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 University-owned computers, devices, and printers. At a device's end of life, recycle in a secure, eco-friendly, and sustainable manner, following current University policy and procedures. Disposal is provided through our TechCenter.

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 Systems and Device Management Standard.

University-owned devices

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

  • Active Directory for Windows (workstations): Enterprise service provided at no charge.
  • Jamf Pro for macOS (workstations): Management service provided at no charge.
  • Jamf Pro for iOS/iPadOS/tvOS (mobile devices): Management service provided at no charge.
  • Google Chromebook (HP Chromebooks): Per-device license costs billed to the 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, smartphones). Non-warranty work is provided in consultation with TechCenter staff. Service is provided at our TechCenter.

University-owned printers

Please refer to the Managed Print Services SLA.

Personally-owned devices

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

End User Technical Support

Provide ongoing 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, 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; service for all other devices or software is limited.

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. Service for devices and software on the current University recommended solutions is provided; service for all other devices or software is limited.

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 during TechCenter hours . Hours may vary due to holidays, academic calendar, or other factors.
  • 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

Service Manager