Basic Support

Overview

College of Engineering provides walk-in and remote IT support services for a set of common IT support issues.  This service is provided by Engineering IT Shared Services staff and student consultants at Engineering IT Help Desks throughout the College of Engineering.

Covers

University-owned desktops, laptops, and mobile devices (collectively referred to as devices throughout this document).

Limited assistance connecting to University resources with non-University equipment.  

Current versions of Microsoft Windows and Apple OS X are supported. Current versions of Linux are supported on a best-effort basis.

Features

Setup of University-owned Devices:

  • Installation of vendor-supported computer hardware, software, and/or operating system. Enterprise-class devices are strongly preferred.
  • Installation assistance for properly licensed software listed on the WebStore.  
  • Configure network settings, UOFI Active Directory on Windows, and/or OS security.
  • Provide a list of standard hardware recommendations for desktop use.

Troubleshooting & Support of University-owned Devices:

  • Troubleshoot and resolve issues with supported software and hardware on a best-effort basis.  
  • Enable network access (e.g., provide IP addresses) according to the policies of the individual departments.
  • Troubleshoot network connectivity issues.
  • Assist with connecting to University resources.  
  • Troubleshoot printers.

Assistance with Other Services:

  • The Engineering IT Help Desk will assist users with the acquisition and use of other Engineering IT services, such as research file storage, web hosting, backups, etc.
  • The Engineering IT Help Desk will assist users with centrally provided IT services such as Exchange (email and calendaring), campus wireless, and VPN. When assistance goes beyond basic support capabilities, the Engineering IT Help Desk will refer users to the appropriate service manager or support professional.

Assistance Connecting Non-University Devices

  • The Engineering IT Help Desk will assist users in connecting to University resources (e.g., wireless network, printers, file share).  
  • Mobile device support is described in Mobile Device Support.

Available To

College of Engineering students, faculty, and staff.

Service Hours

When Class is in Session:

  • Walk-in support hours are 9:00 am to noon and 1:00 pm to 5:00 pm, Monday through Friday. (The Engineering IT Help Desk at Siebel Center is also open during the lunch hour.)
  • Phone calls will be answered:
    • Monday-Thursday: 9:00 am to Midnight
    • Friday: 9:00am to 9:00pm 
    • Saturday:10:00am to 9:00pm 
    • Sunday:10:00am to Midnight  
  • Emails will be responded to within one business day. Emails are watched the same schedule as the phones.   
  • Engineering IT Help Desks are closed on University holidays.

When Class is Not in Session (for example, Winter Break, Fall Break):

  • Engineering IT Help Desk at Siebel Center walk-in support hours are, 9:00 am to noon and 1:00 pm to 5:00 pm, Monday through Friday.  
  • Other Engineering IT Help Desk are open with reduced staffing levels and signs will be posted about hours.
  • Calls to the Engineering IT Help Desk phone will be answered 9:00 am to noon and 1:00 pm to 5:00 pm, Monday through Friday.
  • Emails to engrit-help [at] illinois [dot] edu will receive a response within one business day.
  • Engineering IT Help Desks are closed on University holidays.

Support Contacts

Walk-in:

  • 264 Coordinated Science Laboratory (CSL)
  • 1005 Mechanical Engineering Laboratory (MEL)
  • 264 Materials Research Laboratory (MRL)
  • 2302 Siebel Center for Computer Science
  • 3080 ECE Building

Phone: 217-333-1313
Email: engrit-help [at] illinois [dot] edu

Cost

Basic support is a subsidy service funded by the College of Engineering and participating departments. Consultants may need to refer users to fee-based services when necessary.

Service Terms

Users of this service agree to the following terms:

  • Basic Support on nights and weekends is provided by a much smaller staff which may result in slower response times.
  • Support options are limited if Engineering IT does not have administrator privileges on the computer.
  • For OS installation, Engineering IT uses a standard OS and software package.  
  • Support provided for non-University owned devices is much more limited than that for University-owned devices, and Engineering IT reserves the right to refuse all support for non-university owned hardware or software.
  • Engineering IT reserves the right to refuse support on hardware and operating systems or software that is past end-of-life (for example, past vendor support).
  • Engineering IT does not guarantee purchased hardware or software will meet specific needs, even with consultation.
  • Engineering IT is not responsible for any loss of data incurred while providing technical support on a computer.
  • Engineering IT reserves the right to install critical or emergency software updates, with minimal notice.
  • This service only covers software available from, and licensed through, WebStore.

New Service Inquiries

Jake MacGregor
Help Desk Services Manager
jdmac [at] illinois [dot] edu

Documentation

Where do I go for walk-in support?

Related Services

 


 

Last Revised:  December 15, 2016

Get Help

Questions about this topic? Don't see what you're looking for?

Email engrit-help [at] illinois [dot] edu, call the Help Desk at 217-333-1313, or contact your primary IT support professional.