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Help Desk Service Limits



Because of limited staffing levels, the variety of available software packages, and the fast pace of hardware advancements, it is necessary to limit what software and hardware the Information Technology Services (ITS) Help Desk supports. We have defined, below, our three levels of support.

Level 1

Full Support. ITS helps install, teach and troubleshoot these products. Our staff should be knowledgeable regarding Level 1 software and hardware.

Level 2

Partial Support. ITS will help install these products, but we can provide only limited instruction and troubleshooting.

Level 3

No Support. If any product not listed in Level 1 or Level 2 fails, ITS will not attempt to repair it. ITS can “reimage” a computer with Level 3 software problems (i.e., erase the hard drive and reinstall the standard College software), but we will not repair Level 3 hardware problems.

Software

Level 1

Level 2

Level 3

Microsoft Windows XP, Vista, 7
Microsoft Office 2007 Enterprise
Cisco NAC Client
MAC OS 10.x
Browser Firefoxs and IE
Symantec Endpoint Protection
Ghost imaging
Microsoft Windows 2000 and earlyer
OS 8.x, 9.x
Office 2003, Office 2000
Adobe Acrobat Reader
Stuffit Expander
Easy CD Creator
WinDVD
Macromedia Dreamweaver
Lab and Course Software*
All Others

Hardware

Level 1

Level 2

Level 3

- CPUs and internal components (i.e., video cards, CD-ROM drives, etc.) purchased through ITSS within the past five years*
- Printer toner replacement
- Scanners
- External Disk Drives
- PDAs (Palm, Blackberries, Windows Mobile etc.)

Classroom Multimedia Systems
Printer Maintenance Service Kits

- All Others

All networking Core Software and hardware that is used for the networking infrastructure and administrative computing for Mount Marty is not maintained the ITSS helpdesk but rather thru the ITSS director and or ITSS administrative computing.

Donation and Recycling Policy

Our Commitment to Donating and Recycling
The Help Desk tries to donate or recycle all used computers, whether they work or not. (We hope to avoid trashing any computers or parts at all.) We are committed to helping non-profit organizations and disposing of unusable parts in an environmentally sound manner.

Donations
The ITSS Help Desk’s first priority is to donate any and all used computers to non-profit organizations, prioritizing educational institutions above other non-profits.

Recycling
If we cannot find a non-profit institution to which to donate our computers, or if a computer or components aren’t functioning, we will give systems to organizations or companies committed to repairing, selling or responsibly recycling/disposing computer components.

Other Computer Recycling
Due to the limited available space to store these systems this will occur once per year between June and August. If there is a need to dispose of these systems in between this time, the Helpdesk can refer you to the Surplus vendor that we use. Individuals should bring old computer equipment to the Help Desk for donation or recycling during the specified window of time.

Our Donation and Recycling Priorities:

  1. Donation to non-profit educational institutions
  2. Donation to other non-profit organizations
  3. Gift to for-profit organizations or companies committed to environmentally sound recycling or disposal