Departmental tech support

Last updated on January 29, 2025

This IT service provides high-quality technology support for the entire end user computer environment using a transparent and predictable pricing model called the node rate. A comprehensive list of supported items included with the core node rate includes:

• Dedicated help desk
• Workstation management
• Managed security
• Workstation lifecycle management
• Equipment purchasing
• User account management / new user onboarding
• Network and firewall administration
• Printing
• Computer loan program
• Facilitating business outcomes
• Quarterly metrics reporting

There are also services that fall under an optional node rate. The services provided with the optional node rate include:

• Hybrid meeting rooms
• Visix Digital Signage
• Tablet and mobile device management
• “Line-of-business” application hosting

Benefits

• Get access to DoIT IT experts with expertise in multiple technology disciplines who are available when you need them.
• We are there to not only resolve problems, but to think strategically about how technology can help employees do their jobs.
• Contact a Help Desk that is dedicated and unique to this support. Support via phone, email or chat is available from 7am to 6pm Mon-Fri with after hours support available 24/7 for urgent requests: go.wisc.edu/dtscontact
• A dedicated support portal for requests: go.wisc.edu/dtsportal
• Offload compliance responsibilities for policies such as asset reporting and endpoint management to us. The Departmental Technical Support team will handle this for you and ensure that your department is in compliance.
• Redirect your staff time to focus on valuable business functions specific to your department instead of providing technical support and routine IT system administration functions.
• Receive quarterly updates showing a snapshot of support requests by type, hardware replacement recommendations and financials.
• Reduce your cyber risk through adherence to IT policies and best practices. DoIT technicians have the experience and expertise to secure your systems and protect your data.

Requirements

• Terms and requirements are outlined in a Memorandum of Understanding (MOU) agreed upon by both parties. Supported departments provide DoIT with a funding string that is billed monthly for the service.

Getting started

New customer consultation

Options

• Fully managed desktops, laptops, networks, computer lifecycles, policy compliance activities, and security tools using an annual MOU which is billed at a consistent rate on a monthly basis.
• Optional node rates are available for mobile/tablet devices, hybrid meeting rooms and Visix digital signage support.
• Need new equipment? Review the DoIT Departmental Tech Support - IT Equipment Information KB which will assist in selecting from available hardware for purchase.

Pricing

Pricing is based on the number of active nodes and the services chosen. To learn more, visit the Node Rate FAQ KB page.
The annual node rate is determined by a quarterly count of nodes active in your department. A core node is a desktop or laptop. Optional nodes include mobile/tablet devices, hybrid meeting rooms and Visix digital signage.

Updates

Service category

• Endpoint computing