The Service Desk is the main point of contact for IT services at the University of Maryland College Park. We provide support to the faculty, staff, students, and affiliates of the University of Maryland via self-service portal, chat, email and phone.

The mission of the Service Desk is to provide front-line support for division systems and services. This support is provided in the following manner.

• The Service Desk strives to respond to each call and each in-person visit in a timely fashion.
• The Service Desk records basic information about each caller and each problem so that calls can be logged and problems tracked to resolution.
• The Service Desk will attempt to resolve the issue during the initial call within a reasonable time frame.
  
  • Since the Service Desk strives to respond to all its customers, the time spent on each individual contact is limited.
• Certain problems may need to be researched or escalated to the next level of support in order to be resolved.
  
  • The Service Desk will assign such problems to the appropriate group or individual.

The Service Desk supports recent versions of listed operating systems and software that are compatible with services and systems unless a particular version is specified in the list.

Any software, hardware, and technology not listed below are considered to be outside the scope of the Service Desk support parameters. This does not necessarily mean other software, hardware and technology are "banned" or "not recommended." This simply signifies that the Service Desk cannot provide assistance with every technology.

Below is a list of services and systems supported by the Service Desk.

IT services and systems

Email systems

Gmail accessed through a web browser or the Gmail mobile app Gmail is the only email client supported by the service desk.

• @umd.edu.
• @terpmail.umd.edu.
  
  • TERPmail is for students.

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Hardware service and repairs

The Service Desk is a certified Apple and Dell authorized repair center. We can perform in-warranty repairs on Apple and Dell equipment and some out of warranty Apple repairs.

• Apple computer warranty repairs.
• Dell computer warranty repairs.

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Wired Internet computer connectivity

Wired Internet connectivity includes on-campus ethernet connections to network service at the University of Maryland, College Park.

• Windows 10.
• Mac OS X 10.13.
• Mac OS X 10.14.
• Mac OS X 10.15.
• Glued RedHat Linux.
• Glued Solaris.

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Wireless Internet computer connectivity

The Service Desk only supports those wireless network cards recommended by the Mobile at Maryland wireless networking project.

• Windows 10.
• Mac OS X 10.13.
• Mac OS X 10.14.
• Mac OS X 10.15.
• Apple iOS 11.
• Android 7.0.

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System access

The Service Desk will help all individuals authorized to use these systems with any problems involving access to the systems. System usage questions may be referred to specific support staff for that system or on-line documentation.

• Active Directory.
• Advise on the Web.
• ARES.
• Box.
• Campus Web Map.
• Student Feedback on Course Experiences (formerly CourseEvalUM).
• Data Warehouse.
• ELF.
• ELMS-Canvas.
• FAR/OPA.
• KFS.
• LinkedIn Learning.
• MVS (ARS, SIS, etc).
• PHR / Timesheets.
• Glue.
• TERPware.
• Testudo.
• UMD Conference Call Service.
• UMEG.
• Webex.

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Commonly-used web browsers

The Service Desk strives to support the newest versions of these web browsers as they come out. The support goal of the Service Desk is to ensure that you can access and use division services and systems with these browsers, not to fix the shortcomings of any particular web browser.

• Chrome.
• Firefox.
• Safari.
• Internet Explorer.

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Commonly-used network utility software

GlobalProtect provides access to a virtual private networking service maintained by the Networking and Telecommunication Services however is not guaranteed to work in every home or office networking environment.

• Fetch.
• Google Workspace for Education.
• OS X Terminal.
• OS X X11.
• PuTTY - SSH.
• WinSCP (SFTP).

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Supported calendaring software

The Service Desk will provide documentation on the Google Calendar using various clients for PC and Macintosh systems.

• Google Calendar.

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Supported anti-virus software

The Service Desk will provide support for installing and using these anti-virus programs. The Service Desk will also attempt to help customers remove known computer viruses, worms, and malware from their systems through the use of the anti-virus software, published removal procedures, and specialized removal tools.

• Microsoft Security Essentials.
• Microsoft Forefront.
• Avast!.

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Application installation support

The Service Desk will assist customers who are experiencing errors when trying to install or run these standard applications or any software accessed from TERPware. The Service Desk is not in a position to answer programming, development, or "how-to" questions regarding these applications. Customers may wish to consult the Help files in these applications or take training courses in order to learn how to use these programs.

• Adobe Creative Cloud Installation Support.
• Jamf.
• Google Workspace for Education (Google Docs, Google Sheets, Google Hangouts).
• Mathematica Installation Support.
• MATLAB Installation Support.
• Microsoft Office365.
• Microsoft System Center Configuration Manager (SCCM).
• SAS 9.3.
• SPSS Installation Support.
• Visio Installation Support.
• Window-Eyes Screen Reader.

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Operating system support

The Service Desk strives to support the newest versions of these operating systems. The support goal of the Service Desk is to ensure you can use the system normally and to provide basic troubleshooting for usage errors and virus/spyware infection detection and removal.

• Microsoft Windows 10.
• Apple Mac OS X 10.13.
• Apple Mac OS X 10.14.
• Apple Mac OS X 10.15.
• Glued RedHat Linux.
• Glued Solaris.

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