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Desktop Support: Support Lifecycle

Pre-Purchase Phase

Goals

Steinhardt IT provides the client with information to make an informed decision about what technology device to purchase.

Features/Services Offered

  • List of university or school recommended devices.
  • After consultation, suggest alternatives based on specific technology need.
  • Discuss and agree to a security protocol for the device. This includes physical security as well as data security.
  • Make sure client is aware of the University guidelines for various levels of restricted data and discuss role of device with respect.

Notes

  • Hardware/devices purchase with NYU funds are considered an asset of the University.
  • Devices must be purchased with full service warranty. 
  • (At this time, Dell devices should be purchased with 4 years and Apple with 3 years coverage.)

Phase: Upon receiving device

Goals

Steinhardt IT “on-boards” the device in order to ensure ease of management for the end user while simultaneously protecting NYUs/Steinhardt’s devices and data.

Features/Services Offered

  • Install KACE (inventory and management program)
  • Create a “SteinAdmin” Account- with permission of user, this account is required to assist in remote support as well as software updates.
  • Install university software - Although there are very few University wide software licenses, Steinhardt purchases licenses for selected software items.
  • Ensure that security settings and protocol to protect University Data.

Phase: While device is in use

Goals

Steinhardt IT assists the client/user in managing and troubleshooting the device.

Features/Services Offered

  • Troubleshooting hardware
  • Troubleshooting software
  • Adding software - if licensed.
  • Manage operating system and most software updates via KACE
  • Steinhardt IT acts as point-of-contact for warranty information

Notes

  • Steinhardt IT will provide best effort service for device owners including help with email and walk in assistance.
  • Steinhardt IT is not a certified Dell or Apple repair service and can not make any hardware repairs on machine, but will act as point of contact for warranty repairs.

Phase: End of warranty or employee separation

Goals

Steinhardt IT “off-boards” the device in order to securely remove all NYU/Steinhardt digital assets and to prepare for use outside of the university life cycle.

Features/Services Offered

  • Remove all university data from the device
  • Remove KACE.
  • Remove SteinAdmin Account.
  • Remove university software.
  • Appropriate disposal and environmental recycling of NYU Asset.

Notes

  • If device is replaced by a new device or is taken out of service, Steinhardt IT must record the “decommissioning” of the device.
  • If the device still bears a valid warranty, Steinhardt IT will scrub all proprietary or personal data and may re-assign the device to another office or user.
  • When there is no valid warranty, Steinhardt IT will assume responsibility of “off-boarding” the device. This may include removing NYU software licenses, securely cleaning the machine and wiping the hard drive.
  • We will work with NYU Asset Management office to dispose of the device, and we will assure that the device is environmentally recycled according to NYU standards.
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