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Information Technology Services
Information Technology Services

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Desktop

Desktop Services offers in-depth staff coverage for installation, maintenance and repair of University-owned desktop and laptop computer systems. Services are provided to UNO faculty, staff and computer labs and include:

• a wide variety of experience in hardware, software and troubleshooting. Four staff members are certified for Dell Computer repair.
• Active work order tracking - all jobs are entered in a work order system which is updated with work history, resolution and time to completion.

• Regular desktop calls typically addressed in 2 hours.
• Emergency desktop calls typically addressed within 15 minutes.
• Redundancy in experienced support staff prevents extended periods of no support if a single person is out or on other assignments.
• Experienced Call Center staff can provide immediate knowledgeable telephony support.
• All common networking issues for desktops.
• Integrated support of the core campus systems and services including:

• Lotus Notes e-mail
• McAfee Anti-virus
• Microsoft Windows programs
• Blackboard
• General system troubleshooting
• Weboffice file storage system

Initial evaluation and basic troubleshooting are provided free of charge. Hardware replacement and/or upgrades require a campus cost center number be provided. In billable situations the labor rate is $35 per hour.

Proactive maintenance - Each workstation is typically given a thorough inspection each semester based upon a 12 point checklist, including:

• Functionality of the operating system.
• Functionality of anti-virus, spyware and adware programs.
• Workstation and data security.
• Operating system and campus applications updates.
• Operating system tuning for peak efficiency.

Secure and redundant file storage:

• Data files may be stored in a highly redundant and secure storage system in a locked-down environment with enhanced network, software and physical security.
• Data files are backed up at a remote location.
• End users may request online retrieval of backed up data.
• Each user has their own account associated with the UNO NetID that provides a single integrated login for:

• Domain and workstation login
• Web mail (Domino Web Access)
• Web Office (Secure remote access to departmental data files)
• Personal Web storage area (myFolder)
• Workgroup configuration allowing ease of file sharing

General hardware and software support:

• Dedicated staff for Q&A of PC and Macintosh purchasing requests.
• Backup hardware inventory for support of end user should primary workstation fail.
• Depth of staff allows for multiple tech support, layered troubleshooting.