Computer Device Support

Description

Berkeley IT offers a set of standard support requests and will assist with troubleshooting general IT issues for devices and campus licensed software suites. While we do not handle hardware-related issues, we will assist with coordinating warranty repair of university-funded and recommended equipment that is still under warranty with supported vendors. You can report that something is broken by using the incident webform. 

Benefits 

Managed Support with the Berkeley Desktop

The Berkeley Desktop provides a reliable, secure, and integrated computing environment. Having a managed machine reduces the time and resources faculty, staff, and departments would need to spend if maintaining their UC Berkeley-owned computers. A Berkeley Desktop configured computer provides a standard environment combined with automated maintenance which means you:

• See fewer problems
• Have more security to defend against cyber attacks
• Can get help faster
• Experience less downtime

When you buy a computer managed by IT Client Services, it is equipped with Berkeley Desktop, and future updates are then managed through our enterprise device management tool, called BigFix. BigFix is the endpoint management system leveraged centrally by Berkeley IT and locally by departmental IT partners to improve the security posture of the UC Berkeley network, help simplify computer lifecycle management, provide machine inventory for data-driven decisions, and reduce common IT tasks for overall time savings. We offer a Patching Service for supported Windows and Mac operating systems and commonly used applications, Self-Service Installations for a growing software library, Anti-Virus Management, and an assortment of optimizations to enhance the usability and security of endpoints.

Getting Started

Computer Support Eligibility

Managed Computer Support

IT Client Services highly recommends using a campus-managed computer. All managed computers are eligible for ITCS support. A managed computer meets the criteria below and is running the Berkeley Desktop management and patching software. If your computer is unable to run the full suite of Berkeley Desktop operating system, management, and patching software it will not longer be managed and should be replaced immediately.  Determine If Your Machine is Campus Managed (Berkeley Desktop).

Recommended Computer Hardware Models  - ITCS can guide you through the purchase and setup of a recommended computer hardware model. These laptop and desktop computers are thoroughly tested and known to work with the Berkeley Desktop management and patching software. Recommended models running the Berkeley Desktop will be proactively patched by campus staff (Endpoint Operations & Services in partnership with ITCS). ITCS promises to restore these computers to working order as quickly as possible (see Support Promises below).

Other Computers Eligible for ITCS Support

Unmanaged computer models not in the recommended list may also be supported by ITCS, if they meet the following criteria:

• University property, not personally owned.
• A computer that is capable of running a Windows or MacOS version of an operating system that is actively receiving security updates from Microsoft or Apple. We are unable to assist with any Unix/Linux-based operating systems (see  How do I know if my operating system is supported and receiving security updates?).
• All devices on the Campus network are required to comply with the  Minimum Security Standard for Networked Devices, including  MSSND Software Patch Update Guidelines.
• ITCS support technicians have administrative access on the computer or administrative access can be granted in coordination with the computer/system administrator.
• ITCS support technicians are permitted to re-install the latest version of your computer's OS or Berkeley Desktop image (preferred) when necessary to resolve an incident or complete a service request.
• The computer does not need special configuration for its use-case (for example, an instructional computer that requires software configured for a class or a control computer for a scientific instrument that requires vendor configuration).
• ITCS support technicians have physical access to the computer or the ability to remotely control the computer with the client's authorization using remote support tools.
• Your computer has a valid warranty or is less than 5 years of age (computers that do not meet this criteria may need to be replaced).
• The computer hard drive does not contain data governed by a Research Data Use Agreement or Data Access Agreement that might prohibit access or deletion of data by an IT support technician.

Lab/Special Use Machines and Other Ineligible Devices

Lab/Special Use Machines that don't meet eligibility criteria are unable to be supported by ITCS. ITCS can provide general guidance for unsupported devices in coordination with the device or system administrator. The device or system administrator is responsible for the security of the machine.

ITCS staff cannot work on personally owned devices.

What should I do if my device isn't eligible for support?

Even if your device does meet support criteria, ITCS might be able to help. Please contact us with your support request since we may be able to redirect you to other campus resources, consult with you on how you or your vendor can resolve the issue, or assist you in upgrading your device so it is eligible for support. We cannot promise to restore an unsupported device to working order, but we'll give it a try!

Device Hardware Warranty & Repair

Devices under warranty provide the best experience when hardware breaks. ITCS recommends a 3-5 year warranty on all new devices. ITCS will help facilitate warranty repairs for managed and supported devices. Devices out of warranty will be evaluated for repair by ITCS staff and may need to be replaced if older than 5 years. Device owner will cover costs for parts and repair if not under warranty.

Support Promises

• Managed (Berkeley Desktop) Managed computers will be proactively patched by campus staff (Endpoint Operations & Services in partnership with ITCS) and monitored for security vulnerabilities. ITCS will restore the computer to running order and support campus software. Hardware may incur a cost for parts/repair if not under warranty.
• Supported - The system user is responsible for patching and maintaining computers, including meeting Minimum Security Standard for Networked Devices. ITCS will attempt to restore the computer to working order in partnership with department IT staff or the computer administrator. Hardware may incur a cost for parts/repair if not under warranty.
• Unsupported These devices are not eligible for ITCS support. The system user is responsible for patching, security, and maintenance. ITCS will consult with the computer user or vendor but will not work on these computers' hardware or software/OS.

Service Details