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Services

Tier-1 Staff

Desktop hardware and software support
- Perform in-field hardware repairs when applicable
Provide personalized assistance for all computing hardware and software issues
- Desktops, laptops, tablets and phones for both Windows and Apple for on and off campus devices.
  - On Campus includes offices, graduate labs, video conferencing, local conferencing, undergraduate teaching labs and displays).
  - Off-campus computers include home computers for faculty and staff.Faculty include retired faculty when approved by the Chair and Associate Executive Dean.
- User experience customization
- Software installation and configuration
- Interface directly with clients either in person or via remote support tools
- Works directly with clients to evaluate technology issues or potential implementations
Provide purchase recommendations for computing hardware/software compatible with IU’s enterprise environment
- Work directly with clients to determine need and select best suited device/application
- Evaluate existing client devices to ensure compliance with IU IT Policy
Maintains knowledge of IU resource available
Maintain knowledge of IU data handling guidelines and classifications
Provide guidance to clients on data handling
Provide guidance to clients on leveraging IU central systems to increase efficacies
Consults with Tier 2 personnel and act a liaison for clients to develop technological implementations to satisfy the needs of clients to further the mission of the university
Basic network troubleshooting
Provide guidance on storage options available at IU
Shared Exchange Mailbox configuration (FASA)
Exchange Calendar configuration
Dean’s office and Unit-Level presentations technology assistance
Facilitate the procurement, delivery and setup of technology devices and peripherals to ensure it meets IU Policy requirements for supportability
Data migration from computer to computer
Implementation of Life Cycle Replacement
Troubleshooting of unhealthy devices as requested and directed by Tier 2 Enterprise Management team.
Get old code to work on modern devices
Install and configure non-standard software
Install and configure custom software
Provide guidance on IU IT Policy and Best Practices
Install and configure connected devices and instrumentation
Digital sign delivery and setup
Accommodate special support requests for executives and VIP’s
Provide a level of business continuity to supported units as their staffing changes
Provide direct in-person on-demand assistance

Tier-2 Staff

Shop + Deployment Services
- out of warranty repair of Dell desktops and laptops. Manage Mac Experience repairs of Apple computers.
  - Includes data backups.
- Standard build of Windows and Mac devices.
- Further defense-in-depth hardening of desktops/laptops
- Custom build of non-standard devices
- Maintain inventory of ready-on-demand desktops and laptops (Windows and Mac)
- Maintain ‘Hot’ Loaner laptops (Windows and Mac)
- Ensure data integrity during device exchanges
- Provide support and guidance to T1 personnel
- Device hardware upgrades (RAM, HDD)
- In depth hardware diagnostics
- User data backup, recovery and disaster recovery
File and Print Services (EST)
- Create and maintain security groups as requested by access coordinators. Consult with access coordinators.
- Management of network file storage
- Management of network printing
- Provide support and guidance to T1 personnel
- Provide a level of business continuity to supported units as their staffing changes
Enterprise Management Services (EASS)
- JAMF for Macs
- SCCM for Windows
- Unknown software reviews
- Software packaging (when product is not provided by or the latest version is unavailable from UITS)
- Software license management
- Resolve (within reason) unwanted software packages interactions
- Monitor for unhealthy Windows and Macs. Request Tier 1 apply basic troubling shooting to some of the devices.
- Management of Exchange resources
  - (group mailboxes, room calendars, College administration personal calendars)
- Maintain MSCH Checkout System Connect2
  - https://mschoolcheckout.indiana.edu/
- Software License Management (license server)
- Digital Sign provisioning
- Provide support and guidance to T1 personnel
- Provide a level of business continuity to supported units as their staffing changes
- Ensure appropriate GPOs are applied to individual computers
- Monitor fleet for needed OS upgrades
- CISPO
  - Submit ‘IT incident’ tickets when warranted. When needed help customer navigate the process until completed.
  - Ensure all appropriate procedures are followed (e.g. IT07).
  - Management and Procedure of creating elevation accounts for customers when requested.
  - Evaluation and response to Malware, Scareware, and phishing.
  - Unknown software reviews.
  - Consult, support, and provide guidance with IU IT Policies.
  - Provide support and guidance to T1 personnel
  - Provide a level of business continuity to supported units as their staffing changes

Tier-3 Staff

Creation and management of College-wide AD and Confluence infrastructure.
Creation and management of College-wide IT reporting, dashboards, communications and documentations.
Management of the IU piece of above College IT infrastructure.
IU Internal Audit response and documentation.
Disaster Recovery plans
Business Continuity plans
Provide support and guidance to T1-T2 personnel

Services

Tier-1 Staff

Tier-2 Staff

Tier-3 Staff

College IT Research, Infrastructure, and Support (CITRIS) resources and social media channels