Managed Desktop Service
The OIT Managed Desktop Service provides a robust, secure, and managed desktop support service for client endpoints, such as desktops and laptops, for numerous departments and colleges across campus. We offer a high return on investment for customers who do not have the resources, assets, or infrastructure to maintain a full service desktop support operation. This service provides highly trained desktop support technicians, technology project and purchasing consultation, and ensures that your computing environment is fully secure and up to date with the most current operating system and application software updates.
Supported devices can be found at this ServiceNow Configuration Item report
Supported systems list can be found at the System Status website
Supported software can be found at: Vendor Risk & License Management website
As part of the Managed Desktop Service, Departments will provide a liaison for OIT Managed Desktop and user to work with and navigate departmental policies and procedures, accountability of end users to follow university IT best practices, coordinate purchases of new equipment and assist in scheduling repair work done at times that will not impede department work functions. A list of department LANTechs can be found at ServiceNow article KB0022483: Share Names and LANTechs for Campus Units. Training for LANTechs is available to anyone to foster a better understanding of the additional LANTech responsibilities and requirements. This training is placed in Reporter and can be found in Reporter - LANTech Training module.
Client Endpoint Support:
- Day-to-day desktop support:
- Computer imaging and installation
- Troubleshooting computer hardware and software issues
- Assistance with connecting to university services
- Application packaging and delivery
- Operating System and Application patching
- 20GB Home Directory (per user)
- Departmental Share space
- Productivity Software (Windows Operating System, MS Office)
- Hardware specification and purchasing assistance
- Network printer, copier and scanner support
- Hardware warranty repairs
- Loaner devices
Embedded Technician responsibilities may include, but not be limited to:
- Dedicated technician for client endpoint support items listed above
- Hardware inventory lifecycle replacement planning
- Technology purchase consulting for technology purchases, e.g. hardware and software
- Advocate for customer’s business needs to OIT
- Liaise with campus IT units on client’s behalf
- Purchase computers on Marketplace
- Network support and management
- Train staff and document customer business processes
- Recommend business continuity plans and procedures
- IT Security consultation
- IT Project management and/or serving as a project resource
Quota Increase Requests: (departmental or project shared drives)
- Facilitate storage increase requests above the default Departmental Share quota amounts, in increments of 20GB. If stored data is necessary for university business, required by university policy, or not otherwise covered by acceptable backup and disaster recovery plans, it should be stored on network shares. File space requests separate from the Departmental Share (S: drive) should be a Project Share. Project shares are available in 20GB increments, and can be requested through the NC State Help Desk.
This service is available to the entire campus community. Depending upon the type of service or request needed, the initial consultancy and requirements gathering phase may determine that another service offered within OIT may be better suited. If that is the case, the OIT Managed Desktop Support team will help with the engagement, and transition to the other service offering provider.
Costs are based upon the type of service(s) being requested.
Client endpoint support:
- $476 / endpoint / year
Embedded Technician:
- Full Time Tech - costs determined based upon requirements
- Part Time Tech - costs determined based upon requirements
Quota Increase Requests:
- $18 / 20gig / year
For more information about costs, and/or to work with someone in the OIT Managed Desktop Support team to provide a quote, please click on the "Help With This Service" button on the right side of your browser window.
- Faculty / Staff
- Students
- Researchers