Workstation Technical Support
Description
Workstation technical support services include end-user network administration, desktop/laptop configuration, deployment and support for all Faculty of Education users and student computer labs (including off-campus teaching sites), printer support and software packages.
Such requests can be made by submitting a ticket to helpdesk@edu.yorku.ca or by logging in to the IT Service Desk system at http://itservicedesk.yorku.ca/
Who can use this service?
Faculty of Education faculty and staff
Service Details
Features
- The service covers only computer equipment (desktop, laptop, notebook, tablet, mobile devices, printer, scanner) that is university owned and not personal equipment.
- Vendors for Desktops and Notebooks include:
- Dell, Lenovo, HP, Apple.
- Best effort support for other branded hardware such as Toshiba, Sony, Acer.
- No support for clones or self-built PCs.
- Supported Printer and All-in-One devices:
- High volume printers such as Canon, HP, Xerox, Lexmark, Minolta.
- Desktop printers from Dell, Canon, HP, Xerox, Lexmark, Epson.
- Supported Mobile devices:
- Supported Operating Systems:
- Microsoft: Windows
- Apple: MacOS X
Options
- Support technician may opt to remotely access client’s computer to troubleshoot and resolve problem. Client approval is required for each remote control session. Mutual agreement on a service appointment shall be scheduled for each service request. Client may opt to observe remote session.
- Automatic updates to Operating System and Security software (Anti-Virus and Anti-Spyware definitions updates, Anti-Spam, Network Security
- Physical Desktop equipment security (cables, locks, consulting services with York University Security Services.)
- Account Management (creation, deletion, password reset, lock account reset, special access to shared space, time restrictions
How to request this service
Contact helpdesk:
- Email: helpdesk@edu.yorku.ca Please include a meaningful subject header and description of the support issue.
- Phone: Within York University, please call extension 55723. From outside of York, please call 416 736 5723.
Availability
Service hours are Monday to Friday from 8:30am – 4:30pm.
Response to tickets depends on volume of requests, but ITS goal is to provide service within 48 hours.
Related Services
Help Documents
There are no related help documents associated with this service.
