The following is an overview of the support services offered by the ResNet division, Help Desk, Information Technology and general procedures to be followed.
Hardware
ResNet Technicians will provide limited support and guidance that is designed to help students resolve their own hardware issues. Student purchased hardware includes service policy agreements. Due to the legal nature of such agreements, the Help Desk is limited in the extent of service it can provide to the student on hardware issues. If a student contacts the Help Desk with a hardware problem, the Technician logs a ticket, gathers information concerning the problem, evaluates the problem for possible solutions, and offers solutions that would not violate service policy agreements. If adhering to the service agreement would prevent solution of the problem, the Technician refers the student to another resource associated with the hardware.
ResNet Technicians will provide limited support in testing Internet ports and telephone jacks for connectivity issues. All other wiring concerns will be assigned a ticket to the appropriate IT staff member and they will work with the user to resolve the ticket.
Software
The ResNet Technicians will provide software support for the following:
- RMU E-mail support
- VMware View installation
- Anti Virus software installation
- Microsoft Windows Updates
ResNet Technicians will support issues with the software listed above. If a student contacts ResNet with a non-supported software issue (e.g., course work related), the Technician may refer the student to another resource, such as vendor websites, student lab assistants, and/or the course instructor. A ticket is logged for reporting purposes, and closed.
Resident Room Management
Students may contact ResNet Technicians with issues unrelated to technology services supported by IT. In these instances ResNet Technicians will forward all issues brought to their attention with the equipment and/or environment in a building or dorm room to the appropriate contact within Residence Life.