End User Support at the Gillings School
End User Support Group
Updated Guidelines
This Fall, the Gillings EUS staff will primarily work from their off-campus remote location and on a part-time staggered schedule from the EUS office to provide contactless technical support for the school. To best reach EUS, submit a help ticket that will be routed to the appropriate technician as soon as possible:
- Customers will NOT be allowed in the EUS office, without an appointment. All customers MUST wear masks on scheduled visits or when receiving in-person service.
- To facilitate help tickets, technicians will use a remote desktop as a first-respondent tool. Customers should be prepared to provide permissions for technicians to remotely access their computer devices.
- If equipment needs to be physically serviced, EUS staff will schedule a time for customers to drop off and pick up items at the EUS office.
- If there is a need for technicians to visit a customer’s office, customers and office mates must agree to vacate or provide 6 feet physical distancing.
- EUS staff are NOT permitted to visit homes and other off-campus locations to troubleshoot technical issues or transport equipment.
- The university's Surplus Office has been closed until further notice. Customers should store their surplus items for now.
- The university's Computer Repair Center (CRC) will not retrieve or deliver any equipment at this time. If the campus CRC office needs to perform work on a customer's machine, customers will schedule an appointment with the CRC to deliver or pick up devices from the CRC Main Repair Shop (919-962-5058). The CRC shop is located off of Martin L. King Boulevard behind the Giles Horney Building.
CRC Main Repair Shop Location: Located behind the Giles Horney Building, in the UNC Facilities complex, which can be a bit of a maze to navigate. You also may download the map. It is easiest if you place the Giles Horney address (103 Airport Dr., Chapel Hill, NC 27599) in the GPS, but just DON’T turn into their building. Here is the main shop number as well, just in case you need additional guidance: (919) 962-5058.
Note: Students with IT issues shall receive support from UNC IT Service Desk, located on the ground floor of the undergraduate library near the student union/bell tower.
- Submit a Help Ticket
- 24/7 Campus Support 919-962-HELP (4357)
The following contains a list of departments that are currently supported by End User Support:
- Central Administrative Units (CAU) - Academic Affairs; Advancement; Communications; Dean's Office; Diversity and Inclusion; Facilities; Finance; Human Resources, IIS, Research, Innovation and Global Solutions; Student Affairs; Strategic Analysis and Business Intelligence
- Health Behavior
- NC Institute for Public Health
- Maternal Child Health
- Public Health Leadership
The following departments have alternate technical support within the school. To rout your request to the appropriate support staff, submit a Help Ticket.
- Biostatistics
- Environmental Sciences and Engineering
- Epidemiology
- Health Policy and Management
- Nutrition
- Troubleshooting of CCI PC hardware (to include laptops, desktops and accessories); Operating System (Windows 10) and Various Software Applications (Office 365, Adobe, Web Browsers, etc.)
- Troubleshooting of Apple Hardware (to include laptops, desktops and accessories) also to include Operating System (Mac OS) and Various Software Applications (Office 365, Adobe, Web Browsers, etc.)
- Troubleshooting Printing Issues
- Imaging / Reimaging Computer Devices
- Computer Purchase Consultation
- Smartphone Support (Limited)
- Computer Setup
- Inventory Tracking
- Surplus
- All newly imaged or reimaged EUS supported laptop devices will be encrypted to include an additional layer of security, which will require an additional two-factor authentication process.
- Users with additional software not owned by the university, must provide EUS the purchased software and license to have the application installed. EUS will not provide installation of downloaded freeware. Users will be responsible for those types of installations.
- End User Support will contact you to arrange pickup of your laptop or mobile devices. Desktops will be delivered on a case-by-case basis. Turnaround times to resolve tickets are based on volume of service, worker availability or any additional issues that may be detected during the troubleshooting process.
The following is a list of End User Support FY 2022 laptop and MacBook recommendations for the Gillings School workforce.
Due to the amount of faculty and staff currently working remotely, the End User Support (EUS) standard recommendation for computer purchases in Gillings is to purchase a single portable laptop or MacBook and NOT a desktop computer for each of their users. Using a portable device will provide the flexibility to use both in the office or remotely.
Devices and most accessories are purchased through the university’s Carolina Computing Initiative-CCI where models and costs change from year to year. If you need additional info, feel free to contact Gillings End User Support staff at eus@unc.edu.
1. Laptop Recommendations for Standard Use (Windows)
DEVICE OPTIONS
- Lenovo ThinkPad T14 Gen 2 [$1158.25]
- Lenovo ThinkPad X1 Carbon Gen 9 (lighter weight) [$1405]
- ThinkPad USB-C Docking Station [$132]
- 23.8" Dual Wide Screens Computer Monitors [$200 (2)]
- Logitech MK550 Wireless Keyboard & Mouse Set [$80]
- Logitech Z-130 -speakers [$27]
- HD Webcam C930e [$130]
- Logitech HD Pro Webcam C920S [$70]
- One 27” Flat Panel Wide Screen [$343]
2. Laptop Recommendations for Standard Use (MacBook) (Microsoft Office365, Microsoft Teams)
DEVICE OPTION
- 13-inch MacBook Pro
- Apple M1 chip with 8-core CPU, 8-core GPU, 512 GB Storage [$1499]
- 16GB unified memory [$200]
- AppleCare+ for 13-inch MacBook Pro [$269]
- 23.8" Dual Wide Screens [$200 (2)]
- USB-C Digital AV Multiport Adapter [$69]
- USB-C to USB Adapter [$19]
- Belkin USB-C to Gigabit Ethernet Adapter [$29.95]
- Magic Keyboard – US English [$99]
- Magic Mouse 2 – Silver [$79]
- Kensington SD5700T Thunderbolt Dual 4K Docking Station [$337]
- Logitech Z-130 -speakers [$27]
- HD Webcam C930e [$130]
- Logitech HD Pro Webcam C920S [$70]
- One 27” Flat Panel Wide Screen [$343]
3. Laptop Recommendations for Advance Applications (Windows) (SAS, SPSS, FINANCE, POWERBI, Complex Spreadsheets, Photoshop, etc)
DEVICE OPTIONS
- Lenovo ThinkPad T14 Gen 2 [$1158.25]
- 16GB RAM Upgrade [$140]
- ThinkPad USB-C Docking Station [$132]
- 23.8" Dual Wide Screens Computer Monitors [$200 (2)]
- Logitech MK550 Wireless Keyboard & Mouse Set [$80]
- Logitech Z-130 -speakers [$27]
- HD Webcam C930e [$130]
- Logitech HD Pro Webcam C920S [$70]
- One 27” Flat Panel Wide Screen [$343]
During the current COVID-19 pandemic, we ask that supervisors onboarding new hires please review this checklist and engage with IT as outlined below, BEFORE confirming a start date for their new hire. Otherwise, IT is not responsible for staff unable to work due to gaps in their home computing environment.
Pre-Offer to Candidate
1. Plan for and verify elements needed in the new hire’s home computing environment.
- Review the Work Remote site for helpful information and checklists.
- Computer (three options):
- Existing home computer – strongly recommended. Must have current antivirus software, up-to-date patching, and installed VPN.
- Existing university computer - delivered to individual’s home. Note that IT staff may not work at people’s homes and currently cannot work on campus.
- New university computer – ordered by supervisors and delivered to campus per campus Finance instructions. If needed, devices will be arranged by Facilities and EUS staff to be shipped to new hire’s home.
- Peripherals: Either plan to use existing equipment in the home or purchase via ePro for home delivery from Staples or CDW per recent guidance from Procurement to Finance offices. Consult your business manager for guidance.
- Internet connection that you & new hire believe will be sufficient. We recognize that it will be increasingly harder to predict reliability going forward. See guidance here.
2. Collect the following information and submit to End User Support via https://help.unc.edu/ service request. New hire’s name, supervisor’s name, start date, personal contact phone number and personal (non-UNC) email address, and Onyen – we must have the user-created Onyen before we start setup.
- List of shared drives, shared mailboxes and special software packages that are needed. We will assume Office 365 and VPN.
- Whether new hire will utilize or have access to sensitive data. This requires a special consultation. More information is here.
3. Notify new hire that EUS technician will schedule a remote support session to work with them to configure device.
- Technician will reach out to them directly to schedule, as soon as feasible on or just after their start date.
- New hire will complete Gillings IT Off-Site inventory form and submit via email to eus@unc.edu.
- To avoid jeopardizing operability, please advise new hires NOT to attempt to set up of devices without the assistance of a Gillings IT technician.
- Home computers will each be a little different.
- Regular setup processes for university computers have been interrupted by the remote working situation, so we’ll use a modified setup to get your new hire operational.
- Once we return to campus your hire will need to work with us again to make final adjustments to the setup.
Gillings IT department has created office spaces located on the ground floor (basement) of Rosenau Hall 004 available to Gillings faculty, staff, and students to reserve for temporary use. For more information visit: Hoteling Office Spaces.
- Joseph Love
- Blair Mason
- O.J. McGhee
- Melvin Powell
Access the following site to monitor real-time and historical data for campus system performance, outages, maintenance, updates, and announcements.
UNC ITS Status Page
