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DDS – 2021/2022 Academic Year Service Changes

Purpose

The purpose of this document is to highlight the scope of Dedicated Desktop Support (DDS) service during the COVID-19 mitigation efforts being implemented by the University of Colorado. 

"Remote First" Philosophy

In March 2020, as a response to the immediate need to leave campus due to COVID-19, DDS transitioned to a remote-support model. While some problems will require in-person troubleshooting or meetings with customers, the majority of support requests will begin with remote consultation. This model reduces the need for in-person interactions and could expedite resolution of many IT issues. While we are continuing the remote first philosophy, in-person meetings are still available if needed.

DDS reserves the right to refuse in-person service if campus COVID-19 protocols are not being followed. 

Software Self-Service Capabilities

Many software applications can be installed using the DDS self-service software portals available for both Mac and Windows computers. Our customers should have a shortcut to these portals on their desktops. These allow our customers to install and upgrade software themselves. For software not available in the portals, we will assist you with the installation of that software as we always have.

Satellite in-person meeting spaces

DDS has satellite meeting spaces on East Campus in the Marine Street Science Center. Because many of our customers are working remotely, we may ask you to meet us in these locations in an effort to reduce congestion on campus and to make the repair more convenient for both you and our techs.

Computers may power off or hibernate due to issues beyond the span of our control 

We will perform problem isolation remotely with you. If it is determined that the computer may be powered off, we will request that you go to campus and verify the power status of the affected computer. DDS Technicians can resume remote problem isolation and resolution at that point. 

You may be unable to connect to internet services at home due to issues with your ISP or Home Network

While working on campus, your wired and wireless network is maintained by OIT. When working remotely, you rely on the network in your home to reach the internet and CU resources. We will take steps to help you remotely isolate internet access issues. If we suspect a problem with your internet service provider (ISP) or your home network, you will be referred to your ISP for support.

DDS is unable to deploy software images to computers remotely 

If an operating system or application issue cannot be successfully resolved, a re-image of the computer may be required. Additionally, any new computers that need to be deployed will also need to be imaged before they can be used. If a re-image of your computer is required, we may need to arrange an on-campus appointment to retrieve the equipment from you. DDS also has the tools to facilitate user-initiated remote deployments for both the Mac and Windows OS on existing systems.

Please note: An appointment will need to be made to verify all data is successfully backed up. 

Follow the tutorials below to set up your Mac or PC:

Please understand that in-person re-images may require you to be without your equipment for a few days. In these instances, DDS can provide a loaner laptop. 

DDS is unable to remotely deploy loaner computers to customers 

In the event of a critical failure with your supported computer, we may offer a loaner computer, if available, to use while yours is repaired. We will arrange to meet you at a campus location to perform the deployment. 

Apple *does not* dispatch support for hardware problems 

If your Apple device requires a hardware repair, options are limited. Apple does not dispatch support to customer locations for hardware problems. As a result, you may be instructed to take your University-owned computer to the Apple Store for necessary hardware repairs.

Dell *does* dispatch support for hardware problems 

If your Dell device requires a hardware repair, Dell will dispatch support to customer locations, including home residences for remote users. Your DDS technician can help you coordinate that dispatch if needed.

Accessories for working at home

You may find that you need an extra cable or an adapter while working from home. We can assist you in identifying the proper accessory for purchase through the CU Marketplace, a local store, or an online store.