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Client Support

About Client Support

Client Support is a University strategic partner providing technological solutions and advocating for information technology (IT) fixes in a highly-energized, team-focused environment. Client Support provides the University community (students, faculty, staff, faculty emeriti, and affiliates) with customer service concerning information technology initiatives implemented by the Division of Information Technology (DoIT) that meet the teaching, learning and research needs of the University community. Client Support achieves this mission by:

• Supporting faculty and staff desktop computing by providing standardized hardware and software, which in some cases can be distributed remotely, so that faculty and staff can apply the latest information technology solutions to their roles at the University.
• Offering technology support for students (software, virus removal and connectivity issues) associated with all campus wired and wireless networks.
• Educating students about the various IT services and resources available to them.
• Providing a central help desk that West Campus students, faculty, and staff can contact for computer assistance.
• Managing enterprise-wide application services, in cooperation with other DoIT departments, to support the University's business operations.
• Training employees on how to use enterprise-wide applications and other software through in-person classes, online documentation, and remote training sessions.
• Communicating to the University community about IT initatives and services through various mediums such as the DoIT website, orientation sessions and direct correspondence.

Client Support works with other groups on campus that employ their own computer support staff by making them aware of the services offered by the Division of Information Technology. It provides the necessary assistance and encourages the use of University-wide solutions.

The Client Support team uses tools such as SMS and Bomgar to remotely connect to users’ machines in order to distribute software packages and/or install updates to existing applications. In addition, Client Support offers downloadable software to the campus community through a website called Softweb.

Documentation and training about administrative applications and supported software used by campus members is provided through Client Support. Classroom training sessions are led by the training team. These sessions allow for hands-on practice of specific exercises. Class descriptions, dates, and online registration can be found on the Division of Information Technology website.

Located on the fifth floor of the Frank Melville Jr. Memorial Library on West Campus, Client Support is open Monday through Friday, 8:30 a.m. - 5 p.m.

Client Support Service Goals

• Accurate and timely solutions to DoIT issues and services
• Utilize all technologies to increase efficiency
• Effectively utilize and prioritize resources (i.e. staff)
• Communicate, educate, and document information technology changes and enhancements to the campus community

Contacting Client Support

• By Telephone - Client Support Help Desk (631) 632-9800
  The Client Support phones are staffed and answered five days a week, primarily Monday - Friday, 8:30 a.m. - 5 p.m. Calls that come in after 5 p.m. are entered into the Client Support ticketing system. Technicians answering the help desk phones are required to get complete and accurate information from the caller, including full name, contact number, office information, and description of the problem.

• By E-Mail
  Students, faculty and staff should send e-mail to: supportteam@stonybrook.edu

• Live Chat
  Members of the campus community can now contact Client Support via an instant messaging service. Click on the "Need Help? - Chat Live Now!" link located on the left side of the Division of Information Technology home page.

• Remote Assistance
  With a customer's permission, Client Support technicians are capable of remotely connecting to a user's machine using Bomgar software to help resolve issues. A technician will determine if this is the best way to resolve a problem during the troubleshooting process.

• In Person - Client Support Walk-in Center
  Hours:  Monday - Friday 9 a.m. - 5 p.m.
  Location: Fifth floor of the Frank Melville Jr. Memorial Library (Room S-5410)
  The Client Support Walk-in Center is meant for students, faculty, and staff who experience trouble connecting their laptop, netbook or mobile device to any one of the Stony Brook University wireless or wired networks (WolfieNet or ResNet). Walk-in center technicians will assist with more than just connectivity issues, as long as the problem can be resolved in 30 minutes or less. Schedule an appointment at the Client Support Walk-in Center.

• In Person - Computer Drop-Off/Pick-Up
  Hours:  Monday - Friday 8:30 a.m. - 5 p.m.
  Location: Fifth floor of the Frank Melville Jr. Memorial Library (Room S-5410)
  Students, faculty, and staff may bring their computers to Client Support when they experience problems and need assistance. Faculty and staff can only leave their work machines at the Client Support Drop-off Center. Client Support is prohibited from working on faculty/staff personal computers (please see Stony Brook's Faculty/Staff Personal Computer Policy). It usually takes between 3-5 days for a computer to be returned to a customer once they drop it off. During Client Support's busy time (at the start of each semester), it can take up to a week for a computer to be returned. Customers must fill out a form and show their Stony Brook ID card when they drop off and pick up their computers.

• Room/Office Visits
  Client Support technicians can be sent to a student's room or an employee's office to provide computer support. All technicians carry official badges so that they are easily identifiable. Call Client Support at (631) 632-9800 to schedule a room or office visit.