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C&IT Computing & Information Technology

Desktop management

C&IT provides desktop support for academic and administrative staff, school and college classrooms, and select general-purpose classrooms (including special events). All requests are addressed on a first-come, first-served basis. For support, submit a service request via the Wayne State service portal or contact your local tech directly.

  • Customer-focused services and initiatives

    Help Desk: Tier-one support to all students, faculty and staff for all enterprise IT systems and services. Telephone, email and walk-in support as well as personal computer repairs and network configurations.

    Classroom and A/V: Proactive lab usage and availability monitoring; multiple security settings for computer labs and computer kiosks. Local tier-two supports all enterprise as well as school, college and division applications and computer-based issues (typically one technician per 300 computers).

    Research: Special hardware consultation, advanced security for research data, technical documentation for grant application, and grant support. Ticketing system for submitting incidents and service management issues through a simple web form (ITSM). 

    Machine-based authentication: Computers authenticate wireless hardware based on their credentials, allowing for a faster and seamless connection to the wireless network. 

    DirectAccess: A VPN-like service that tunnels clients directly to Wayne State resources such as W: Drive and Active Directory from anywhere with an internet connection. Using DirectAccess allows Wayne State to use the same tunnel to push patches and remotely assist clients. 

  • User and computer account management services
    1. Account creation and password resets.
    2. Uses Identity Management to automatically create, provision, and deprovision AccessID accounts.
    3. Active Directory spans local and remote sites for high availability and C&IT-provided naming conventions. 
    4. C&IT manages all AD objects and resource access. Custom group policy-based configuration management on objects for unit-specific needs (like research and computer labs). 
  • Security configuration services

    Security consulting and analysis: Security evaluation and consultation of departmental server hardware, operating systems, server applications, and/or data, and client inventory and security. The analysis report includes areas of concern and means to remediate. 

    • Deployment of monthly security patches  
    • Alpha and beta test deployments are deployed the week of patch Tuesday. Mandatory deployments are deployed on the second Friday after the second Tuesday of each month. Antivirus using CrowdStrike/Windows Defender.
       

    Folder redirection: Redirects an unlimited amount, including desktop, documents, favorites, music, pictures, videos, etc. 

    AppLocker: Application-allow list prevents the execution of rogue applications from being installed and running. 

    BitLocker: Disk encryption for TPM-enabled equipment prevents Wayne State from having to report a breach in the event of hardware loss or theft, and locks hardware with an encrypted key to keep data from being attainable. Regularly scheduled operating system security and feature updates for supported operating systems. 

    Windows Firewall with advanced security and IPSec: Enabled local firewall protects from unwanted inbound communication to the local computer. 

    Screen lock timeout: Computers are set to a 20-minute idle screen lock timeout. 

    User account control: Enabled to prevent rogue execution of setting changes. 

  • Convenience-based configuration services

    Printer mapping: Printers are mapped by location and usage types using security groups. 

    Unlimited departmental drive mapping: Convenient access to your departmental data through easy-to-use mapping and folder structure. 

    User Experience Virtualization (UE-V): Templates that redirect and store specific application settings per user. By redirecting UE-V, it allows for a more seamless computer refresh for the user. 

  • Inventory management services

    Four-year computer subscription program (administrative)

    1.  For $395 per computer per year, receive a new computer every four years, including monitor, software, maintenance, and support. 
    2. Includes trickle-down support computers for school or college, also at no additional cost.
       

    Academic units  

    • Please see eligibility below. 
    • Assets are managed in the C&IT CMDB Workspace of Cherwell. 
    • Automatic asset tracking, financial forecasting, and financial reports are available, grouped by each home organization. 
  • Application services

    Operating system delivery with a custom SCCM deployment system: Ability to deploy Wayne State standard image using task sequence boot media; Automated deployment of predefined applications.

    Standard imaging, including:

    • All Microsoft 365 software, including Word, Outlook, Visio and Project
    • All enterprise system configurations 
    • Chrome, Adobe Reader, Net Framework 3.5, Java Runtime Environment (Banner), Global Protect (VPN). 
    • Ability to remotely assist managed clients with prior approval.
       

    Print services: Centralized print queues for convenient security and driver control. 

    Apple mobile device management with Jamf Pro: Manage Apple inventory with the strongest MDM on the market, configuration profiles, macOS deployment, inventory, and computer backups using Code42. 

    Chromebook management with Google's G-Suite for education: Client/kiosk configurations, application management, and inventory. 

  • Research hardware management services

    Where possible, C&IT will set up a consulting session and create test machines to see if they can balance the need for secure computing with extremely specific software applications. When older research software cannot run on newer operating systems, C&IT will isolate that computer from the network so that it is not a security risk, but so that you can continue to collect data. Typically, this is on a case-by-case basis, and in the past, C&IT has been extraordinarily successful in finding individual solutions.

Computer Refresh program

Wayne State University’s annual Computer Refresh program ensures that faculty and staff are equipped with reliable, secure and supported computing devices. As part of this program, eligible university-owned computers are replaced on a regular lifecycle to maintain performance, compatibility and security standards. Each year, users with devices scheduled for replacement are notified and allowed to review their current computer information and select an approved replacement model that best fits their work needs.

  • Minimal downtime
  • Data migration and basic setup
  • All devices include standard software and security configurations
  • To ensure there is no gap in service, users who miss the replacement selection deadline are assigned the default (as available) replacement model (requests submitted after the deadline may be delayed to a later refresh cycle)
  • Personally owned devices are not eligible for the annual refresh program
  • Current devices must be returned at the time of exchange   
  • Benefits
    1. Ensures fiscal responsibility and security through consultation with employees and purchasing from university-contracted IT suppliers.
    2. Ensures one primary computing device.
    3. Ensures Wayne State University employees are equipped with the appropriate computing technology to successfully perform research, facilitate instruction, and facilitate the success of research and instruction through a formal computer replacement program.
  • Eligibility

    The following employee classes (51%+ FTE) are covered by university funding. Personnel who meet the criteria but are supported by university affiliate groups (Wayne Health, Karmanos, etc.) are not eligible.

    1. 12 Month Academic Administrator
    2. 12 Month Academic Staff
    3. 12 Month Chair/Academic Director
    4. 12 Month Represented Faculty
    5. 12M Academic Staff-Non-exempt
    6. 517-M 9 Month Academic Administrator
    7. 9 Month Academic Staff
    8. 9 Month Chair/Academic Director
    9. 9 Month Represented Faculty
    10. 9M Deferred-Academic Staff
    11. 9M Deferred-Faculty
    12. Executive
    13. Management
    14. Management - Non-Exempt
    15. Non-rep Clerical
    16. Non-rep Professional Exempt
    17. Non-rep Professional-Non-exempt
    18. Operating Engineer
    19. P&A Exempt
    20. P&A Non-exempt
    21. Public Safety
    22. Staff Association
  • What's included

    Standard devices

    • Dell 14" Business Class Laptop: Intel processor, minimum 32 GB RAM, 512GB solid state drive, 1920 x 1080
    • Dell 16" Business Class Laptop: Intel processor, minimum 32 GB RAM, 512GB solid state drive, 1920 x 1080
    • Dell Business Class Desktop: Intel processor, minimum 32 GB RAM, 512GB solid state drive
    • Apple MacBook Air 15-inch: Apple silicon processor, 16GB RAM, 512GB solid state drive, liquid retina display
    • Apple MacBook Pro 14-inch: Apple silicon processor, 16GB RAM, 512GB solid state drive, retina display
    • Apple 24-inch iMac: Apple silicon processor, 16GB RAM, 512GB solid state, retina display

    Accessories

    • Dell

      • Laptops: Up to two 24" monitors, Dell docking station, keyboard, mouse, and all required cables
      • Desktops: Up to two 24" monitors, keyboard, mouse, and all required cables
    • Apple
      • iMacs: Wireless keyboard and mouse (wired can be ordered if needed)
      • MacBooks: One 24" monitor, a generic docking station, and all required cables

    Warranty

    • Dell

      • Desktops: 4-year warranty.
      • Laptops: 4-year warranty with accidental damage coverage.
    • Apple
      • 3-year warranty with accidental damage coverage.

    Software

    • Microsoft 365 applications, including Word, Excel, PowerPoint, Teams, etc.
    • Google Chrome web browser
    • Global Protect (campus VPN software)
    • Adobe Acrobat Reader
    • Apple products include Code 42 for backup and disaster recovery
  • Process and timline
    1. Notification (February): Users receive an email indicating that their Wayne State computer is scheduled for replacement as part of the annual refresh cycle. The notification includes details about the current computer (asset tag, model, and type) and the default or selected replacement model.
    2. Customer review and selection (February): If the listed replacement model meets the user’s needs, no action is required. If the user wants to select a different eligible model or if no replacement is listed, they must log in to the C&IT Customer Portal. 
    3. Ordering and preparation (March): Once selections are finalized, C&IT places orders for the replacement devices and prepares them for deployment.
    4. Replacement and transition (March until complete): C&IT will contact users when replacements are ready to coordinate scheduling, data transfer, set-up and configuration, and return and/or disposal of the previous device.     

FAQ