On-Site Support (OSS)
The User Support and Engagement On-Site Technical Support Group (OTSG) is committed to providing professional, informed, courteous, customer-focused Information Technology services in person at the customer's work location. The OTSG provides on-site support of departmental networked computers, printers and general desktop support as a fee-based service.
On-site support is provided two ways: 1) on-site personnel 2) dispatch service. Fees for on-site support vary according to how much support is needed and are based on a percentage of a permanent full time employee's salary. Dispatch support charges are based on an hourly rate.
The OTSG provides continuity, centralized management, and ITS supervision of the support position. University departments in need of on-site desktop computer support will find this option superior to hiring and managing their own staff position, while departments that already have computer support staff may find that freeing their staff from routine network tasks allows their staff to focus more effectively on the unique research and instructional needs of the department.
Contact Us
If you have a problem and we already support your department, please call the ITS Response Center at (919) 962-HELP to have an analyst dispatched to your location.
If you wish to set up this type of support for your department or group, please contact Ken Yow at (919) 698-8611 or send an email to ken_yow@unc.edu.
Service Goals
To provide professional desktop computer support at the customer's location.
Supported services (provided as needed)
- Installing OS Updates
- Desktop/laptop/server backups, and backup solution administration
- Departmental server support: Novell, Microsoft, application servers
- Specialized applications support and video streaming
- Network and IP Printing support
- Departmental directory Services
- Departmental help desk on-site
- Hardware and software purchasing and purchasing recommendations
- Peripheral device support: Printers, multifunction hardware, Treo, Pocket PC, and palm, networked copiers/printers/scanners, video presentation systems (portable and fixed), and Video Board systems
- Requests for wiring and Wireless networks
- Imaging of hardware
- Macintosh Network/Desktop support
- Web Page support
- Training and documentation
