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Support Options - Engineering, Math, Physics

These options are provided to all customers in the above groups. This replaces the previous support structures referred to as "fully supported" or "self-support" among other names and updates the requirements for the support level of "Tier 1" that we've had available for several years. Note: If your group is part of the engineering school but has traditionally been supported by their own IT unit, this information may not be applicable. Please contact your primary IT support group for further information.

Failure to adhere to the listed user responsibilities at each tier can result in security risks. The IT Operations group reserves the right to limit or disable network connectivity until the responsibilities are appropriately fulfilled or if a host has been compromised. Please talk to an administrator if you have questions about what this means.

Tier 3 Support - Fully supported by IT Ops with high security and many automated operations. 

  • Networking:
    • Connection to a firewalled network for additional security. 

    • Resolution of network issues related to acquiring an IP (DHCP or NTS). Internal escalation of issues related to connections maintained by NOC, supervised by an administrator.

  • Computer Support:

    • Basic imaging with Windows 10 or latest operational macOS release. 

    • Dual boot configurations not allowed. 

    • Connection to the campus Microsoft AD domain (AD.UMD.EDU) for central authentication (Windows). 

    • Enhanced, centrally managed security policies and automated network drive mappings (Windows desktops). 

    • Desktop and Document redirection to file server for additional protection and backups (where applicable, automatic on Windows desktops). 

    • Remote assistance and troubleshooting (when applicable).

    • Quick connections to available printers.  

    • Full software installation support.

    • Extensive troubleshooting provided by an available technician or administrator.

    • Microsoft RDP configuration via departmental VPN (where applicable). 

    • IT Operations is responsible for making sure that the computer is compliant with state and university policies as detailed here.

  • User responsibilities:

    • Reboot for updates when prompted. 

    • Report any error message and issues to the Service Desk.


Tier 2 Support (**minimum recommendation for support**) - Assisted support with basic security and some automated operations. 

This option is not available for macOS. 

  • Networking:

    • Connection to a standard Campus network.

    • Resolution of network issues related to acquiring an IP (DHCP or NTS). Assisted escalation of issues related to connections maintained by NOC.

  • Computer Support:

    • Basic imaging with Windows 10 or Glue Ubuntu. (No dual boot configurations provided.)

    • Local administrator account provided to group/user for maintenance only.

    • Connection to the campus Microsoft AD domain (AD.UMD.EDU) for central authentication (Windows). 

    • Basic, centrally managed security policies and automated network drive mappings (Windows desktops).

    • Software checkouts and guidance with supported software.

    • Assisted printer installation. 

    • Best effort troubleshooting provided by an available technician or administrator.

    • Microsoft RDP configuration via departmental VPN (where applicable). 

  • User responsibilities:

    • Software installation.

    • Updating operating system with patches on a regular basis.

    • Host firewall must be enabled and configured. 

    • Active anti-virus protection. 

    • Day-to-day troubleshooting and maintenance.

    • Backups of local storage.

    • Responsible for adhering to state and university policies as detailed here. From the Interim Standard Protecting Sensitive Information, IT-4.6: Should the University of Maryland incur monetary fines or other incidental expenses from security breaches, the university may recoup these costs from the non-compliant department, school, or auxiliary organization.

Tier 1 Support (**requires case-by-case review and approval, per machine, by the Service Desk Manager or the IT Operations Director**) - Limited support with low security and no automated operations. 

  • Networking:

    • Connection to a standard Campus network.

    • Resolution of network issues related to acquiring an IP (DHCP or NTS). Assisted escalation of issues related to connections maintained by NOC.

  • Computer Support:

    • Basic imaging with Windows 10, latest macOS, or Ubuntu release. (No dual boot configurations provided.)

    • Local standard account may be provided for day-to-day operations.

    • Local administrator maintenance account provided to group/user for maintenance only, unless otherwise required and approved for special circumstances and equipment. Must be discussed with and approved by the Service Desk Manager or the IT Operations Director.

    • Software checkouts and guidance with supported software.

    • Best effort troubleshooting provided by an available technician. 

  • User responsibilities:

    • Software installation.

    • Upgrading and updating operating system on a regular basis.

    • Host firewall must be enabled and configured. 

    • Active anti-virus protection. 

    • Day-to-day troubleshooting and maintenance. 

    • Backups of local storage.

    • Local account management.

    • Remote access configuration. 

    • Connection of additional equipment, including printers. 

    • Responsible for adhering to state and university policies as detailed here. From the Interim Standard Protecting Sensitive Information, IT-4.6: Should the University of Maryland incur monetary fines or other incidental expenses from security breaches, the university may recoup these costs from the non-compliant department, school, or auxiliary organization.


Please direct all further inquiries to the Service Desks:

AVW Service Desk

1449 AV Williams Building

(301) 405-3689 (or x53689)

ecehelp@umd.edu, isrhelp@umd.edu, bioehelp@umd.edu 


EGR Service Desk

0123 Glenn L. Martin Hall

(301) 405-1634 (or x51634)

eit-help@umd.edu, math-helpdesk@umd.edu, physhelp@umd.edu

If you are not familiar with either of these service locations then there is a chance that you are served by another IT group. Please contact your primary support group for assistance, as this article may not apply to you.




Keywords:support, tier, administrator, access, administrative, windows, campus login, updates   Doc ID:96274
Owner:Ayla H.Group:University of Maryland Engineering IT
Created:2019-11-27 10:17 ESTUpdated:2020-11-10 12:16 EST
Sites:University of Maryland Engineering IT
Feedback:  1   1