Information, Technology and Consulting: Service Desk Support

Contents

Who We Are

The ITC Service Desk is the primary point of contact for technology requests and support. This article outlines the Service Desk scope of support given current resources.

Who We Support

The Service Desk provides technology support for active members of the Dartmouth Community who are:

  • Faculty appointed in the Arts and Sciences division
  • Dartmouth College undergraduate students
  • Students in the Guarini School of Graduate and Advanced Studies
  • Dartmouth College staff
  • Arts and Sciences division Emeriti faculty
  • Dartmouth College Emeriti staff

Faculty, staff, and students within the Geisel, Tuck, and Thayer professional schools are supported by the computing support office for their school.

Dartmouth Alumni are supported by the Alumni Help Desk.

How We Provide Support


Request Support

The Dartmouth Services Portal is a great place to start for information and to request support. You can submit a ticket from the portal home page to get in touch with your Service Desk Support Team.

Search the Knowledge Base for self-help technology solutions.

Browse through the Service Catalog  to find technology services and submit specific support requests. Some service examples include:

  • Dartmouth account and access requests
  • Help selecting new computer equipment or software
  • Setup and configuration of new Dartmouth computers and devices
  • Installation of Dartmouth software
  • Troubleshooting supported software, hardware and network issues
  • Upgrade desktop operating systems on supported computers

New requests will be reviewed Monday - Friday, 8am - 5pm

  • Someone from your Support Team will follow-up to provide information or schedule time with you for a remote support session during business hours as needed. 
  • Check the status of your requests.
     

Phone Support

  • Call 603-646-2999 or toll free 1-855-764-2485 (24 hours a day, 7 days a week) 
    • The call center is operated by our support partner Vitalyst. If the call center is not able to assist you, a ticket will be created and sent to your Support Team for follow-up.

Support We Provide


Dartmouth Accounts

The Service Desk serves as the primary point of contact for Dartmouth account access and identity management support.
 

Consulting

  • The Service Desk provides first level support for and escalation to the following ITC Teams: Network Services; Web Services; Infrastructure; Packaged and Web Applications; Security; Data Warehouse; and Learning Design.
  • The Service Desk provides training support based on expertise and availability of resources.
  • The Service Desk will consult on the use of Dartmouth-owned technology for academic or administrative purposes; advise on technology purchases; or serve as a point of referral to an appropriate ITC professional.
     

Computers and Devices

Faculty and Staff

  • Priority support is provided for Dartmouth computers in the Device Assurance Program (DAP)
  • Support is provided for Dartmouth-owned computers that are not in the Device Assurance Program, when they are used as a primary device for Dartmouth work. 
    • Dartmouth-owned computers that are not used as primary work computers receive lower priority. 
  • Support for personally-owned computers and devices is limited to the installation of applications licensed by Dartmouth College.
    • The device needs to meet the standard operating system requirements listed below.

Students 

Operating Systems (OS)

See: Supported Operating Systems
 

Hardware

Hardware or software that is considered End-of-Support or End-of-Life by the manufacturer or no longer receives regular security updates is not supported on campus or by ITC Staff. Beta versions are not supported. Devices found to be vulnerable to exploitation or running insecure software will be removed from the network.

The Repair Shop in 001 McNutt Hall provides hardware support when opening a machine is required. Please work with a member of your Service Desk Support Team for initial diagnostics and referral to the Repair Shop.

Software Applications

  • Support is provided for applications licensed by Dartmouth College for Dartmouth business.
    • Examples include: Google Workspace, Zoom, and GlobalProtect VPN.
  • Best effort will be made to help install and troubleshoot other software needed for your role at Dartmouth.
    • Examples include: Snagit and Camtasia.
  • Departments are responsible for providing and maintaining licenses for non-enterprise software.
    • Examples include departmental or individual purchase of: Asana, Trello, and Evernote.
       

Printers

Support is provided for Dartmouth-owned Konica Minolta printers and laser printers purchased through the Dartmouth Computer Store.

  • Wired network setup of printer (no wireless)
  • Basic troubleshooting
     

Home Devices and Internet of Things (IoT) Devices

The ITC Service Desk is not currently able to provide support for smart home devices or IoT devices including:

  • Smart TVs
  • Smart bulbs such as Philips Hue
  • Smart speakers such as Amazon Alexa, Google Home, Sonos
  • Gaming consoles such as Xbox One, Playstation 4, Nintendo Switch

Please see Devices Supported on the Dartmouth Network for more information.

Note: Some home devices may be incompatible with or have limited functionality on the Dartmouth network.

Details

Article ID: 94187
Created
Tue 12/10/19 4:18 PM
Modified
Mon 4/18/22 10:44 AM