The Health Sciences Center uses a standards-based computing support model to meet the IT needs of all faculty and staff. This requires that standard hardware and software be used at all time in order to be eligible for support services.
Having standard-based support allows Technology Support to maintain a “turn-key” operation that quickly and efficiently resolves all workstation related issues. Technicians certified on the standard workstations can easily resolve common problems, obtain warranty parts overnight, and effectively keep you working with minimal down time.
Non-standard workstations will receive reduced or no support depending on the workstation.
HSC Technology Support has maintained support standards in an effort to provide efficient and effective computer support services for the Health Sciences Center as well as promote a support model which reduces the total cost of ownership for the institution. In order to successfully accomplish these efforts, Technology Support in conjunction with the Knowledge Management Information Technologies Operations Council reviews and adjusts support standards on a regular basis.
Beginning June 1, 2016, HSC Technology Support will modify their support standards to ensure desktop and laptops receive the most efficient level of support and longevity of usage. Support is limited to standard Dell devices that will run the Windows 10 Operating system or Apple devices purchased within the last 5 years running OS X. Dell desktops from the Optiplex series 790 or newer Optiplex models and the Dell E-Series (Fully Featured only) Latitude laptops that do not end in 00 or 10 (4300, 4310, 6400, 6410,etc.) will receive full support including warranty hardware repair, standard software installation, and imaging.
All devices older than the current standard, non-Dell branded devices, or a non-Windows operating system other than the Apple, will receive limited support on a device-by-device basis.
Apple devices will continue to receive software installation and troubleshooting, networking, and printing support from HSC and hardware support from UNM IT utilizing the hardware support services already in place. Please see the Apple Support Standard below.
Quotes for standard desktops and laptops can be found at Quotes for Standard Devices.
Full Support Services
- Computer Imaging (Load Set)
- Configure Operating System
- Install and Troubleshoot Standard Applications
- Assure email access via Outlook or Outlook Web Access
- Configure Local or Network Printing
- Network Connectivity
Limited Support Services
- Assure email access via the Outlook Client or Outlook Web Access
- Configure Local or Network Printing
- Network Connectivity
Apple Desktop/Laptop Support
General Minimum Requirements:
- OS X v10.6.8 or newer
- 2 Gb memory
- 8 GB available hard drive space
Supported Models: (From year 2010 or newer)
- MacBook Pro
- MacBook Air
- Mac mini
- Mac Pro
In an effort to manage the total cost of ownership (TCO) of printers at the Health Sciences Center (HSC), the purpose of this standard is to reduce the cost associated with managing, maintaining, and supporting a wide variety of printers at the HSC. This standard applies to only the basic printing environment at the HSC and does not apply to large copier/fax/scan devices or multifunction devices.
The standard has been developed to provide guidelines for the appropriate purchasing and use of printers at the HSC. The standard addresses HIPAA compliance and ensures printing from the Cerner electronic medical record system. This standard also provides for the most cost efficient, ease of use, management, and maintenance of printers.
- Printers that are purchased for use at the Health Sciences Center should be Work-Group (Multi-User) printers and not stand-alone desktop printers.
- All printers should have an internal network adapter to connect to the HSC network and use direct IP printing so the printer will be able to print from Cerner.
- Printers and their associated drivers must be able to emulate the HP LaserJet 4 or HP LaserJet 5 and be connected to the network to print from Cerner.
- Printers should use laser technology and not inkjet technology to reduce the amount of money spent on consumable supplies.
- Whenever possible, purchase printer models that share cartridges (ie. Dell 5210 and Dell 5310) so the number of additional cartridges in inventory can be reduced.
- Whenever possible, purchase printers with duplex units so two sided printing can be used to save paper.
- Printers should be purchased with at least a three year warranty in which repairs can be made to the device during its useful life span since there is no HSC printer repair support available.
Quotes for standard printers can be found at Quotes for Standard Devices.
Specific circumstances will exist in which this standard may not apply. Devices that have internal hard drives, multifunction devices that scan, fax, and email, and large scale devices (ie. Xerox, Canon, Ricoh) are exceptions to this standard but are still subject to HIPAA regulations. Other examples of this type of exception include: printing sensitive information, employee accommodations, or an absence of network connections.
The HSC provides limited file server storage for redundant backups of work-related data on individual machines. However, the ultimate responsibility for backing up and archiving data belongs to the data owner. Technology Support staff are not allowed to transfer or be responsible for any user data. The Technology Support staff will provide guidance and conform to industry best practices for data retention.
The HSC provides network storage for employees, H: drive for UNMH users, and H: and an N: or O: drives for all other HSC users. Network storage is regularly backed up and is easily accessible, privileged and shared. Network storage includes shared file space for individual departments/units and “Home” directories for individual users. Employees are encouraged to store work product in the appropriate location.