OIT Software Support Homepage

Mission:

To provide Tier II software field support services to the administrative and academic campus community
To assist departments in determining their computing needs
To work closely with other groups within OIT to provide economical, efficient, and accurate computing support services.
To assist with the delivery and implementation of the Faculty and Research Computer programs.
To provide field assistance with special OIT projects and implementations
To provide backup SCAD/DCS Departmental assistance when the assigned member is absent.
Manage workstation related resources in the Princeton Domain
Provide software support for Students, Faculty, and Staff at the OIT Solutions Center - Tech Clinic in Frist during normal university business hours

Staff:

Phil Immordino - Manager - Software Support - 87 Prospect
Gail Martinetti - Software Support Specialist-Assistant Manager - 87 Prospect (80% FTE)
Tom Francais - Software Support Specialist - 87 Prospect
John Shorey - Software Support Specialist - 87 Prospect
Dianne Wolochowicz - Software Support Specialist - 87 Prospect
Mark Pellecchia - Software Support Specialist - 87 Prospect
Anthony Wilk - Software Support Specialist - 87 Prospect
Sarah Kampel - Telecommunications - Software Support Specialist - 87 Prospect (50% FTE)
Joe Delucia - Departmental Computing Support Specialist - Nassau Hall
Jesse Barron - Software Support Specialist - OIT Tech Clinic - Frist 112
Matthew Talarick - Software Support Specialist - OIT Tech Clinic - Frist 112
Gary Tesler - Software Support Specialist - 87 Prospect - G-15

Desktop Support Organizational chart (includes OIT Hardware Support and Business Administration)

Current Projects:

Provide full support for ~2800 DeSC machines (both proactive and reactive)
Provide TSM backup and restore assistance for Windows and Macintosh platforms
Document and the Windows image creation process for both DeSC, FCP, and Non-DeSC
Document the update the setup and replacement of a DeSC machines (the entire process)
Document the Mac OS X image creation process
Support and Maintenance of the Armory and 120 Alexander Training rooms
Support and Maintenance of the CIAB project (Cluster in a box)
Online Reports for support staff on DeSC machines, TSM backups, and Active Directory machine information.
Symantec Antivirus workstation client technical support and client installers
Assistance with Computer security and removal of hacks/attacks from Windows PC's
Synchronization of PDAs (Palm and Pocket PC based) to Ontime and Exchange 2003
Conversion of Netscape local email, address books, and rules to Outlook
Work in conjunction with Windows Systems to automate software deployment and machine policies.
Create and support Application packages for DeSC for SMS and Active Directory deployment
Monitor the DeSC Sassafras Keyserver.

Offices:

G15 87 Prospect Ave (Computer Center) and Frist 112 (OIT Solutions Center Tech Clinic)

Hours:

Normal Schedule: (Labor Day through June 4) 9 am to 5:00 p.m. Monday through Friday
Summer Schedule: (June 7 through Labor Day) 8:30 am to 4:30 p.m. Monday through Friday

Tech Clinic Hours - 9:00 am to 5:00 pm Monday through Friday, no new appointments after 3:00 pm

Appointments:

Appointments are made directly between you and the Software Support Staff member assigned to your incident. Most appointments are scheduled for a meeting at your location. However, other arrangements can be made for support of off-campus machines if the hardware can be brought into campus. Software Support does not make "house calls" or visits to staff personal residences.

Tech Clinic appointments are provided at walk in via a signin system.

Services

Needs Analysis Service

Charges:

For most appointments, OIT Software Support services are provided free of charge. Please see the table below to determine what types of services we charge for:

Service Offered (by OS)	Scope of Support	Chargeable?
Support for Windows (3.1/95/98/ME)	Limited³	Yes¹
Support for DeSC Windows XP workstations (member of DESC OU in the Princeton Active Directory - pu.win.princeton.edu)	Full⁵	No⁵
Support for Mac OS 7.x-9.x	Limited	Yes¹
Support for Mac OS X (10)⁷	Full⁴	No
Support for Linux (RedHat x86) workstation	Limited	Yes¹
Support for Windows NT/2000/XP/Vista workstation (NOT a member of the DESC OU)	Limited	Yes^1,²
Support for other UNIX flavors	None, Contact OIT Enterprise Infrastructure Services - Server Systems for consultation	^N/A
Support for Windows NT/2000/2003/2008 Server	None, Contact OIT Server Systems for consultation	^N/A
TSM Bare Metal Restore for DeSC Systems⁶	Full	No⁶
TSM Bare Metal Restore for all other workstations	Limited	Yes¹

¹ Chargeable support may be supplied by Software Support or Hardware Support at Desktop Support management's discretion. Charges are based on the current Hardware Support Labor rate (see Labor Rate). The minimum charge is 1 hour for work determined to be "SWS chargable".

² Chargeable NT/W2K/XP support for non-DESC machines is waived (free) if the problem is application related and the application is part of the core Princeton application suite (ie. Office XP, Netscape, etc).

³ Limited to operating system specific areas and core desktop application.

⁴ "Full Support" for DeSC includes OS level, networking and application level if application is part of the core Princeton suite of software (i.e.. Office 2003, Outlook, Basic Business Application Support, other Information access apps, etc.). Other applications are subject to a "best we can offer" support basis.

⁵ "Full Support" for DeSC includes OS level, networking and application level if application is part of the core Princeton suite of software (i.e.. Office 2003, Outlook, Basic Business Application Support, other Information access apps, etc.). Other applications are subject to a "best we can offer" support basis. We reserve the right to charge if a machine was maliciously altered or compromised in any way due to a failure as a result of an application that was installed by a user or if the user was operating with local administrator rights when not authorized by DeSC.

⁶ TSM "Bare Metal" Restore is available for DeSC Systems that are utilizing the complimentary "no charge" complete TSM backup service. The machine must be backing up regularly in order for the restore to be successful. The restore is performed at no charge, however during the replacement of the failed hard drive (whether warranty or not), OIT Hardware Support will charge a 1/2 hour fee to initially start the restore process. Departments can choose to waive the HWS restore charge if they inform the HWS repair technician (they will ask) that they wish to have SWS start the restore. Waiving this charge can result in a 1 business day delay in getting the restore completed.

⁷ Minimum OS X Hardware - 512MB RAM, G3 900 Mhz (or higher G3) OR G4 400Mhz or higher or Intel CPU.

Contact:

OIT Software Support does not take work requests directly from our customers. To request the services of OIT Software Support, please contact the OIT Operations and Support Center at 8-HELP or by sending email to helpdesk@princeton.edu. If your issue requires an onsite field support visit, a Software Support staff member will contact you to schedule an appointment.

For questions regarding existing work requests please contact the Software Support Staff member directly. If you do not know which staff member is assigned to your incident, contact the OIT Support and Operations Center at 8-HELP.

If you need more information on how to setup any computer at Princeton, please refer to
Office Computer Assistance: How to add a computer or printer to the Princeton Network

Please Click Here to go back to the OIT Desktop Support Home Page

OIT Software Support
Copyright © 2007 [Princeton University]. All rights reserved.
Information in this document is subject to change without notice.
Not responsible for typographical errors.
Other products and companies referred to herein are trademarks or registered trademarks of their respective companies or mark holders.

Last updated 03/05/08 by Phil Immordino