Computer Support

We support all school-owned laptop and desktop computers.  This includes purchasing, operating system installation and configuration, software installation, all troubleshooting, hardware repairs, and data recovery.  We also use a product called Bomgar which allows us to connect remotely to your computer, with your permission, and troubleshoot, install software, and make configuration changes on your computer when you are off-site.

We do not provide technical support or software for personal computers or other personal equipment. We can help you connect your personal computer to the UM wireless network or to our AV equipment, and we can offer advice about possible solutions to general questions, but we cannot work directly on your computer.

You may be able to hire SNRE IT staff to work independently on your personal equipment. In this instance, work done by IT staff will be done outside of normal work hours, and will be completely unaffiliated with SNRE IT. Fees will be worked out between the IT consultant and the user.

The Computer Showcase in the Michigan Union also provides for-fee support services for personal computers.

Network File Storage

SNRE utilitzes the U of M Mainstream Storage service for our network storage.  We provide a small amount of private space for faculty and staff upon request.  We also provide shared group space for faculty, staff groups, research groups, labs, offices.  Please contact us to request storage space.

All personal and group storage on the Mainstream Storage service includes daily backup services.  SNRE IT staff are able to restore files from the backups upon request.  Note: in most cases, individual computers are not backed up. If your computer breaks down, you will likely lose everything on your C: drive, in your My Documents folder, and on your Desktop.  You should never store anything of value in these locations.

Printing

We provide 4 public printers (3 B&W and 1 color) for SNRE faculty, staff, and researchers to use, free of charge.  In order to print to these printers, you must have access to an SNRE-owned computer.  You cannot print to these printers from your personal computer.

We also have a large-formate poster printer in our office.  More information about poster printing is available on our Poster Printing page.

Smart Phone and Mobile Device Support

We provide purchasing assistance, setup, and configuration services for Apple iPhone and Android phones.  We also provide support for iPad mobile devices.  Please consult with SNRE IT before purchasing a mobile device not mentioned above.

We do not provide additional apps or other software for mobile devices, nor do we provide troubleshooting services for those apps.  You will have to contact the developer for those services.

Classroom AV Support and Equipment Loans

We are available weekdays between 8 am and 5 pm to provide support for all AV equipment installed in SNRE classrooms and conference rooms.  We also provide equipment loan services to support SNRE-affiliated class presentations, conferences, events, and work.

Due to a shortage of available staff, we will not, in most cases, be able to staff events to run AV equipment. We will not loan equipment to support non-SNRE-related activities or classes, and we do not loan computers to students for homework, papers, or dissertation research.

SNRE IT will not loan equipment to support non-SNRE-related activities or classes, unless those classes take place in the Dana Building. Some restrictions may still apply in these circumstances.

SNRE IT will not loan computers to students for homework, papers, dissertations, or student group presentations.

For ENVIRON classes outside the Dana Building, LSA Media Services in Mason Hall will provide AV support. For equipment delivery, contact LSA Media Classroom Projection Services at 763-6037 at least a week in advance. To borrow equipment, contact LSA Media Equipment Loan at 763-5158 or walk-in at G340 Mason Hall.

Dana Building Network and Phone Services

SNRE IT should be your initial point of contact for all issues relating to the Dana building network and phone systems.  We will report all problems to ITCOM, request and schedule new line installations, and handle the ordering of new phones.  We can also troubleshoot network issues and activate inoperative network jacks.

Web Services

The SNRE Communications office provides assistance with the main SNRE website and all SNRE Drupal sites.  SNRE IT provides additional web services, including:

• Assistance with updating an existing non-Drupal site.
• Help with creating, configuring, and troubleshooting Sitemaker, CTools, and UM Lessons sites.
• Consulting services to help determine the best solution for your website needs.

Users are expected to abide by Information Technology Policies and Guidelines at the University of Michigan when creating and maintaining their sites.