{"id":50,"date":"2007-12-15T18:45:00","date_gmt":"2007-12-15T23:45:00","guid":{"rendered":"https:\/\/med.sites.unc.edu\/it\/services\/end-user-support\/"},"modified":"2023-03-17T15:33:22","modified_gmt":"2023-03-17T19:33:22","slug":"end-user-support","status":"publish","type":"page","link":"https:\/\/www.med.unc.edu\/it\/services\/end-user-support\/","title":{"rendered":"Computer Support"},"content":{"rendered":"<p><!-- portlet_above --><\/p>\n<p><!-- description --><\/p>\n<h2><a name=\"top\"><\/a>Service Description<\/h2>\n<h3>Software and Hardware Troubleshooting for Laptop &amp; Desktop (Mac, Windows, iOS &amp; Android devices)<\/h3>\n<p>School of Medicine IT provides support for a wide range of IT issues to all students, faculty, and staff. Technicians are available via online live chat, onsite, by phone, or the IT Service Desk.<\/p>\n<ul>\n<li><strong>Accounts and Access<\/strong><br \/>\nYour digital profile grants you permission to online University resources as needed while protecting data by limiting access appropriately.<\/li>\n<li><strong>Email and Calendar<\/strong><br \/>\nUNC\u2019s Office 365 service provides a feature-rich email and calendar service with support for a wide range of devices. In addition to these features, UNC clients receive access to Office 365 services online as well as the ability to install the Office application suite on up to five devices.<\/li>\n<li><strong>Hardware Support<\/strong><br \/>\nSupport is available for most hardware installations and repairs.\u00a0 Warranty repairs for Dell, Lenovo, and Apple computers are handled by the UNC Computer Repair Center.\u00a0 Non-warranty repairs are handled in-house and addressed on an individual basis.\u00a0 New computers purchased through the <a style=\"background-color: #ffffff;\" href=\"http:\/\/cci.unc.edu\/\">UNC CCI program<\/a> are configured in accordance with UNC security and networking standards.<br \/>\n<a href=\"https:\/\/www.med.unc.edu\/it\/services\/end-user-support\/workforce-technology-office-equipment-recommendations\/\"><strong>Recommended Technology Equipment<\/strong><\/a> list for your convenience.<\/li>\n<li><strong>Network Access (Wi-Fi)<\/strong><br \/>\nWireless network access is provided via the UNC eduroam or UNC-PSK networks.<\/li>\n<li><strong>Network Access (Wired)<\/strong><br \/>\nWired network access is provided via campus networking infrastructure and requires IT assistance for proper configuration.<\/li>\n<li><strong>VPN<\/strong><br \/>\nThe UNC VPN service allows secure off-campus access to campus-based resources.<\/li>\n<li><strong>Security Protection<\/strong><br \/>\nAssistance with desktop and mobile device protection including antivirus, disk encryption, and more.<\/li>\n<li><strong>Security Remediation<\/strong><br \/>\nAssistance with removing unwanted programs and recovering from security mishaps.<\/li>\n<li><strong>Laptop &amp; Desktop Backup<\/strong><br \/>\nNetwork drive file storage is automatically backed up and is the recommended location for storage of important files. A separate client-based backup service that provides an online backup and recovery solution for data stored locally on the computer is available at an additional cost.<\/li>\n<li><strong>Data Recovery<\/strong><br \/>\nLimited data recovery capabilities are available; UNC has agreements with several professional data recovery vendors that can be utilized at an additional cost.<\/li>\n<li><strong>Information<\/strong><br \/>\nGuidance and answers for all your IT questions.<\/li>\n<\/ul>\n<h3>Software and Hardware Installation for Laptop &amp; Desktop (Mac, Windows, iOS &amp; Android devices)<\/h3>\n<p>School of Medicine IT provides support installing software and hardware for students, faculty, and staff. Technicians are available via online live chat, onsite, by phone, or the IT Service Desk.<\/p>\n<ul>\n<li><strong>Software Setup and Installation<\/strong>\n<ul>\n<li><strong>Software Acquisition<\/strong><br \/>\nProvides free and discounted software through centrally negotiated agreements. Consists of a product website, software ordering system and software management service.<\/li>\n<li><strong>Software Installation<\/strong><br \/>\nSchool of Medicine IT technicians are available to assist with installation of approved, properly licensed software packages.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Hardware Setup and Installation<\/strong>\n<ul>\n<li><a href=\"https:\/\/www.med.unc.edu\/it\/services\/end-user-support\/workforce-technology-office-equipment-recommendations\/\"><strong>Recommended Technology Equipment<\/strong><\/a><\/li>\n<li><strong>CCI Hardware Acquisition <\/strong>(SOM recommended)<br \/>\nCarolina Computing Initiative hardware is the SOM recommended standard for purchases such as laptops, desktops and monitors. Computers purchased through the CCI program are fully supported for configuration compliant with campus security policies. CCI provides access to purchase computer hardware at a discounted rate with free on campus warranty repairs.\u00a0<a href=\"https:\/\/cci.unc.edu\/departmental-purchases\">More information on departmental purchases through the CCI program<\/a>.<\/li>\n<li><strong>Consultation<\/strong><br \/>\nSchool of Medicine IT techs review clients&#8217; business needs and recommend appropriate solutions through IT consultation.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Mobile Device Management Setup and Installation<\/strong><br \/>\nAssistance with configuration of mobile devices in compliance with UNC security policies.<\/li>\n<li><strong>Surplus<\/strong><br \/>\nWhen a system has reached the end of its life cycle and is ready to be surplussed, School of Medicine IT offers a safe and secure method of disposing hard drive(s) to ensure the protection of data.<\/li>\n<\/ul>\n<h2>Associated Fees<\/h2>\n<p>View the <a href=\"https:\/\/www.med.unc.edu\/it\/wp-content\/uploads\/sites\/477\/2021\/09\/UNC-School-of-Medicine-IT-Service-Level-Agreement-Final_3-16-21.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">UNC School of Medicine IT Client Service and Support Service Level Agreement<\/a><\/p>\n<h2>Request Support<\/h2>\n<ul>\n<li>Call the Service Desk at 962-HELP (24\/7)\n<ul>\n<li><a style=\"line-height: 1.43em;\" href=\"https:\/\/go.unc.edu\/SOMIT\">Submit an Online Service Request<\/a><\/li>\n<\/ul>\n<\/li>\n<li>Live Chat (Monday-Friday, 7am-6pm)\n<ul>\n<li>Starting March 31, 2023 Live Chat hours are from Monday-Friday, 7pm-5pm<\/li>\n<\/ul>\n<\/li>\n<li>Visit our Walk-in Area: 137 MacNider Hall (Mon, Tues, Thurs, Fri 8am-5pm; Wed 9am-5pm)<\/li>\n<\/ul>\n<p style=\"text-align: right;\">[<a href=\"#top\">top<\/a>]\n","protected":false},"excerpt":{"rendered":"<p>Service Description Software and Hardware Troubleshooting for Laptop &amp; Desktop (Mac, Windows, iOS &amp; Android devices) School of Medicine IT provides support for a wide range of IT issues to all students, faculty, and staff. Technicians are available via online live chat, onsite, by phone, or the IT Service Desk. Accounts and Access Your digital &hellip; <a href=\"https:\/\/www.med.unc.edu\/it\/services\/end-user-support\/\" aria-label=\"Read more about Computer Support\">Read more<\/a><\/p>\n","protected":false},"author":76119,"featured_media":0,"parent":22,"menu_order":13,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"layout":"","cellInformation":"","apiCallInformation":"","footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-50","page","type-page","status-publish","hentry","odd"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Computer Support | Information Technology<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.med.unc.edu\/it\/services\/end-user-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Computer Support | Information Technology\" \/>\n<meta property=\"og:description\" content=\"Service Description Software and Hardware Troubleshooting for Laptop &amp; Desktop (Mac, Windows, iOS &amp; Android devices) School of Medicine IT provides support for a wide range of IT issues to all students, faculty, and staff. 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