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IT Support

Services

Welcome to IT Support’s Homepage. Here you will find contact and other information, access to Remedy's Request For Service (RFS; see below), as well as upcoming changes regarding technical support for our Lineberger users.

UNC Lineberger's IT Support department serves Cancer Center employees and, as appropriate, faculty, staff, students, and others working in laboratories, projects, and cores administered by the Cancer Center and/or housed in Cancer Center space.

DESKTOP SUPPORT * PC or MAC * HARDWARE and SOFTWARE CONSULTATION * PRINTER SUPPORT * SERVER SPACE * SERVER ACCESS * NETWORK ACCESS * REMOTE ACCESS * VPN CONNECTIONS *


Assistance is available 9:00 a.m. - 5:00 p.m. on university work days.


Service Philosophy

IT Support’s priority is to offer competent and prompt service to ensure our users are able to perform their jobs.

We are able to address all issues regarding desktops computers, server or server space, printers, and networking. If we are unable to solve the issue or if the issue is beyond our domain, we will assist in the contacting of the appropriate group or person.

Within reason, IT Support does not mandate that users have certain equipment (PC rather than Mac) or software/software versions. If, however, a lab, project, or unit leader desires the stability offered by standardization, IT Support is able to work with them in developing a plan towards a more stable environment.
Although a non-standardized computing environment creates complexity and problems, we support this diversity because we feel it enables our users to perform their best.

In order to protect the integrity and security of the networks and to comply with School of Medicine, University, and other state/federal policies, we must impose some standards, including:

  • All computers, wireless networks, and servers connected to the Cancer Center networks must follow School of Medicine policies and University policies.
  • Servers connected to Cancer Center networks must have English language operating systems.
  • No activities deemed illegal or harmful to the local, School, or University networks are allowed.

To help provide the best service possible, IT Support asks users to help by adhering to the above standards and by continuing to keep their computers as secure as possible with up to date anti-virus software installed and running at all times. For any assistance or with any questions, please contact us at your convenience.

IT Support Providers

UNC Lineberger IT Support: 919-962-4449

MicroMedic: 919-354-1326

MicroMedic is an outside service provider that manages the Cancer Center’s server and network operations; they also provide end-user support and consultation. In addition to these providers, Cancer Center users may directly contact the School of Medicine or University resources as appropriate.

Request for Service: Remedy

IT Support uses Remedy’s Request for Service. Request for Service (RFS) is the problem tracking system used by the majority of helpdesks at UNC Chapel Hill. Users enter tickets online and IT Support responds in-person or by telephone or email as appropriate.

Please note: these services are available only to those connected to the UNC Lineberger network and servers and to those with existing UNC Lineberger IT Support service.

Charges for Service

We are continuing our normal billing practices at $60/hour. Regardless of who arrives to address your problem (e.g., IT Support or MicroMedic), the Cancer Center charges $60/hour in 15 minute increments for services.