Things to Know: IT Edition

If you are staff and looking to request local admin rights, please fill out this form.

A support ticket is required to be submitted before support work can take place.  AV and IT support tech will prioritize work on submitted support requests.  Not submitting a support request can cause significant support delays.

All equipment that needs support in a work-from-home location will need to be taken to a designated-on campus service location.  Support techs cannot enter personal homes for any reason.

All IT and AV equipment is the property of the Yale.  The department is responsible for all theft and damage to their equipment.   Disposal of retired equipment is subject to Yale University policy.  

Support techs can copy, backup, and recommend/configure university vetted solutions for storing data.  They do not manage, move, modify, or delete data.  Support techs cannot certify, or verify that hardware, software, cloud solutions, or data transfer technologies meet or are appropriate for any security requirements, certifications, or regulations.  For assistance and guidance with this, please visit this site or reach out to Yale’s Information Security team at: security@yale.edu .

Unless otherwise stated in your departmental support agreement, standard business hours for IT support are, Monday - Friday, 8:30 -5 excluding Yale University recognized staff holidays.  Any work outside of standard hours requires prior arrangement with an IT or AV manager.  A department might be required to cover AV support tech overtime charges for work outside of the stated support service hours.

By policy, IT support techs are not allowed to move equipment.  This needs to be done by Yale’s Transport, Receiving, and Storage (TRS) or an outside contractor.  IT support techs will be required to disconnect and reconnect equipment. This is done by submitting a support request.  The department is required to coordinate and manage these services.   

To reach us directly, you can send an email to faculty.support@yale.edu and this will automatically generate a ticket for one of our team to review. If you have AV needs, please see the Things to Know: AV Edition page.

As a member of the faculty, you’ll receive a computer for your teaching needs, with up to $2000 of the purchase covered by ITS. If you require a computer that costs more, the additional amount must be covered by providing a COA.

To keep you equipped with the latest technology, we will replace your computer every four years, ensuring you’re always using a current model under warranty.

Need accessories like monitors, docking stations, keyboards, or mice? Just let your Business Operations Manager know, and they will order them and have them shipped directly to your office.

Our priority is to provide you with a secure and effective computer that suits your needs and helps you carry out your vital work. We’re committed to keeping your information resources safe and accessible by maintaining Minimum Security Standards (MSS). To achieve this goal and to make sure you have the perfect computer tailored to your needs, our managed workstations come fully equipped with everything your department requires. Anything else you may need can be provided by letting let us know.

As a faculty member, you are automatically granted local admin rights on your workstation. However, if you would like to self-manage your machine, you will assume the role and responsibilities as the systems administrator for you computer as specified in Yale Policy 1607 Information Technology Appropriate Use Policy. Please let your support tech know this is something you require when you place your computer order as additional steps are required.