HireIT can provide ad-hoc, as-needed support for services not included in clients’ service tiers, as well as other University clients who require supplemental IT services.
For more information or assistance in determining which service tier is more appropriate for your needs, please contact HireIT.
Key:
Included
Included with limitations
Not included
| Service | Description | Service Tier | ||||
|---|---|---|---|---|---|---|
| Key | Extended | Leadership | Field & Project | Certified Desktop | ||
| Accounts | Create and delete accounts (e.g., email, domain) | |||||
| AV equipment | Support and set up AV equipment, including equipment for events and presentations; perform equipment health checks | |||||
| Data transfer | Transfer any data from one location to another | |||||
| Dedicated resource | Provide a dedicated staff member for events | |||||
| Deskside support | Provide deskside support during regular business hours, as needed | |||||
| Equipment inventory | Perform, manage, and maintain equipment inventory; provide yearly review and analysis of inventory with client | |||||
| Equipment lending | Lend equipment for academic use, travel, presentations (e.g., laptops, phones, etc.) | |||||
| Equipment specifications and purchases | Custom consultation for equipment specifications / purchases | |||||
| Events / presentations | Set up equipment for events and presentations | [limited to equipment setup only] | [includes on-site monitoring during the event] | |||
| Events / all day | Provide IT support for all-day and high-profile events | |||||
| Imaging | Image and set up equipment with HireIT’s standard image on machines that fall within HireIT’s recommended standards | [data transfer not included] | ||||
| Imaging deviations | Create base image for machines that fall outside HireIT’s recommended standards | |||||
| IP addresses | Maintain client IP addresses and provide yearly reviews | |||||
| Listserv configuration | Create email listservs based on client specifications | |||||
| Listserv lists | Manage listserv lists (e.g., adds, deletes, open, closed) | |||||
| Listserv management | Manage listservs on an ongoing basis, including offboarding, onboarding, and providing backup support for listserv manager | [limited to onboarding/ offboarding] | ||||
| Mobile devices | Support mobile devices (personal or work cell phones) | [limited to email and AirPennNet configuration] | ||||
| Non-ISC supported software | Install software for a custom application | [anything else beyond the baseline image is charged] | ||||
| Onboarding/offboarding | Manage all aspects of IT onboarding/offboarding of staff | |||||
| On-site hours | Provide regularly scheduled on-site office hours | |||||
| Operating hours | Provide a fully staffed service desk with support via phone, email, and tickets during regular office hours: M to F, 8 AM – 6 PM | |||||
| Operating hours with additional support | Provide additional support outside regular business hours, including an emergency on-call contact | |||||
| Patching | Patch standard software for Windows and Macintosh machines (e.g., OS, security, and standard applications such as Office, browsers, and java). | |||||
| Personal machines | Set up for remote work (e.g., Air PennNet and RDP) | |||||
| Phones | Set up and support VoIP phones for PennNet Phone | |||||
| Printing | Set up, configure, and install network printers and print queues | |||||
| Projects | Coordinate campus initiative projects (e.g., SPIA, PennKey password changes, O365 migration) | |||||
| Productivity software | Support standard productivity software (e.g., Office, email) | |||||
| Purchasing recommendations | Provide standard specifications and recommendations for IT purchases | |||||
| Recycling machines | Wipe drives and coordinate with an authorized recycling organization for pick up of machines from client's or HireIT’s office | [machine pick up from client's office] | [machine pick up from client's office] | [includes 90-day hold before machine is wiped & picked up from HireIT's office] | [includes 90-day hold before machine is wiped & picked up from HireIT's office] | |
| Ticket reports | Gives a detailed list of all tickets and the status of each ticket: open, in progress, and closed. Reports are emailed on Mondays to designated contacts and reviewed weekly by HireIT. | |||||
| Training | Provide periodic training opportunities | |||||
| Vendor negotiation | Conduct vendor negotiations for equipment, software, etc. | |||||