Effective 05/23/2014
Background -
Knox College ITS / Help Desk is not in a position to offer hardware repairs for personally owned equipment - especially equipment owned by students. Hardware repairs will be referred to off-campus vendors.
Similarly, virus and malware removal, if not rectified by as System Restore or by running Sophos and / or Malwarebytes scans should be referred to off-campus vendors.
ITS and Help Desk staff will NOT recommend a specific vendor. We will provide a list of local vendors from which the student may choose.
Hardware Issues-
- Confirm the warranty status.
- Assist student in determining if the the machine is under warranty.
- Use manufacturer's support web site to enter in the serial number or service tag number.
- Offer backup service for class related data
- Our Hardware Tech may be able to backup the user's data.
- We will NOT backup personal music, photos, and video. (The end-user should have download privileges for properly purchased materials.)
- Should the machine in question be under warranty, refer the student to the manufacturer for repairs.
- If the machine in question is not under warranty, provide the list of local vendors to the student. (The list is to be stored in the Help Desk file drawer.)
Malware / Virus Issues -
- Offer backup service for class related data
- Our Hardware Tech may be able to backup the user's data.
- We will NOT backup personal music, photos, and video. (The end-user should have download privileges for properly purchased materials.)
- Provide the list of local vendors to the student. (The list is to be stored in the Help Desk file drawer.)
Helpdesker - Read and Review Confirmation
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