Managed Desktop Support

Service Offering Details
End User IT Support Individual customer support provided through email, remote session, or in person. Full IT support and management of University-owned desktops, laptops, tablets, and related hardware (that meet defined minimum support standards).
  • Best effort support for non-University owned desktops, laptops, tablets, and related hardware used by faculty and staff for University work
  • Installation and maintenance of operating systems and standard software applications
  • Support for basic productivity applications
  • Configuration of end user devices for usage with standard University services (network access, VPN, Office 365, UTBox, Austin Disk, etc)
  • Security response, including virus removal, remediation of compromised or breached computers
  • Coordination and annual updating of customer IT and ATS Disaster Recovery Plans
  • Assist departments with moving their IT devices
Provisioning, Imaging, and Deployment Gather end user requirements and provision needed for software, applications, and other configurations to user devices
  • Creation and maintenance of images, workflows, software packages, and custom configurations
  • Installation and maintenance of operating systems and software applications through imaging and workflow processes
  • Deployment of new and repurposed computers to end users
Computer Repair Management and Loaner Service Management of the repair process for supported University owned computers
  • Coordination with authorized repair providers to diagnose, provide repair quotes and return computers to end users within a reasonable turn around time. While ATS is unable guarantee repair turn around times or out of warranty costs, our staff work with repair providers to provide accurate estimates.
  • Configuration of a loaner computer for users while repairs are in progress. Loaner computers are provided with a current operating system and University standard software suite.
IT Services Management Configuration and Management of Campus IT Services for End Users
  • Configuration and management of backup services for desktop and laptop systems
  • Enable access to file and mail services
  • On-boarding/off-boarding of IT resources for new or separating staff