TCIT Service Desk Support | Policies

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TCIT Service Desk Support

Policy governing scope of Teachers College Service Desk support.

Owner: Information Technology


The purpose of this policy is to properly use the resources available across the College for technology support, including hardware and software.



This policy applies to all students, staff, faculty members, officers, employees, and affiliates of Teachers College, Columbia University, including extended learning sites, guests, tenants, visitors, contractors, consultants, vendors, individuals authorized by affiliated institutions and organizations, and all others granted use of and/or access to Teachers College, Columbia University technology resources and data.



The Service Desk team will support:

  1. All current Faculty and Staff with TC email, TC owned/licensed software and standard hardware as detailed in the College Procurement Policy and Computer Lifecycle Policy, Campus wired and wireless network connectivity, and Campus printing.
  2. All new faculty and staff with onboarding procedures.
  3. Alumni and Faculty Emeritus with TC email and password reset. The Service Desk will not migrate email to a non-TC  account.
  4. Students with the installation of software offered in the TCIT Service Catalog:
  5. Computer Labs, which are for Students and Alumni. The Service Desk lab assistants are available to help with printing, software, and lab computers.


The Service Desk will not support:

  1. Non-TC-tagged machines.
  2. Non-TC-licensed software.
  3. Computers purchased by Grants or departments that are deployed to off-campus locations for non-TC personal use. TC-owned licensed software will not be installed on these machines.
  4. Machines no longer supported by the manufacturer.
  5. Machines that have unsupported operating systems (OS) and cannot be upgraded to a supported OS.
  6. Software that is no longer supported by the vendor.
  7. The Service Desk will not visit TC Housing or off-campus locations.
  8. Any previously owned TC hardware that has transitioned to alumni, emeritus, or retirees, will not be supported.  All TC licensed software must be removed from personal equipment.


Responsible Office: Teachers College Information Technology 

Effective Date: october 1, 2020

Last Update: july 13, 2020


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