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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 ITS will clarify a few items to help the process begin smoothlyensure a smooth delivery and setup process!

This article is going to assume a few thingsassumes the following:

1. You (the customer) submitted a ticket, and the 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). The "base image" includes the actual operating system, ESET antivirus, Internet browsers...

Steps in the New Computer set up process:

1. You will receive a ticket stating that a indicating an ITS technician will be setting up the device and the listed parts that will accompany the computer such as speakers, displays(s), keyboard, etc.
   1. During this time, you can 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.important files on your computer to a mapped drive such as F:\ or a personal thumb drive. This is only required if you keep files on your computer. If all of your files are already on F:\ then you don't need to back up anything. 
      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 physical workspace if you are expecting our technicians to perform the swap install, or technician to bring the new computer to your office .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.and set it up for you.
      1. ITS wants to ensure the safety of everyone involved and that our visit to your office is brief and not disruptive to you or your business. 
2. Work will begin on your computer in Ratcliffe Hall by imaging the computer and setting up very basic software (see the reference to "base image" above).
3. Once this work is complete, a technician will reach out to the user that is designated to be contacted owner (designated 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.The main item that has changed during the COVID pandemic impact has been the way we now conduct our set up processes for computers.physical workspace is ready for new computer delivery.
5. PLEASE SPECIFY IF YOU DO NOT WANT US TO PHYSICALLY SET UP A COMPUTER. Otherwise, we will assume you want us to set up is needed and a swap out of the computer system will occuryour new computer, ONLY if the space permits and is clean enough to do the work required.
   1. After delivery and setup of the computer (physically) the ticket opened originally occurs, the original ticket  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...

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