Topics Map > IT Operations > Customer Support and Policies > Desktop Support

Support Options - Engineering, Math, Physics

These options are provided to all customers in the above groups, except for Aerospace Engineering and IPST. Please contact your respective IT Support if you are a member of those units.

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.

These Tiers are primarily based on the Campus Policies Related to Computers. 

Windows

Tier 3 (required for Staff)

  • ***Required for Staff***
  • Responsibilities Breakdown:
    • Customer Responsibilities:
      • Reboot for updates when prompted.
      • Report any error messages and issues to the Service Desk.
    • EIT Responsibilities:
      • Basic imaging with Windows 11.
      • Ensuring that the computer is compliant with state and university policies as detailed here.
      • Extensive troubleshooting provided by an available technician or administrator.
      • Remote assistance and troubleshooting (when applicable/available).
      • Resolution of network issues related to acquiring an IP.
        • Internal escalation of issues related to connections maintained by NOC, supervised by an administrator.
      • Full software installation support.
      • Management of security patches in WSUS/InTune.
  • Included Services:
    • Connection to a firewall-protected network for additional security.
    • Connection to the campus Microsoft AD domain (AD.UMD.EDU) for central authentication.
    • Enhanced, centrally managed security policies and network drive mappings (desktops).
    • Desktop and Document redirection to file server for additional protection and backups (where applicable, automatic on desktops).
    • Quick connections to available printers.
    • Microsoft RDP configuration via GlobalProtect VPN (where applicable).

Tier 2

  • Recommended For:
    • Faculty and Research Labs.
    • Shared PCs.
  • Responsibilities Breakdown:
    • Customer Responsibilities:
      • Software installation.
      • Reboot for updates when prompted.
      • Ensuring that the host firewall is enabled and configured.
      • Day-to-Day troubleshooting and maintenance.

      • 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.

    • EIT Responsibilities:
      • Basic imaging with Windows 11.
      • Assisting with checkouts and guidance for supported software.
      • Assisted printer installation.
      • Best-effort troubleshooting and assistance provided by an available technician or administrator.
      • Management of security patches in WSUS/InTune.
  • Included Services:
    • Connection to a standard campus network.
    • Connection to the campus Microsoft AD domain (AD.UMD.EDU) for central authentication.
    • Basic, centrally managed security policies and network drive mappings (desktops).
    • Access to shared file storage *Via the GlobalProtect VPN.
    • Microsoft RDP configuration via the GlobalProtect VPN (where applicable).
    • Administrative access available via MakeMeAdmin, either:
      • On domain accounts
      • On a single standard local account

Tier 1

  • Recommended For:
    • Computers where Tier 2 has been demonstrated incompatible with hardware or software.
  • Responsibilities Breakdown:
    • Customer Responsibilities:
      • Software Installation.
      • Upgrading and updating the Operating System on a regular basis.
        • Ensuring the host machine stays up-to-date on mandated security patches.
      • Ensuring that the host firewall is enabled and configured.
      • 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.
    • EIT Responsibilities:
      • Basic imaging with Windows 11.
      • Assisting with checkouts for supported software.
      • Extremely limited troubleshooting and assistance provided by an available technician or administrator.
      • Management of security patches in WSUS/InTune.
        • Only those that are strictly necessary.
  • Included Services:
    • Connection to a standard Campus network.
    • Connection to the campus Microsoft AD domain (AD.UMD.EDU) for central authentication.
    • Centrally managed security policies (only those that are strictly necessary to comply with Campus policies).
    • Access to shared file storage *Via the GlobalProtect VPN.
    • Administrative access via MakeMeAdmin on a single standard local account.

macOS

Tier 3 (required for Staff)

  • ***Required for Staff***
  • Responsibilities Breakdown:
    • Customer Responsibilities:
      • Reboot for updates when prompted.
      • Report any error messages and issues to the Service Desk.
    • EIT Responsibilities:
      • Basic imaging with the latest supported version of macOS.
      • Ensuring that the computer is compliant with state and university policies as detailed here.
      • Extensive troubleshooting provided by an available technician or administrator.
      • Remote assistance and troubleshooting (when applicable/available).
      • Resolution of network issues related to acquiring an IP.
        • Internal escalation of issues related to connections maintained by NOC, supervised by an administrator.
      • Full software installation support.
      • Management of security patches in JAMF.
  • Included Services:
    • Connection to a firewall-protected network for additional security.
    • Enhanced, centrally managed security policies via JAMF.
    • Access to shared file storage.
    • Local standard user account.

Tier 2

  • Recommended For:
    • Faculty and Research Labs.
    • Shared PCs.
  • Responsibilities Breakdown:
    • Customer Responsibilities:
      • Software installation.
      • Reboot for updates when prompted.
      • Ensuring that the host firewall is enabled and configured.
      • Day-to-Day troubleshooting and maintenance.

      • 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.

    • EIT Responsibilities:
      • Basic imaging with the latest version of macOS.
      • Assisting with checkouts and guidance for supported software.
      • Assisted printer installation.
      • Best-effort troubleshooting and assistance provided by an available technician or administrator.
      • Management of security patches in JAMF.
  • Included Services:
    • Connection to a standard campus network.
    • Basic, centrally managed security policies via JAMF.
    • Access to shared file storage *Via the GlobalProtect VPN.
    • Administrative access available via Privileges.
      • Standard user account with administrative escalation available.

Tier 1

  • Recommended For:
    • Computers where Tier 2 has been demonstrated incompatible with hardware or software.
  • Responsibilities Breakdown:
    • Customer Responsibilities:
      • Software Installation.
      • Upgrading and updating the Operating System on a regular basis.
        • Ensuring the host machine stays up-to-date on mandated security patches.
      • Ensuring that the host firewall is enabled and configured.
      • Day-to-Day troubleshooting and maintenance.
      • Backups of local storage.
      • Local account management.
      • Remote access configuration.
      • Connection of additional equipment, including printers.
      • Ensuring that the computer's operating system (macOS version) remains up-to-date.
      • 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.
    • EIT Responsibilities:
      • Basic imaging with the latest version of macOS.
      • Assisting with checkouts for supported software.
      • Extremely limited troubleshooting and assistance provided by an available technician or administrator.
  • Included Services:
    • Connection to a standard Campus network.
    • Centrally managed security policies (only those that are strictly necessary to comply with Campus policies).
    • Access to shared file storage *Via the GlobalProtect VPN.
    • Administrative access available via a two-account system:
      • One standard local account for daily use.
      • One administrator local account for maintenance use only.

Linux

Tier 2 - RedHat Glue (Math Only)

    • Recommended For:
      • Mathematics Faculty Members
    • Responsibilities Breakdown:
      • Customer Responsibilities:

        • Software Installation.

        • Rebooting for updates when prompted.
        • Ensuring that the host firewall is enabled and configured.
        • Day-to-Day troubleshooting and maintenance.

        • 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.

      • EIT Responsibilities:
        • Basic imaging with the latest version of RedHat Glue.
        • Assisting with checkouts and guidance for supported software.
        • Assisted printer installation.
        • Best-effort troubleshooting and assistance provided by an available technician or administrator.
        • Management of security patches in Ansible.
    • Included Services:
      • Connection to a standard Campus network.
      • Centrally-managed security patches via Ansible.
      • Connection to the Campus Active Directory domain for central login.
      • Automatic drive mapping.
      • Access to shared file storage *Via the GlobalProtect VPN.

Tier 2 - Ubuntu

  • Recommended For:
    • Non-Mathematics Linux users.
  • Responsibilities Breakdown:
    • Customer Responsibilities:

      • Software Installation.

      • Rebooting for updates when prompted.
      • Ensuring that the host firewall is enabled and configured.
      • Day-to-Day troubleshooting and maintenance.

      • 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.

    • EIT Responsibilities:
      • Basic imaging with the latest version of Ubuntu.
      • Assisting with checkouts for supported software.
      • Assisted printer installation.
      • Best-effort troubleshooting and assistance provided by an available technician or administrator.
      • Management of security patches in Ansible.
  • Included Services:
    • Connection to a standard Campus network.
    • Centrally-managed security patches via Ansible.
      • Only those that are 
    • Access to shared file storage *Via the GlobalProtect VPN.
    • Administrative access available via a two-account system:
      • One standard local account for daily use.
      • One administrator local account for maintenance use only.

Tier 1

  • Recommended For:
    • Computers where Tier 2 has been demonstrated incompatible with hardware or software.
  • Responsibilities Breakdown:
    • Customer Responsibilities:

      • Software Installation.

      • Rebooting for updates when prompted.
      • Ensuring that the host firewall is enabled and configured.
      • Day-to-Day troubleshooting and maintenance.

      • 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.

    • EIT Responsibilities:
      • Basic imaging with the latest version of Ubuntu.
      • Assisting with checkouts and guidance for supported software.
      • Extremely limited troubleshooting and assistance provided by an available technician or administrator.
  • Included Services:
    • Connection to a standard Campus network.
    • Access to shared file storage *Via the GlobalProtect VPN.
    • Administrative access available via a two-account system:
      • One standard local account for daily use.
      • One administrator local account for maintenance use only.

Please direct all further inquiries to the Service Desk:

EGR Service Desk

0123 Glenn L. Martin Hall

(301) 405-1634 (or x51634)

eit-help@umd.edu 

Note: Our A.V. Williams and Toll Physics Service Desk locations have closed, but the legacy contact methods below are still active, and will forward to the appropriate location.

(301) 405-3689, (301) 405-8582

bioehelp@umd.edu , ecehelp@umd.edu , ireaphelp@umd.edu , isrhelp@umd.edu, math-helpdesk@umd.edu, physhelp@umd.edu

If you are not familiar with any 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.


Keywordssupport, tier, administrator, access, administrative, windows, campus login, updates   Doc ID96274
OwnerAyla H.GroupUMD Engineering IT
Created2019-11-27 11:17:55Updated2024-09-23 14:53:16
SitesUniversity of Maryland Engineering IT
Feedback  5   1