End User & Computer Device Support

End User and Computer Device Support services procure, deliver, manage, repair and support end user computer and device needs at the University of Minnesota Duluth. The included service offerings are user-focused and ensure devices, applications, and data get delivered intelligently, meet security requirements, and work appropriately.

Service Offerings

Hardware Consulting, Purchase, & Recycle

Make recommendations and assist with purchasing of University-owned computers, devices, and printers.   At end of life, recycle in a secure, eco-friendly, and sustainable manner, following current University policy and procedures.  Service is provided through our TechCenter (KPlz 165) and is billed at our current hourly rate.

Device Management

Prepare computers and devices for individual use, ensure device security compliance, and manage delivery of data and applications to devices.  Engage in proactive maintenance of computers, including applying software updates and managing anti-virus software. Assist units with compliance for PCI or PHI requirements, in accordance with the University policy on Management of End User Devices.  

University-owned devices

Configure computers and devices with Enterprise operating system and software applications.  Service is provided at our TechCenter (Kplz 165) using one of the following tools:

  • Active Directory for Windows (workstations):  Enterprise service provided at no charge.
  • Jamf Pro for OSX (workstations):  Local ITSS service provided at no charge for local UMD units (license and service fees apply to non-UMD units).
  • Jamf Pro for iOS (tablets): Local ITSS service; license and service fees billed to department.  
  • Google Chromebook (HP Chromebooks): Local ITSS service; license and service fees billed to department

Hardware Support & Repair

Provide computer and device repair and maintenance support for University students, faculty, and staff (priority is given to University-owned devices).  

University-owned devices

Facilitate warranty and non-warranty hardware repair and system re-installation for University-owned devices (computers, tablets, smart phones).   Non-warranty work is billed to the department.  Service is provided at our TechCenter (KPlz 165).

University-owned printers

Facilitate hardware repair for Enterprise-level HP printers only.  Labor and parts are billed to the department.  Service is provided at our TechCenter (KPlz 165). (NOTE: ITSS does not provide maintenance or repair support for multi-function printers; units should have a maintenance contract with their vendor for this support.)

Personally-owned devices

Facilitate warranty and non-warranty hardware repair and system re-installation for personally owned devices (computers, tablets, smart phones) of current University students, faculty, and staff.    Non-warranty work is billed to the individual. Service is provided at our TechCenter (KPlz 165).

End User Technical Support

Provide on going technical support for the end user to ensure they are able to actively complete their business or educational tasks.  Track and resolve problem incidences as they occur.

University-owned devices

Assess software issues, configure computers to connect to University and cloud provided IT services, attach peripherals, install drivers, and resolve configuration issues for devices used for University business.   Service is provided at our TechCenter (Kplz 165), over the phone, through remote access services, or through scheduled on-site visits. Service for devices and software on the current University recommended solutions  is provided at no charge; service for all other devices or software is billed to the department at our current hourly rate.

Personally-owned devices

Assess software issues, provide consultation on virus infection and removal, and help to configure personally-owned devices to access University resources. Service is provided at our TechCenter (KPlz 165).  Service for devices and software on the current University recommended solutions  is provided at no charge; service for all other devices or software is billed to the individual at our current hourly rate.

User Eligibility

End User and Computer Device Support services are available to current University faculty, staff and students.

Service Availability

  • On-site support is available from 8 a.m. - 4:30 p.m. Monday through Friday, excluding University holidays.  
  • Limited after hours support is available as Help Desk calls may be transferred to the Twin Cities Service Desk.

Rates

Current rates may be found at:  Rates and Fees

Request Support

ITSS TechCenter  [Hours]
Call: 218.726.8847
Email: [email protected]
Chat: www.d.umn.edu/itss/chat.html
Walk-in: Kirby Plaza 165

Service Manager

Sally Bradt
Email: [email protected]
Office: 218.726.8856