DDS - Desktop Support Features

Desktop Support Features Categories

DDS Desktop Support Features cover the following categories of support. Click the links listed below to jump to that section. 

Initial Setup, Upgrades, Configuration, Maintenance, and Application Usability  

In Scope:

  • Physical setup of new Windows or Mac computers
  • Remote setup of new Windows or Mac computers
  • Deploy system image to Mac computers
  • Deploy system image to Windows computers
  • Migrate data from old computer to new computer
  • Install of OIT-supported standard software
  • Install department-specific applications
  • Troubleshooting and ensuring the usability of OIT-Supported standard software
  • Troubleshooting and ensuring the usability of department-specific software
  • Automated Windows OS updates and upgrades
  • Automated Mac OS updates and upgrades
  • Driver updates for new Windows computers
  • Troubleshoot automated process failures

Out of Scope:

  • Linux support
  • Windows devices other than Dell and MS Surface (e.g. Lenovo, HP, Toshiba, etc.). Buff Techs can support these devices under general Secure Computing
  • Setting up virtualization or multiple OS on Macs and PCs
  • Setting up of boutique hardware (Label printers, label scanners, specialized printers, and instrumentation, etc.)
  • DDS can help get these physically connected to a DDS managed computer, but they need to be set up and configured by the department.

Office Moves and Storage  

In Scope:

  • Close and small-scale office moves
  • Disconnecting/reconnecting of cables and peripherals for office moves

Out of Scope:

  • Picking up equipment at the Distribution Center (handled by department)
  • Storing departmental tech equipment in DDS office space (needs to be stored by the department)
  • Peripheral, cable and adapter inventory organization (handled by department)
  • Far, logistically difficult, or large scale office moves (handled by Facilities Management or hired moving company)
 

Security and Patching  

In Scope:

  • Central management of patch compliance and reporting for Windows computers
  • Central management of patch compliance and reporting for Mac computers
  • Central management of patch compliance and reporting for managed iOS devices
  • Pre-deployment testing of OIT-standard Windows application patches
  • Pre-deployment testing of OIT-standard Mac application patches
  • Pre-deployment testing of new Windows OS releases
  • Pre-deployment testing of new Mac OS releases
  • Automated anti-virus threat assessment and reporting for Windows
  • Automated anti-virus threat assessment and reporting for Mac
  • Automated and manual malware remediation
  • Use of technologies that reduce the impact of ransomware (OneDrive, Teams, SharePoint)
  • OS configuration complies with CU Boulder IT Security standards for Windows
  • OS configuration complies with CU Boulder IT Security standards for Mac
  • Windows OS Secure Workstation for CUI, ITAR and CMMC compliance
  • Secure Windows OS Workstation to access GCC High Azure research tenant
  • Established processes and procedures that comply with HIPPA requirements
  • Established processes and procedures that comply with PCI requirements
  • Established processes and procedures to comply with ITAR and EAR
  • Drive-level encryption technology for data protection for Windows (BitLocker)
  • Drive-level encryption technology for data protection for Mac (FileVault)
  • Customizations for Secure Computing exemptions after ITSO approval (patching, computer reboots, software versioning, GPOs, etc.

Out of Scope:

File Storage and Active Directory Configuration  

In Scope:

  • Migration of data from on-prem storage to cloud solutions (May need to involve EMS)
  • Migration of data between different cloud solutions
  • Folder Redirection of Documents and Desktop to University-approved cloud storage
  • Employee access review
  • Complete management of departmental Active Directory infrastructure
  • Creation and management of department specific Group Policy Objects (GPOs)

Out of Scope:

 

Desktop Printer Management  

In Scope:

  • Initial installation, configuration, and connectivity troubleshooting of a desktop printer (USB Only)

Out of Scope:

  • Network connections for individual or shared use

Multi-function Device (MFD) Management  

In Scope:

  • MFD scan-to-email configuration
  • Install printer using DDS-Print. Manually or via GPOs
  • Configuration of MFD admin access for key departmental members

Out of Scope:

  • Setup, configure and maintain the MFD scan-to-email address book
  • Facilitate warranty repair process by engaging vendor
  • Train department to manage their user authentication codes
  • Train with configuration of user print and copy quotas
  • Hardware and component repair
  • Monitor Toner and Paper
  • Replace consumables
 

Customer Capabilities and Features  

In Scope:

  • Technical Environment Review
  • Employee Access Review (Grouper)
  • Consultation on new technology (DDS supported technology)
  • Facilitate warranty repair process for Dell computers, on-campus
  • Self-service application installation on Windows computers
  • Self-service application installation on Mac computers
  • Self-service OS upgrades on Windows computers
  • Self-service OS upgrades on Mac computers
  • Receive warranty Information reports for Dell hardware (via ITAM)
  • Receive warranty Information reports for Mac hardware (via ITAM)
  • Receive customized network storage location to store shared departmental data
  • Assistance with management of delegates for shared mailboxes, calendars and resources
  • Consultation on procurement of OIT-supported and recommended applications
  • Receive assistance with purchasing DDS supported equipment
  • Receive loaner systems while failed hardware is being repaired
  • Assisting with personal mobile devices to connect to Email and Cisco VPN
  • Troubleshoot common peripherals connected to DDS managed computers (monitors, speakers, docks, webcams, keyboards/mice, etc.)
  • Troubleshoot connectivity issues involving DDS managed computers in conference rooms

Out of Scope:

  • Hardware Asset Management (email Berkley.Jones@colorado.edu) 
  • Software Asset Management: Assistance with software license management and application upgrade cycles
  • Working with departments on surplus and appropriate disposal of old systems (Surplus Property Disposal Training Videos and Job Aids)
  • Facilitate warranty repair process for Dell computers, dispatch to customer's residence (If their residence is the preferred location, it’s the customer’s responsibility to set up an appointment. Necessary info for repair can be supplied by DDS)
  • Facilitate warranty repair process for Mac computers (Contact Apple support for education at 1-866-902-7144 or take Apple device to the Apple Store on 29th street)
  • Assistance with Email clients outside of Outlook (OIT only supports the Outlook email client)
  • Home network troubleshooting (Contact your internet service provider)
  • Troubleshooting of personal/university owned home printers and peripherals (Buff Techs can support this, but you may need to bring home printers and peripherals into campus for further troubleshooting) 
  • Conference room AV / Dedicated PC support (Contact the Auxiliary A/V team - Crestron or Projector A/V equipment is recommended) 
  • Support of labs or lab type environments (Email oit-labs-req@colorado.edu) 
  • Server support
  • Website support
  • Digital Displays
  • Sign-in Kiosks (QR Codes are the new recommended best practices for patrons to sign in using their own device)
  • Shipment of computers and peripherals (handled by department).