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Technology Operations

Computer-related capital equipment

Mac support policy

Criteria | Policy

For staff approved for a Mac, the LTE will provide a brief initial introduction, covering the basics:

  • Basic orientation to the OS and the desktop
  • Folder management
  • Email essentials
  • TechTime
  • Connecting to the R drive
  • VPN, Remote Desktop, and VMware Fusion

The LTE is responsible for installing, configuring, and troubleshooting the following as required:

  • Basic hardware support
  • Apple Mail
  • MIT web certificates
  • Safari and/or Firefox
  • Microsoft Office (Word, Excel, PowerPoint)
  • TechTime (web and/or client)
  • VirusScan
  • Fetch
  • VPN
  • Acrobat Reader
  • Acrobat Pro (license required)
  • Dreamweaver (license required)
  • VMware Fusion
  • R: drive connection
  • SAPgui
  • Desktop and/or unit printer

LTCs are responsible for posting the procedure for updating a Windows password on a publicly accessible web site or wiki, and for keeping this procedure current.

The staff person issued the Mac is responsible for the following, with help from IS&T’s Computing Help Desk if required:

  • Attending a Quickstart class, if appropriate
  • Keeping their Windows login updated
  • Setting up and managing their personal computing environment
  • Configuring the ALEPH staff client
  • Synching a PDA or SmartPhone
  • Developing Mac-specific skills
  • Installing and supporting specialized applications, or applications not on the supported list above

In the event a problem arises that is not included in the “supported” list:

  • The LTE will spend up to 15 minutes
  • If the problem cannot be resolved in 15 minutes, the staff member may seek support from online lists, or from the Computing Help Desk. The person’s home department will be responsible for any charges.

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    Page last modified by ninadm September 23, 2008