Managed Devices

Managed Computing is an IMSS Help Desk subscription service designed for individual Caltech faculty and staff using IMSS-standard, approved hardware (see below). The service provides end-to-end support for a desktop, laptop, or mobile device that meets IMSS hardware standards, including initial setup, security configuration, operating system and software updates, and ongoing technical support. Managed Computing is intended for everyday academic and administrative work and delivers a consistent, secure, and fully supported computing experience. This service is optimized for individual use and standard workflows, and it is not intended for specialized research systems, lab environments, or devices that require custom configurations or direct connections to specialized equipment. If you need specialized configurations or equipment integration, please contact the CaltechStore and they will assist you with the purchase of a device.

Managed Computing Service includes the following:

• Hardware replacement support.
• Automated management including security updates, patch management and software installations.
• Managed computers can be remotely accessed by our Help Desk technicians (end-user approval required) to provide timely support. This is our first means of support as most issues may be resolved remotely.
• In cases where in-person support is needed, one of our Help Desk technicians will be available on site.

• Desktop Support - Normal hours of support are M-F, 8AM-5PM, except campus holidays. Off-hours support is provided on a best efforts basis.
• New Computer Purchases- We purchase, deploy and configure new computers requested by customers with all necessary work-related software.
• Automated System Deployment & Patch Management - We use a standard OS image based on the latest Windows Enterprise Edition 64-bit. We also deploy necessary patches/updates, usually on biweekly basis.
• Software Installations - We manage administrative software (e.g., Outlook, MS Office, Chrome) installations, configurations, and updates.
• Security - We use a core set of security controls to maintain one of the most secure computer environments with an excellent record against viruses and malware.
• Hardware Replacement Support - Assistance and support of computers from first ordered to the disposal of the computer.
• Dell Certified Technicians - Our support personnel are certified to replace parts for all our Dell standard configuration computers.
• Computer Warranty - We make sure all our computers come with 5 year warranty for desktops and 3 year warranty for laptops (with accidental coverage) and all of them have next day part deliveries.
• Other Notes - For security purposes, Managed Computing users are not provided with local administrative control of their PCs.
  

If you have questions or want to learn more about Managed Computing, please contact Ciro Diaz, Associate Director of Support Services ([email protected], x2668). He can arrange a phone conference or a meeting to gather your requirements and get started with your project.