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Technical Assistance Policy

For technical assistance, please enter a Hotline or call the IT Help Center at (843) 953-HELP.

ITS technical support for hardware or software problems is limited to Citadel-owned computers (faculty and staff office computers) or Dell computers purchased by cadets living in the barracks at The Citadel.

For cadets who bring a PC other than Dell, ITS will supply you with a network connection plus limited diagnostic and software support. You must abide by the technical assistance policy you purchased with the PC vendor to acquire full hardware support services if it breaks. ITS may provide some additional services for non-Dell branded PCs at the discretion and time of the operating technician.

A technician cannot reinstall Microsoft Windows or any application software without appropriate license information. Some software applications may require specific installation codes and original program files on DVD-ROM to be reinstalled.

Cadets may use desktop printers; however, ITS does not support desktop printers or troubleshoot problems with these printers. Network printing is available in each barracks and cadets are responsible for using this equipment properly to ensure it is not abused.

Students, faculty, and staff are expected to be responsible for the security of the computer, accounts, and software they utilize.

It is the responsibility of all students, faculty, and staff to be aware of The Citadel's Computing Policy and rules regarding use of the Citadel's network, public resources, email, or other systems, and use of unlicensed software.

Remote Support Policy:

Before requesting support a user should anticipate that ITS may connect to their computer via a remote session using remote diagnostic and repair tools. It is the responsibility of all Citadel faculty and staff to review and comprehend The Citadel's IT Remote Support Policy:

"PLEASE CLOSE ANY PERSONAL OR CONFIDENTIAL INFORMATION ON YOUR SCREEN, AS THE TECHNICIAN WILL BE VIEWING YOUR DESKTOP.

By clicking "Accept", you agree to comply with the remote assistance policy.

You have requested the assistance of an ITS technician through a remote connection to your computer. The ability for a technician to remotely access your computer significantly enhances the ability to resolve your technical problem quickly. You understand that by requesting such assistance, you will be providing ITS support personnel with access to and control of your computer. In addition, you may be providing ITS support personnel with access to files that reside on your computer. Remote access services are provided at your sole risk."