Service Summary

Desktop Support offers consultation, configuration, installation, relocation, and full-service, technical desktop support and repair services to faculty and staff for all university supported hardware and software; best-effort level support is provided for unsupported hardware and software with no guarantee of a successful outcome. Each campus has its own Desktop Support team.

Desktop Support's primary focus is to assist faculty and staff; however, students are also supported when Resident Technician (ResTech) support is unavailable or the ResTech requires assistance.

Note: Hardware and software not purchased with university funds or grants are considered unsupported.

If you have a Desktop Support service request not listed on this page or a question, please contact the ITS Support Center.

Charges

A small charge may be incurred for installations and upgrades due to damage. If charges are required, approval must be made prior to work being performed. Please review the Technology Support Services (TSS) Chargeback Policy for details.

Chargeback Pre-Approval Authorization

authorize chargeback pre-approval

Authorize Chargeback Pre-Approval


ITS now allows for pre-approval of faculty and staff to receive services. This will require approval from their Manager, Supervisor, or Dean prior to going into effect. ITS will update the employee record of the requested person to show that they are pre-approved for certain types of requests such as Desktop Support Services.

To add a person to the pre-approved list, submit a Chargeback Pre-Approval Authorization. To remove a person from the pre-approved list, a second request must be entered requesting removal from the pre-approved list.

Service Offerings

The following service offerings are available on request. For services not listed, please contact the ITS Support Center.

Desktop Support technicians are available Monday through Friday:

  • Fairfax Campus: 8:30 a.m.–5 p.m.
  • Science and Technology & Arlington Campuses: 8:30 a.m.–6:30 p.m.
  • Mason at Loudon & Center for Innovative Technology (CIT): 8 a.m.–8 p.m.

To submit a request, contact your department's Telecom Coordinator (if unsure, contact your office manager or Telecom Administration).

Desktop Consultation

Desktop Support offers pre-purchase assistance for computers and hardware to ensure that they will work on the Mason network and will not be a security risk.

Hardware

Computer hardware installation and upgrade requests are available through ITS Desktop Support. All computer hardware installation and upgrade requests must be submitted by the department’s Telecom Coordinator. Desktop Support will install, set up, relocate, and configure hardware, such as computers, printers, and scanners.

IMPORTANT: ITS highly recommends that users discuss their technology needs with a Desktop Support technician or the Technology Support Services Logistics Manager prior to making any purchases.

Microsoft Defender Advanced Threat Protection (Windows Security)

Microsoft Defender Advanced Threat Protection (ATP) antivirus software is available for all Mason-owned Windows and Mac devices managed in MESA or Jamf. Only devices managed can receive the antivirus software. See the Additional Information tab for features.

Repair

Desktop Support and Advanced Desktop Support will diagnose and repair in and out-of-warranty computers and hardware. Best effort support is provided for unsupported hardware.

Software

Mason faculty and staff can request installation of software on university-owned equipment through the ITS Support Center. All software license agreements must be adhered to for installation.

Unsupported Software

If a user requests installation of unsupported software or a program that is not part of Mason's software library, they must provide both the software media (e.g., CD, DVD, etc.) and the license key (e.g., CD-Key, product activation code, etc.) to the technician prior to installation. Desktop Support will install, remove, and help configure supported software. Best effort support is provided for unsupported software.