software Support
- Managed operating systems (Windows/macOS/Linux)
- Provide data backup solution (Code 42 Crashplan)
- Coordinate hardware repair and machine replacement processes
- Provide support for department-level computer networking needs
- Track all managed hardware assets (TeamDynamix Asset)
- Provide basic AV support for departmental offices and conference rooms
- Install and troubleshoot departmental printers
IT Security
- Serve as a local IT security point of contact.
- Work with CoE Security Group and Information Assurance to remediate malware (CrowdStrike Falcon) and other security vulnerabilities
- Work with researchers to support IT security compliance requirements outlined in their Technology Control Plans
Questions or Problems?
Contact your departmental IT support staff for assistance.