Much of the initial source data came from <R:\Chem IT\IT Support\Support Standards>.
These services are provided to Opt-in groups
Groups may elect not to use most of the listed Chemistry IT services. The few exceptions are noted, and some apply to all groups including Opt-out groups.
Opt-in groups may opt-out specific systems from being managed by Chemistry IT, but no change in billing.
Desktop and laptop support
Required: Provide network connection to CIT's AccessNet or A&S's RedNet for systems not managed by Chemistry IT, and Chemistry IT's network for systems managed by Chemistry IT.
Buy standard, recommended computers.
Process purchasing of Dell or Apple (Mac) desktops and laptops through University Purchasing.
Install contemporary, factory-like Windows or Mac OS on Dell or Apple hardware, if hardware supports it (limit of 1 hour).
Process standard warranty services.
Coordination for Dell and Apple systems, including packing and at-cost shipping.
Consultation services, 30 minutes per issue.
Consult on what hardware to buy and where. Includes consideration of best pricing and service, quality, and warranty options.
Consult on support options for systems more than 6 years old or running non-contemporary operating systems.
Consult on backup strategies and options.
Opt-in extras:
Required: Opt-in groups must support Chemistry IT's maintenance of a complete hardware inventory. Includes computers and printers within Opt-in groups.
By default, group computers are managed by ChemIT, placed on Chemistry's network, and have monitoring and updating software installed. Group may opt-out specific systems, but no change in billing. Services for managed computers include:
Installation, troubleshooting, and diagnostics on systems less than 6 years old using contemporary operating systems.
Installing and updating contemporary applications on ChemIT-managed computers (see Application Support, below, for details)
Arrange standard back-ups where needed, with EZ-Backup service.
Enable NetID-based log-on user-level accounts.
Enable special Admin accounts for faculty member and IT Rep.
If group shares password to other group members,
Warranty service coordination for almost any hardware, through University Purchasing.
Process purchasing of almost any hardware and peripherals.
Best-effort user assistance (limit of 30 minutes).
Recommend and purchase department phones, tablets, and phone services
Consult on personal mobile solutions.
Application support
For select software used by more than one group, maintain vendor relationships, purchase software, and coordinate campus and other license management.
Run departmental license servers. Managing off-network license keys for select software.
Maintain a central collection of shared media for some software installations, with a check-in and check-out process to reduce loss.
Consultation services, 30 minutes per issue.
Opt-in extras:
For the group computers managed by ChemIT (see above) get many basic software applications installed and maintained. Such as MS Office, ChemDraw, and Identity Finder.
Configuring and assistance with Cornell's email and calendar services (limit of 30 minutes), instead of going to CIT first.
Network support and IT Security
Required: Manage and coordinate jack network activation with CIT (3 networks: Chemistry IT network, CIT's AccessNet, and A&S's RedNet).
Includes maintaining required network machine registrations using CIT's tools (2 networks (Chemistry IT network and A&S's RedNet).
Required: Manage all Cornell phone numbers, and device deployments and repairs, AUDIX, call groups, number changes, etc., with CIT.
Coordinate RedRover/ eduroam service deficiencies in Chemistry spaces with CIT.
Consultation services, 30 minutes per issue.
Advise on security settings / implementation/ remediation options.
Opt-in extras:
For the group computers managed by ChemIT (see above) on Chemistry IT networks:
Manage Chemistry's network firewall settings.
Antivirus installation, management, and scanning.
Malware remediation – help find, and remove malware (when possible). Reconstruct systems, as appropriate.
Manage IT Security incidents and warnings, coordinating with A&S IT Security Liaison and CIT as appropriate.
Ensure computers configured following best-practices for security and other considerations. (Users must still engage in safe computing practices.)
Printing support
Required: Providing network jack for printer to be added to 10-space (MAC address required), if networking is desired.
Buy standard, recommended printers.
Consultation services, 30 minutes per issue.
Opt-in extras:
Option to have printer managed by Chemistry IT. Services for managed printers include:
Spare toner and ink supplies cached locally. And delivered and purchased on request, using group-provided default account number.
Process and manage printers enrolled under Eastern Support Contract, if desired.
Troubleshoot and diagnostics on systems less than 6 years old (limit of 30 minutes) and consult on repair/ replace decisions.
Process warranty or service contract, if applicable.
Research Computing (non-servers)
Required: Process Sponsored NetIDs to support group research.
Update Active Directory group member information as provided by groups, to enable authorization to group and department resources.
Establish group file shares, using CIT's SFS service. Do for both CIFS (Windows, Macs) and NFS (Linux) services.
Uses Cornell's Active Directory groups.
Consultation services, 30 minutes per issue.
Recommend other on-campus or off-campus resources, as appropriate.
Opt-in extras:
For the group computers managed by ChemIT (see above) on Chemistry IT networks:
For "instrument" computers, similar criteria as listed under "Desktop and laptop support".
For shared group computers, install and maintain.
Includes standard CentOS 7 for workstations needing Linux.
Assist with Cornell NetID and other Cornell accounts (limit of 30 minutes), instead of going to CIT first.
Research Computing (servers and high-performance computing)
Consultation services, 30 minutes per issue.
Recommend other on-campus or off-campus resources, as appropriate.
General Consulting
Needs analysis, design, time estimates, recommendations
Project specification and management
Work with CIT and other campus computing partners.
Advise on Cornell computing policies.
Referrals to campus and commercial resources
Assist with research grant proposal IT requirements, budgeting.
Research group web sites
Consultation services, 30 minutes per issue.
Consult regarding group web sites hosting options.