Computing and Telecommunications Center

FHSU PC Support Policy Statement

Introduction

Support Process

Prioritization

Computer Systems Support Policy

Printer Support Policy

Software Policy


Introduction

The PC Support section of the Computing and Telecommunications Center (CTC) is committed to serving the faculty and staff of Fort Hays State University in obtaining and utilizing computers, software, and related peripherals to perform their jobs in alignment with the University’s mission.

PC Support includes four full-time technicians and three student staff. We service all colleges and administrative offices of FHSU, except the College of Business which has its own support system. We only support equipment that is owned by FHSU. Students of FHSU can obtain limited support from the CTC HelpDesk and The Learning Commons (TLC).

We rely on support from many other areas within the CTC to complete our tasks. These include the CTC HelpDesk, Server support, Network Infrastructure, and Lotus Notes Support to name a few. Please understand that these support groups also have priorities and cannot guarantee immediate service at all times.

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Support Process

FHSU faculty and staff are asked to either send a CTC Request for Services via Lotus Notes or call the CTC HelpDesk. The CTC HelpDesk can assist with sending a request and contacting a technician for extremely important mission-critical needs. They also answer general computer-related questions and are able to direct users to the proper computing resources. PC Support technicians rely on the CTC HelpDesk as a first point of contact since our technicians work strictly on a request-based system and are not always available to take calls or accommodate walk-in traffic.

Information for New Faculty and Staff

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Prioritization

Because we have limited staffing and demand for our services is high, we are simply unable to complete all requests as quickly as we would like. PC Support is responsible for numerous systems across the entire campus and other parts of Kansas. Large projects including setting up or moving labs, moving whole departments for construction, or installing large complex specialized systems may take more than 100 man-hours to complete and therefore encompass most of our staff for many days. Due to such high demand, we are forced to prioritize requests so that mission-critical systems are repaired in a timely fashion. All other non-mission-critical requests are generally completed oldest first. Exceptions are made for extremely quick and simple requests that can be handled by student staff.

Installation of new equipment is usually not deemed mission-critical unless the current system is completely nonfunctional.

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Computer Systems Support Policy

PC Support handles most of the purchasing of desktops, laptops, and peripherals for FHSU following State of Kansas contract procedures. We offer recommendations on configurations and generate price quotes as needed. To request a quote, please send a CTC Request for Services on Lotus Notes to PC Support. Having a centralized hardware purchasing system helps ensure standardization and compatibility across campus and reduces demand on support.

PC Support supports only university-owned PCs and computer-related peripherals that are manageable by our staff through administrative privileges. Our section is not responsible for support of:

  • Macintosh computers – Submit CTC Request to Intermedia Classroom Support
  • Mediated classrooms – Submit CTC Request to Intermedia Classroom Support
  • Smartphones or PDAs – Submit CTC Request to Telecommunication Services
  • FAX and Copy machines - Contact the equipment vendor

PCs installed by PC Support will be connected to a reliable and secure network storage device for use with work-related files only. Files on network drives are backed up regularly with disaster recovery practices in place.

We do not stock a large inventory of computer-related parts. We do attempt to stock the most common parts and upgrades necessary in order to achieve efficient service.

We reuse old equipment as much as practical for significant savings to the university. However, please do not rely on PC Support to supply working used computers, since the majority of used equipment is indeed obsolete.

We supply significant data recovery services from various devices. In the event that our efforts fail, we can give you an estimated cost for an outside data recovery specialist.

In addition to supported faculty and staff computers, PC Support is responsible for all PC labs and mobile carts on campus, except those operated by the College of Business. Currently we maintain approximately 500 machines in labs, and nearly another 200 computers in mobile carts. Lab computers are secured so that users cannot change the configuration. If changes need to be made, a CTC Request for Services should be sent allowing ample time for our technicians to complete the work. Usually one work week is sufficient, depending on the availability of the lab in question. Teaching labs often receive the highest priority of support.

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Printer Support Policy

PC Support handles most of the purchasing of printers following State of Kansas contract procedures for the departments we support. We offer recommendations on configurations and generate price quotes as needed. To request a quote, please send a CTC Request for Services on Lotus Notes to PC Support.

We have expertise in supporting and repairing mainly Hewlett Packard printers, and we attempt to stock common parts such as rollers and separation pads. For consumables such as toner or ink cartridges please contact Central Purchasing.

InkJet or DeskJet printers will receive only limited support since their repair is often cost-prohibitive.

PC Support manages a network print server allowing departments to share networked printers. Currently we have over 180 networked printers under our management. Security measures are in place to allow only authorized users to print to certain devices. We encourage the use of department-wide networked printers as a cost-effective alternative to supplying every user with their own printer.

When reporting printer problems, please submit a CTC Request for Services on Lotus Notes with the following information:

  • Name and contact information of the end user
  • Department number to bill
  • Location of the printer - Room Number
  • Is it a local or networked printer?
  • Model Number- ex. LaserJet 4000, DeskJet 980c
  • Error on the computer or printer LCD panel
  • Is it a paper jam, streaking, or not processing a job at all

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Software Policy

Purchasing

For all software purchases, FHSU utilizes a central purchasing structure which is managed by PC Support. This provides the best price and value to the end user through use of volume and educational discounts, and helps to ensure the University’s compliance with strict and often complex software licensing terms and agreements. Software manufacturers differ greatly on licensing and maintenance structures, and each software license infringement is punishable with up to a $150,000 fine, making proper software licensing extremely important. We follow state purchasing guidelines by utilizing contract vendors when possible, and obtaining competitive bids or sole sourcing when necessary. To obtain software for departmental use, please refer to the Software Purchasing Policy, located in the University Policies manual. When sending a CTC Request for Services for the purchase of software, please include the following:

  • Name and contact information of the end user
  • Department number to bill
  • Location of computer – Room number
  • Full software title name - Ex. Adobe Acrobat Professional
  • Platform – Windows or Mac
Support

PC Support is responsible for supporting most software packages on campus. This support includes:

  • Purchasing licenses and media
  • Hosting media and installation files
  • Initial installation and configuration on new or existing machines
  • Troubleshooting, repairing, and compatibility testing
  • Transferring licenses between computers
  • Updates, service packs, and patches
  • Upgrades to new versions

We do not offer advanced support or training on how to use a particular software package or specific features. Faculty and Staff should call the CTC HelpDesk for basic support of typical software packages, or contact CTELT for training and workshops. In addition, a vast collection of online self-help tutorials is available through Atomic Learning.

Standard Software

Certain software that is either free or site-licensed by the University is loaded on most new installations. This is often referred to as the standard image. This image can differ between laptops, tablets, desktops, faculty, staff, and lab computers.

PC Support installs the following software as part of the standard image for all University owned computers. This list applies only to PCs and does not necessarily hold true for computers supported by the College of Business and Leadership. For Macintosh support, submit a CTC Request for Services to the Intermediated Classroom Support section.

  • Microsoft Windows XP Professional: Operating system for all FHSU-owned PCs. Currently we do not support Vista. Also, XP Home is not supported since it cannot be joined to a domain.
  • Microsoft Office Enterprise 2007: Includes Word, Excel, PowerPoint, OneNote, Publisher, and Access applications. Microsoft Campus Agreement allows us to use any version of Office on all University-owned computers.
  • Microsoft OneNote (Included in Microsoft Office Enterprise 2007): A digital note-taking package used mainly on tablet computers.
  • Adobe Acrobat Reader: Free software for viewing PDF files.
  • Adobe Flash and Shockwave: Free Plug-ins used for Web content.
  • Cute PDF Creator: Free software for creating PDFs through a PDF Printer.
  • DyKnow: Used mainly on faculty tablet computers for interactive classroom sessions. Client is free. Contact CTELT for application support and training.
  • Java and J2SE Runtime Environment: Used by many applications.
  • Lotus Notes: FHSU’s supported Email, Calendar, and Workflow client. PC Support provides limited support for Lotus Notes, including basic troubleshooting and transferring Notes installs to new computers. Contact the CTC HelpDesk for most support questions.
  • McAfee SiteAdvisor: Uses a rating system to provide Internet browsing and e-mail safety information.
  • RealPlayer Enterprise: Media player for Windows. Our install limits RealPlayer to Real content so the application does not commandeer your machine.
  • QuickTime: Free software for viewing media files. Our QuickTime installer does not force the user to install iTunes.
  • Sophos Anti-Virus: Scans and removes viruses. Centrally managed by PC Support, we maintain all clients from the server.
  • QWS3270 Secure: Terminal emulation software used to communicate with the University’s Mainframe. Installed only as needed since we have a limited number of licenses.
  • Respondus LockDown Browser: Installed as needed.
  • CD- and DVD-burning software: Varies depending on what shipped with the system.
Non-Standard Software

This includes software packages in use by various departments or individuals on campus that are not supported campus-wide. These packages are typically departmental or discipline specific, and are not widely used by other departments. PC Support does not necessarily have expertise with these applications, and is unable to provide technical support beyond the following:

  • Initial purchase and installation
  • Purchase of additional licenses, upgrades, or maintenance
  • Applying updates, service packs, and patches
  • Troubleshooting as related to system performance, not application related
  • Transferring applications to new machines

Examples of non-standard software include the following:

  • Articulate Presenter
  • SPSS
  • Respondus
  • Raisers Edge
  • Power Faids
  • ImageNow
  • IFAS Insight
  • Cognos Impromptu
  • ENVI
  • AutoDesk
  • Adobe Creative Suite
Non-Supported Software

Some software or services are not supported by PC Support. These items may have inherent security risks, known problems, or other issues. Please do not ask for support on these items or install them on University owned equipment. We will remove these if found. Examples of non-supported software are:

  • File sharing applications: Bittorent, LimeWire, BearShare
  • Video Games (Computer and Console)
  • Applications with known incompatibilities: Weatherbug, Desktop Weather
  • Instant Chat or Messaging Programs: MSN, AIM, Etc. – Not disallowed, but not supported

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