Call Center
AgIT provides complete computer support to our clients by providing telephone support Monday – Friday from 8:00 am – 5:00 p.m. This assures a timely response to your technology needs.
In addition to the toll-free user support hotline, College of Agriculture staff can submit an email to agithelp@purdue.edu to enter help requests into the Call Center Incident Ticket database. The end user enters a brief description of the problem in the subject line and more information in the body of the email. Upon submission of the ticket the end-user receives an automated email message containing the work order number of their submitted problem. Call Center staff, based on the information given on the form, will research the solution and contact the user.
Ninety-eight percent (98%) of our support effort is done over the phone and/or through remote connections. This is made possible by full time connectivity and the remote control software installed on each PC. Win VNC allows the support staff to access the user’s computer remotely, not only being able to see what the user sees but also being able to demonstrate menu commands and illustrate various functions of the particular applications. This enables support staff to identify and resolve many user problems very quickly, dramatically increasing customer satisfaction.
Desktop Procurement (Leasing Program)
The lease program is designed to provide the highest computing power and reliability at least costs. Additionally, it was intended to provide a flat, annual fee that would enable county CES offices and Governments to plan accurately for computing expenditures. It essentially funnels the entire burden of identifying needs, planning for upgrades, tracking software licenses, and a host of other concerns, to a single task that occurs every 3 or 4 years, based upon type of equipment.
The annual fee includes price computer (with higher education discount) shipping costs and software licensing charges. Full technical support and software upgrades provided by Agriculture Information Technology (AgIT).
Desktop IP Video Conferencing Support
Video has become a critical tool for communicating in conference settings or ‘point-to-point’ for Purdue Extension. AgIT provides the following services specific to IP Video conferencing.
- Identify supported device models
- Install / setup of supported devices
- Troubleshoot connectivity problems
- Support and use of video bridging services, including Gatekeeper
E-mail Distribution Lists
AgIT creates e-mail distribution lists using the “Mailman” list services managed by ITaP. Once created, membership to most all lists are managed by the departmental owners (i.e. area lists are managed by respective District offices)
Microsoft Communicator – Client support
With SIP integration, a ‘point-to-point’ video conference tool can be deployed. A quick invite to another Purdue staff member using Communicator and a click on the camera button will allow individuals to interact with each other. Additional features, such as document sharing makes this application a useful collaboration tool. No scheduling is needed
Printers
Printers are an integral part of completing base office functions. Therefore, AgIT offers the following services specific to printers:
Printer Procurement and Support – AgIT provides fully supported, standard leased printers in both B&W and Color models.
Printer In-Warranty Repairs - AgIT covers the warranty necessary for standard leased printers for year two through end of lease period.
Printer Consulting – For offices bypassing the printer lease option, AgIT will review printer specifications to determine if 1) the printer is still available, 2) will connect to the Purdue network, and 3) review features (e.g., duplication). This will assist offices in making informed decisions.
Training Resources & Presentations
The realities of finite resources and because training on most computing subjects is readily available from a myriad of providers, it isn’t practical for AgIT to duplicate common IT training services. Therefore, training resources (i.e., FAQ’s, User Guides, and knowledge bases) focus on topics Ag specific topics and cannot be obtained elsewhere is provided via the AgIT website. A number of training presentations are provided for county Technical Coordinators, conferences and when new information and/or equipment becomes available. Again, these presentations are focused on topics that are specific to AgIT users (i.e., Electronic Communication, Security, equipment installations, etc.)
Technical Documentation
AgIT has expanded their technical documentation for services provided by AgIT. These include documents (i.e., Policies, procedures, FAQ’s, etc.) for AgIT’s user and partners/collaborators