For IT Liasons

IT Liaison Competencies

  • Effectively communicates information about the OVC/DSL administrative computing environment to their department head and staff.
  • Provides feedback to OVC Desktop Support regarding department/user experiences with the OVC/DSL administrative computing environment.

Security

  • Understands the policies affecting the security of data and computers and is able to communicate these to department staff.
  • Knows how to recognize the possible signs of compromised computer.
  • Knows what to do if a computer is suspected of being compromised.

CrashPlan Backup

  • Regularly reviews weekly CrashPlan Backup reports and follows up with staff and OVC Desktop Support as necessary to maintain up-to-date backups.
  • Regularly reports CrashPlan problems to OVC Desktop Support for assistance after first level triage with the end user.

Partners with OVC Desktop Support

  • Calmly and clearly articulates problems to the best of his/her ability.
  • Works with OVC Desktop Support in resolving issues.
  • Assists OVC Desktop Support with information and timely responses as needed.

Acquiring Computers and Printers

  • Understands the basic tenets of the IS&T Computer/Printer Renewal Program.
  • Understands how we acquire and pay for computers/printers.
  • Provides Financial Administrators with copies of Deployment Sheets.
  • As needed reviews and updates inventory.

Requesting Services from OVC Desktop Support (Request Tracker)

  • Please send all requests for assistance to compu-squad@mit.edu. You will receive a RequestTracker ticket number for the case.
  • Any correspondence related to the case should be sent as a reply to the ticket with the case number.
  • Please do not send a new email for a case that already has a ticket number assigned to it.

IT Liaison Technical Competencies:

  • IT Liaisons should have the necessary technical skills to install standard software (PC’s & Mac’s) following basic instructions provided by IS&T and/or OVC Desktop Support.
  • Able to articulate a problem or issue in a calm thoughtful manner.
  • Pro-actively attempt first-level triage (e.g. restart the printer, restart the computer, reopen an application.)

Department Contact:

  • IP Addresses
  • CrashPlan Administrators and Reporting
  • Department Administrator Account

Standard MIT-Provided Software

  • In general, all “MIT Standard Software” may be provided by OVC Desktop Support. Only on rare occasions may an IT Liaison be expected to download and install MIT Standard Software.

Administrator Rights/Passwords

  • IT Liaisons are provided with Administrator Rights/Passwords for the computers in their department.
  • The IT Liaisons are the “Gatekeepers” in their department.
  • When asked by their staff to input the Administrator’s Password in order for the user to install software, it is the IT Liaison’s responsibility to decide if it’s advisable to install such software on the machine.
  • IT Liaisons may not share the IT Liaisons Admin password with ANYONE.

Requesting Services from OVC Desktop Support (Request Tracker)

  • Please send all requests for assistance to compu-squad@mit.edu. You will receive a RequestTracker ticket number for the case.
  • Any correspondence related to the case should be sent as a reply to the ticket with the case number.
  • Please do not send a new email for a case that already has a ticket number assigned to it.

Inventory • Annual accounting of Department Equipment (Summer activity)

Annually, (generally in the Summer) we ask IT Liaisons to confirm their Computer/Printer inventory with OVC Desktop Support. ALL information should first be based on the equipment’s MIT Property Office Tag Number/Serial Number.

Deployment and Retirement of Equipment

  • Assist with scheduling their staff and OVC/DS for deployments.
  • Assist OVC/DS to ensure all retired computers are returned to OVC/DS to be wiped.
  • Retired machines may not be used to fill other departmental computing needs. They may not be used for any newly identified needs. Check with OVC/DS.

Computer/Printer Purchases

  • All OVC/DSL Administrative Computers/Printers are purchased through OVC Desktop Support.
  • OVC/DSL departments may not purchase computers, monitors or printers on their own.
  • Any/All OVC/DSL computers, monitors or printers expected to be purchased on an MIT OVC/DSL Cost Center must be vetted through OVC/DS.
  • All purchases for the administrative computing environment may only be facilitated by OVC Desktop Support.
  • Only Recommended Administrative machines are purchased for OVC/DSL Offices.
  • All OVC/DSL Administrative Computers/Printers are purchased through OVC/DS.

Non-Standard Hardware & Software

Departments are responsible for any non-standard hardware and software used in their department. This includes both replacement costs and support for:

  • Servers
  • Non-Administrative workstations (where the primary function of the computer does not rely on the OVC/DSL Standard Software Suite)
  • Mobile Devices
  • Scanners

Departments are responsible for the support of any non-standard software. This may or may not also be the function of the IT Liaison.

Non-Standard Hardware & Software Support

IT Liaisons and/or other local department representatives are responsible for coordinating support services for any non-standard systems, hardware or software as needed by their department.

Recommended IT-related Associations

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