Support

Supported Software & Hardware

DCS will install and troubleshoot the following applications and provide technical support. The following list is not inclusive. Please contact DCS@unt.edu for questions about your particular needs.

* may require prior authorization from the user's supervisor before installation

DCS cannot assist you in installing, using, or troubleshooting the items in the following list. The list below is not inclusive. DCS reserves the right to remove these products from a user’s machine before we begin to troubleshoot another problem.

• Non-instructional games of any sort
• Screen savers
• Non-instructional audio
• Any software that in the opinion of the DCS poses a security or network threat or that violates University Policy

Hardware & Software Standards

DCS will provide support for standardized, campus-wide hardware and software. DCS will also provide support for non-standard hardware and software that is necessary for a department to perform University related work, within DCS’ technical expertise and staff availability.

When purchasing computer hardware (desktops, laptops, and printers) please consult the DCS team prior to the purchase. The team will provide you with assistance to ensure the proposed equipment meets University standards and is compatible with our CITC’s network infrastructure.

Remote Desktop Access & Management

Depending on the availability of DCS staff, remote access tools may be utilized to resolve Remedy tickets. The tools allow DCS staff to access the user’s desktop remotely for the purpose of expediting a resolution. DCS will obtain consent from the user before accessing the machine remotely. If consent is not given, the ticket will be assigned the appropriate level of priority.

Customer Responsibilities

In order to facilitate the support process, users supported by DCS are required to enter the following information in a Remedy ticket:

• Provide a clear and specific description of the problem or request
• Provide complete contact information (first and last name, department, phone number and CITC # of the affected equipment)
• Provide a phone number where a support technician can contact the requester
• Provide consent for a support technician to access the computer remotely when requested
• Attempt to give DCS advance notice of any hardware or software installs that the requester is aware of
• Exercise patience by understanding the volume of requests DCS receives each day