Engineering Enterprise Desktop Support Services
Engineering Computer Services (ECS) has a new name —Engineering Enterprise Desktop Support (EDS)— and is now integrated with UMass Amherst Information Technology (IT),
The EDS main office is located in Marcus Hall 100. The office is typically open Monday – Friday, 7:00am – 3:00pm. The office is closed on holidays or when the university is closed. Also, the office may be closed due to staffing constraints.
If you need help with any EDS services, please submit a entdtsupport [at] umass [dot] edu (help request).
EDS provides the following services to current faculty, students, and staff of the College of Engineering. Visit the Services provided by EDS page to learn more.
- Wired and wireless internet and LAN connectivity
- Desktop support
- Computer labs
- Software on lab computers
The following services are provided through IT (complete list here):
- Wireless network access (including VPN)
- Software licensing
- Web hosting
- Instructional technologies and classroom technologies
The EDS Acceptable Use Policy of Electronic Resources outlines both college and university policies, as well as local, state, and federal laws and regulations.
What happens after my ticket has been entered?
You can report problems at any time. These requests will be processed as early as possible. For a typical trouble ticket, you can expect the following steps to take place:
- Once the ticket is in the system, it is assigned to the appropriate person(s) in EDS that have the right technical expertise to help you.
- A staff member will read your ticket, respond to you (assuming contact information was provided), and possibly ask for additional information.
- The staff member will work on resolving your issue. Please note that tickets within the area of responsibility of a staff member are addressed in order. Thus, the staff member may not be able to address your problem right away because other tickets that were reported earlier are waiting to be resolved
For urgent matters (e.g., outages that affect a large number of users), the order of ticket processing may be changed. Requests for help with services not provided by EDS (e.g., IT accounts) may be redirected to the appropriate organization.
- Dan Lawlor, Hardware Specialist: equipment failure; network installations; desktop support
- Keith Bombach, Desktop Support: Windows OS; configuring equipment; labs
- Stephen Cumberbatch, System Administrator; Unix and Windows server support