New Computer Setup - End User Process

Morning/Afternoon,

You are most likely reading this help desk article because you are in the process of getting a new computer! Congratulations and with this article, we will clarify a few items to help the process begin smoothly!

This article is going to assume a few things:

1. You (the customer) submitted a ticket and procurement of your new device is underway.
2. You (the customer) received a ticket from Information Technology Services stating we are currently setting up your device with our "base image" (Windows 10 or macOS).

Steps in the New Computer set up process:

1. You will receive a ticket stating that a technician will be setting up the device and the listed parts that will accompany the computer.
   1. During this time, begin the process of backing up any files you find important to an external drive, your \\files drive, or your personal drive located on \\files.
      1. Any questions on how to do this, please place a ticket at help.cnu.edu or call at 757-594-7079.
   2. Please begin the process of clearing your working area if you are expecting our technicians to perform the swap install, or bring the computer to your office.
      1. COVID has changed a lot of our processes and we want to ensure that the time we spend in your office is minimal and without a burden, for everyone.
2. Work will begin on your computer in Ratcliffe Hall by imaging the computer and setting up very basic software.
3. Once this work is complete, a technician will reach out to the user that is designated to be contacted on the ticket. Please make sure that if the ticket is put in incorrectly or if the information needs to be updated, to contact us, or sign in and update the ticket via the help.cnu.edu ticket portal.
4. Once a delivery date has been scheduled and determined please make sure that 1-b is complete and the office area is free of any impact to delivery.
5. The main item that has changed during the COVID pandemic impact has been the way we now conduct our set up processes for computers. PLEASE SPECIFY IF YOU DO NOT WANT US TO PHYSICALLY SET UP A COMPUTER. Otherwise, we will assume set up is needed and a swap out of the computer system will occur, ONLY if the space permits and is clean enough to do the work required.
   1. After setup of the computer (physically) the ticket opened originally will be closed to show work completed from the onsite technician.
6. After the computer has been set up physically we ask that the user then submit a ticket via help.cnu.edu or by calling 757-594-7079 to state what software and data need to be transferred. This will be communicated and reiterated by the technician doing the physical install.
   
   1. Please be sure to include any information necessary to reinstall the software, license key information, software download locations, etc...

If at any point you have questions about this process or others, please let us know by calling the help desk at 757-594-7079 or reaching out to us via email at helpdesk@cnu.edu.