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Computer Software Support

This service encompasses computer software support for office, virtual, and remote office/productivity computing.


NDSU IT supports the office/productivity software computing needs of faculty, researchers, and staff.  The service is based on providing common good applications and support on NDSU supported hardware.

Support provided through this service includes:

  • Assistance through a variety of break/fix, troubleshooting, training and consultation options
  • Operating system installation, feature updates, patching, tuning and deprecation
  • Antivirus monitoring and virus remediation - holistic security throughout the IT environment working together
  • System authentication, identity management and mass storage configuration
  • NDSU common good software installation, patching, upgrades and deprecation.  Includes packages offered university-wide for departmental purchase

Desktop Support assists the entire campus in the following ways:

Help, consultation, training

IT Help Desk

Intended Audience

  • Faculty
  • Staff

Using this solution


24/7/365 [*Standard outages]


Common good software is university funded; no charge. Standard equipment is purchased by the department.


Getting Started

Getting started typically begins with purchasing a supported computer model at the NDSU bookstore and choosing a computing tier. An online form exists to start this process.
The following computing tiers are available. Your department head should consult with IT Security to determine what the best fit for the work you perform is.
Tier Description
Sensitive Data Computing A Windows environment for enhanced security.  Computers in this tier are protected against viruses, malware, and disclosure of data. Best uses - computers that are used with sensitive data, such as personally identifiable information or engage in trusted activities such as running payroll. This is a highly prescribed and locked down environment with limited user customization, applications, peripherals, etc.  Poor uses - computers that need an open configuration for flexibility or administrative access. Departments that utilizing Macs.
Mainstream Computing This is the typical faculty and staff environment  Best uses - general use computers.  Poor uses - computers that are used with sensitive data, such as personally identifiable information or engage in trusted activities such as running payroll.
Departmentally Supported These computers are supported by IT. Typically offered through the College of Engineering, Agriculture, and a few other areas on campus. Contact your departmental IT professional for details.  Department assumes full responsibility for adherence to policies and procedures and actively updating them for security.  Best uses - a department with unique software and hardware requirements and with specialized IT staff capable of fully administering computers.  Poor uses - departments without dedicated IT staff or which can take advantage of one of the IT tiers.
Unsupported Software on computer hardware which is is not supported by IT.   IT does not support these devices.  All NDSU and University System policies for electronic devices must still be followed by the user/department. This should only be chosen in rare circumstances. The user assumes full responsibility for adherence to relevant policies and procedures.


Question - I have a supported computer that is now over six years old or a laptop/tablet.  They seem to be running OK but what happens if there is a problem with their software, they start to run slow, I need a newer version of software installed, etc?
Answer - If IT can still technically support the computer by re-imaging it using its enterprise tools, it will often do this one time past the life of the hardware.  Note that all existing software will be erased along with any files that were saved on the hard drive.  The specialist will not be able to assist in moving any software or files on or off the system and they will ask for the contact information of the supervisor in the area so that a member of IT can reach out and encourage its replacement as quickly as possible.  Please also note that in many cases old systems cannot be re-imaged, the re-imaging process may cause unforeseen complications or even a situation where the software is irreparably corrupted, etc.  In these situations IT will not be able to provide remediation.  In essence, if there is a problem with software on an unsupported computer, the department is responsible for remediation.
Question - If a department has a computer no longer supported by IT, can the Bookstore support it at a cost to the department?
Answer - The bookstore provides limited support (parts ordering/replacement, data backup OS installs) for a cost. 
Question - How does a department go about changing management of their supported computer from IT to self-managed?
Answer - It is highly recommended that NDSU office computers be manage by IT to keep them up-to-date and secure.  In rare cases where a department needs to manage a system themselves, please but a ticket to let IT know you plan to do this and when so they can remove the computer from their various enterprise tools.  The department software contact would then work with IT Software Licensing to obtain copies of any software the department plans to install on the computer, including re-installing the Operating System.  If the computer is currently in the Sensitive Data Computer tier, the change to self-managed needs to be approved by IT Security.  Please note once a computer is self-managed the department is fully responsible for its maintenance, security and being kept up-to-date  Failure to do so could have dire consequences including a loss of private information, harvested credentials, expensive notification procedures, etc.

Keywordsservice, desktop support, computers, applications, operating system, operating systems   Doc ID102547
OwnerChad C.GroupIT Knowledge Base
Created2020-05-27 10:27:23Updated2024-04-12 10:04:41
SitesIT Knowledge Base
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