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On-Site Support refers to when a full-time Information Technology (IT) staff member such as a Client Computing (CC) Personal Computer Specialist or Technician visits an office or classroom to initiate a repair to a university-provided desktop computer, printer, scanner, projector or ethernet port.
Note: University-provided hardware and software refers to hardware and software purchased and provided by the IT department and does not include individual departmental hardware and software.
The CC Personal Computer Specialists and Technicians provide on-site support free of charge to faculty and staff for their university-owned desktop computer, printer, scanner or projector and connectivity to the Northwest network via university-owned cables, etc., within university offices and classrooms. Software support, however, is typically restricted to standardized university software.
On-site support for non-university provided desktop computers within faculty or staff offices is limited to configuration support only. A nominal fee will be charged for this service.
All university-provided notebook or tablet computers are not subject to on-site support and must be taken to the Jon T. Rickman Electronic Campus Support Center (ECSC) for In-Person Support.
Support and/or repair for university-provided notebook or tablet computers is free of charge, except in cases of gross negligence.
Note: The ECSC provides only software configuration support for non-university notebook or tablet computers, not hardware repair or software installation. A nominal fee will be charged for the configuration service.
Software support for university-provided notebook computers will result in the formatting of the hard disk and the reloading of the standard software configuration.
Since Northwest owns the university-provided notebook computer and its software, the ECSC staff reserve the right to format and reload the hard disk of a university provided notebook computer without the user's permission. Consequently, it is important that a user keep a backup of important personal files on an alternate storage device like a USB Flash/Jump drive or CD.
If you are experiencing problems with your university-provided desktop computer or network connection, or if you wish to have your non-university provided desktop computer or printer configured to the Northwest network contact the Information Technology (IT) Help Desk at 660-562-1634.