Hardware Repair (IT)
Service Description
IT hardware repair/support for the College is provided through the Computer Services Help Desk. Supported IT hardware items include:
- All computer hardware equipment purchased through the Help Desk (desktops, laptops, tablets)
- Workgroup printers, and workgroup printers/photocopiers
- Some IT peripherals (i.e. scanners, desktop printers, webcam’s, headsets, etc.)
- E-classroom/AV equipment (i.e. projectors, user control equipment, videoconference units, VHS/DVD/Blu-Ray players, document cameras, Smartboards/monitors, audio/video switching & distribution equipment/cabling)
When a College user (employee, or student) finds a potential hardware problem with a piece of equipment, they are to report the problem to the Computer Services Help Desk by calling 475-6488 (ext. 6488), or e-mailing [email protected]). Help Desk staff, if unable to resolve the reported hardware problem over the phone will generate a trouble-ticket so that a technician can be dispatched in order to investigate the problem in-person. The priority given to the ticket is dependent on the severity of the issue – with the highest priorities being given to student/classroom computer equipment, or when a user is unable to perform their main job duties due to the hardware failure with their IT equipment.
Once dispatched, the technician will perform some initial troubleshooting to determine if the problem is indeed a hardware failure, or if this issue is something else (i.e. software problem, user error). If the problem is found to be a hardware problem and cannot be fixed onsite, the technician will then take the equipment out-of-service and then escalate the trouble-ticket for the repair to the appropriate Computer Services technical staff. or external vendor support team to fix the issue:
- All computer PC/desktop, as well as workgroup printers will supported by the designated Help Desk Technician for these types of hardware repairs. The technician here will either fix the problem or, if the equipment is covered under a warranty, contact vendor support to fix the issue. Equipment off warranty may be fixed for a vendor-charged fee, or if not repairable, may need to be replaced. Off warranty vendor fixes, or equipment replacements are at the expense of the College department that is responsible for that equipment.
- Workgroup printers/photocopiers at the College are purchased/supported through an external vendor of record. Therefore, the vendor’s support department is contacted to resolve the issue.
- E-classroom/AV equipment is supported by the AV Repair Technician. The technician here will either fix the problem or, if the equipment is covered under a warranty, contact vendor support to fix the issue. Equipment off warranty may be fixed for a vendor charged fee or, if not repairable, may need to be replaced. Off warranty vendor fixes, or equipment replacements are at the expense of the College department that is responsible for that equipment.
- Other IT peripherals (i.e. scanners, desktop printers, webcam’s, headsets, etc.) are generally considered to be ‘disposable’ hardware items and will only be fixed by the Computer Services Help Desk on a ‘best-effort’ basis. Costs for the replacement of these items are the responsibility of the College department that owns it.
Who Can Use This Service
All College employees and students are entitled to IT hardware repair/support as outlined above.