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IT Support Services “Help Desk” Policies and Procedures
Purpose
The purpose of this policy is to ensure that:
- The Health Sciences Center community is informed about the applicability of policies with regard to the HSC IT Support Services division, and that support services are used in compliance with these policies and laws.
- Users of the HSC IT Support Services are informed about confidentiality, privacy, and security applicable to these services.
- Disruptions to HSC IT Support Services are minimized.
Scope
This policy applies to all West Virginia University Health Sciences Center staff, faculty, administrators, officers and students (collectively, “users”), including those on the regional campuses and Extended Learning sites.
Official Use
- HSC IT Support Services are University resources and are intended to be used for teaching, research, service, and administration in support of the University’s mission.
- Faculty, staff, and other authorized persons who are affiliated with the University may use Help Desk services when engaging in activities related to their roles in the University.
- Help Desk services are provided to students who require assistance in using or accessing HSC resources as well as those who require assistance with network connectivity.
- Access to the HSC Help Desk is a valuable tool and is a privilege with certain accompanying responsibilities. The same standards of conduct that are expected of students, faculty, and staff regarding the use of other University facilities, services, and resources apply to the use of HSC Help Desk services.
Personal Use
- HSC Help Desk services may not be used for personal purposes.
Confidentiality and Security
- HSC IT Services protects the security of all information. Any electronic information gathered in the attempt to meet customer support needs is protected by security practices.
Help Desk Services Provided
- Desk-Side PC Support
- Telephone-based PC Support
- Telecommunications
- HSC Network Support
- Classroom and Office Connectivity
- Hardware Repair
- HSC Related Software Application Support
Contacting the HSC ITS Help Desk
- An end user’s first point of contact should be the departmental Computer Support Contact “CSC”. If the CSC cannot resolve the issue they should then contact the Help Desk. For a list of departmental CSC’s see: http://www.hsc.wvu.edu/its/HelpDesk/CSC.aspx
- All ITS Departments including the Help Desk can be reached by telephone at: 304-293-3631
- Additionally you may mail the Help Desk at: HSC_HELPDESK@hsc.wvu.edu
- For “walk-in” service please come to room 2240 HSS
Supported Operating Systems
- Windows XP & Vista are fully supported by our staff.
- Windows 7 soon to be released is currently being testing with HSC applications, and is currently not supported by our staff.
- Macintosh OS X is fully supported by our staff.
- Unix, Linux, all other operating systems, and previous versions of Windows and Macintosh operating systems will be considered a “best effort” support situation and are not fully supported.
Blackberrys
- Information on Blackberry Service Rates, Devices, and Authorization may be found at:
http://pcps.wvu.edu/information_about_contracts/wvu_u_s_cellular
- WVU Contracted US Cellular Blackberry software and activation will be supported by our staff to the best of our abilities.
- If you stop receiving e-mail and calendaring from the HSC BlackBerry Server please take the following steps:
- Turn your Blackberry Device off and remove the battery for a few minutes.
- Replace the battery and restart the device.
If e-mail and calendaring are not restored, contact our Help Desk at: 293-3631
The help desk may assist you by resetting you device on the BlackBerry server or in some cases, restoring your device to its factory settings. Troubleshooting problems may take several hours. If your device is determined to be defective or damaged, you will be referred to the U.S. Cellular Store in Sabraton.
- Blackberry hardware cannot be serviced by our staff, users should return to the U.S. Cellular Sabraton store. For defective or damaged BlackBerry devices, U.S. Cellular will repair or replace them according to the warranty (one year) and or insurance provisions of your service. U.S. Cellular may supply a “loaner” BlackBerry if available and necessary to maintain your service while repairs are under way.
- When changing Blackberry devices US Cellular will back up and transfer data to the new device.
- Non-US Cellular Blackberry devices can be added to our Enterprise Server providing that the user has paid the license fee to WVU. To pay the license fee please email: MTBostonia@mail.wvu.edu
PDA’s, Handhelds and Mobile Devices
- All PDA’s, Handhelds and Mobile Devices must comply with HSC ITS Standards for Encryption and Password Requirements. For more information see: http://www.hsc.wvu.edu/its/Administration/PoliciesProcedures/SecurityMobileDevices.aspx
- The Apple iPhone 3GS is the only secure iPhone that will work with our Email system. We will assist users with Email and wireless network setup and synchronization of the iPhone 3GS. Third party or Apple applications and iPhone hardware that are not business related are not supported. Mission critical and business related applications will be supported to the best of our abilities.
- PDA’s and Handheld devices are supported by our staff to the best of our abilities. With the wide variety of Handhelds and synchronization software on the market we will provide “best effort” support for these devices.
Personally Owned Computers and Equipment
- Our staff cannot take possession of any personally owned equipment, nor can it be left at our facility. If the equipment is not owned by WVU or UHA it will be considered “Personally Owned”.
- We will work on personally owned equipment if it is used for HSC business, and attended by the user at our Help Desk, and there is no WVU or UHA equipment waiting for repair.
- We are not responsible for loss of data or damage to “Personally Owned” equipment.
Changing Passwords
- Password change requests via telephone must be validated by our staff via the caller’s 700 number if a WVU employee, or via UHA Security if a UHA employee.
- To obtain your 700 number go to: https://centralid.wvu.edu/wvuid/
- In-person password change requests may also be validated by your employee ID card.
- If the user cannot be verified the password cannot be changed.
Backing Up Data
- It is the user’s responsibility to backup any data on equipment before our staff works on it.
- We will advise users in the best way to backup their data.
- We will not assist in the backup of MP3’s / Music Files, Movies, etc.
- Our staff is not responsible for any lost data on equipment.
Downgrading Microsoft Office 2007
- We will not downgrade a user from Microsoft Office 2007 to a previous version unless it is proved that the downgrade is critical to the user’s ability to do their work.
Antivirus / Spyware Protection
- Only Symantec Endpoint Protection is supported by our staff.
- Symantec Endpoint Protection is licensed by WVU and will be installed by our staff on any computer that does not currently have it installed.
- Users should upgrade to the latest version of SEP at: http://sep.hsc.wvu.edu
- Apple users should purchase and install Norton Dual Protection Antivirus for Mac : http://www.symantec.com/norton/macintosh/antivirus-dual-protection
Bittorrent, Limewire, Kazaa, Bearshare, etc.
- If file sharing software is found to be an issue while working on a user’s computer it will be removed by our staff.
- If any software is found to be causing the problem on the computer or known to be Spyware, Adware, or Malware, it will be removed by our staff.
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