Regional Director Office FAQ

Have a question not listed here? Ask us at eit@iastate.edu.

1.  Will my access to the Internet change?
2.  Can my office still call the EIT Support Hotline with computer questions?
3.  Can I still purchase computers through the university?
4.  Will EIT set up my newly purchased computers?
5.  What should my expectations be for desktop support (support for the computer on my desk)?
6.  What should my expectations be for my local area network (the connections within my office from computer to printer to copier, etc.)?
7.  What should my expectations be for my office's connection to the Internet (wide area network)?
8.  What if I need to send a computer in for repair?
9.  What about office visits?
10. Who pays for and supports the equipment that connects the wide area network in my office?
11. Can I expect changes to the amount you charge for specific services in the future?
12. Do I need to have Virtual Private Network capability for my office?

1. Will my access to the Internet change?

No. If you are housed in an office that also includes a Regional Extension Education Director, you will continue to have a T1 network connection provided and paid for by central ISU Extension. This means that your network access and capabilities (email, web pages, speed, reliability, shared drive, printers) will be unchanged from what they are currently (Spring, 2009).

2. Can my office still call the EIT Support Hotline with computer questions?

Yes. The EIT Computer Support Hotline (515-294-1725) will continue to answer Extension staff’s computer and network questions via telephone support and remote access to your computer. This includes troubleshooting hardware and software issues, handling malware questions, etc.

3. Can I still purchase computers through the university?

Yes. County offices will still be able to purchase computers through university purchasing agreements using county funds. We will continue to publish updated configurations for purchasing computers. You can use these configurations to purchase new computers through university channels just as you do now. The configurations are designed to provide enterprise-class machines that will last 4 to 5 years in an office environment.

4. Will EIT set up my newly purchased computers?

Yes. The optional setup service will continue at the current rate of $100.00. As is currently the case, you may choose to have a newly purchased computer shipped directly to you or have it sent to EIT for setup and then shipped to you or picked up. As with all fees, we may reevaluate this amount in the future to stay aligned with structural changes and to continue to provide effective and efficient IT services.

If you choose to purchase computers outside the university purchase agreements we may or may not be able to perform setup for you. These will need to be evaluated on a case by case (vendor by vendor) basis. We strongly recommend purchasing computers that offer 4-year warranties and are considered enterprise class computers for networking.

5. What should my expectations be for desktop support (support for my computer on my desk)?

Your expectations should not change. We will continue to provide first line support through the EIT Computer Support Hotline with current tools and capabilities. These include EIT staff, remote access to your computer, automatic updates, automatically updated anti-virus software and group policies.

6. What should my expectations be for my local area network (the connections within my office from computer to printer to copier, etc)?

Your expectations should not change. Because you are still connected to ISU and the Internet through a T1 network connection, your local area network will likewise be unchanged. If you have problems with networked printers, hooking up a new printer or connecting to the Internet from your computer, you can call the EIT Computer Support Hotline for support.

7. What should my expectations be for my office’s connection to the Internet (wide area network)?

Your expectations should not change. Your connection to the Internet will not change. When you have problems, call EIT. If the problem is a network outage (your computers in your office are working but you are not connecting to the Internet or back to campus), we will follow up on restoring your service.

8. What if I need to send a computer in for repair?

Issues that can’t be resolved via the EIT Support Hotline can continue to be sent to the EIT offices for repair at the same $100.00 fee. This includes both software and hardware issues. As with all fees, we may reevaluate this amount in the future to stay aligned with structural changes and to continue to provide effective and efficient IT services.

9. What about offices visits?

Emergency network outages (when equipment must be replaced) are part of the support we provide for your wide area network (Internet connection). Office visits for consultation or office moves will be charged according to our current documented charges.

10. Who pays for and supports the equipment that connects the wide area network to the computers in my office?

ISU Extension will pay for and support the equipment that connects the computers in your office to the Internet.

11. Can I expect changes to the amount you charge for specific services in the future?

Yes. Although no changes are currently planned (May, 2009), we continue to evaluate the services we provide and the fees for those services. If service or fee changes allow us to provide better service, reduce the number of problems or resolve problems more quickly, we will make appropriate changes.

12. Do I need to have Virtual Private Network capability for my office?

No. Because you will continue to be linked to campus and the Internet via T1 connection, you will not need a Virtual Private Network connection to continue your access to email, shared drives, networked printers, or for EIT support to be able to remote into your computer to troubleshoot and repair problems.