Managed Devices

The IMSS Help Desk offers a suite of services to support your computer, mobile and technical needs.

Managed Device Services include the following:

• Complete desktop/laptop/mobile Hardware Replacement Support.
• For a flat yearly fee, IMSS provides automated management of your PC and Phone including security configuration, patch management and software installations.
• The Managed Services also includes remote and in-person support.

• Desktop Support -Included in annual cost. 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 work necessary software.
• Automated System Deployment & Patch Management - We use a standard OS image based on Windows 10 Enterprise Edition 64-bit. We also deploy necessary patches/updates, usually on biweekly basis.
• Data Backups (Server Data) - Server data is backed up nightly and moved to a secure, off-site location weekly. Four weeks of backups are kept offsite. Data stored on desktops is not backed up.
  • If you would like to backup desktops, we offer Crashplan.
• Software Installations - We manage all work-related software installations, configurations and updates.
• Proactive Security - We use multiple layers of security 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 warranties for Desktops and 3 year warranties 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.

Looking for basic computer back up support, Learn more about our Baseline Update Service.

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