Support
Your first step in getting support should be to fill out a:
By putting in a request for service through the HSS system, you ensure your request is tracked and worked on in the timeliest manner. You also have access to your request(s), your request history (open and closed) and the knowledge base.
Support Topics
IT Support Info Paper
What systems/software are supported?
What hardware is supported?
Configuration
Reading MS Office 2007 Files with MS Office 2003
Large File Sharing via SAFE
Support Services
After Hour IT Emergency Support
NCS Support
Academic Support
Mobile Devices
What systems/software are supported?
Operating Systems
- Macintosh OS 10
- Windows XP
- UNIX is currently not supported
- Windows 7 Professional
Please note: Because of Security issues, OCIO does NOT support Home Editions of any Operating Systems. In addition, Microsoft VISTA is NOT supported on DoD networks at this time. Please ensure you request the installation of Windows XP or Windows 7 Professional Operating System.
Software
- MS Office Products (including Office 2007)
- Novell Groupwise client
- IE 8.0
- Norton Antivirus- Corporate Edition
- PureEdge
- SAS
- SPSS
What hardware is supported?
Desktop Computer - Minimum Specs Supported
- 500GB-Hard Disk
- 2.66GHZ Dual-Core Processor
- 4 GB Memory
- DVD/CD Rom Drive
- CAC Reader or Keyboard with built in CAC reader
Laptop Computer - Minimum Specs Supported
- 500GB - Hard Disk
- 2.0 GHz - Dual Core Processor
- 4GB Memory
- DVD Optical Drive
- MS Windows 7 - Professional
Configuration
- NCS computers
- AHLTA (FAQ)
- USU or HJF tagged machines (including laptops)
- Local and network printer configuration
- Network/IP configuration
Reading MS Office 2007 Files with MS Office 2003
MS Office 2007 utilizes a new file type. It adds an "x" to the end of the file name. This is an option in Office 2007 that can be turned off, but by default, it creates the documents with the "x" in the file type. For example a document in Word 2003 called "USUHS" would show as USUHS.doc. In Word 2007, it would be named "USUHS.docx" Office 2003 will not open documents created in Office 2007 that use the "x" by default.
To be able to have your Office 2003 read the new type of files created in 2007, you'll need to download and install MS Office 2007 Compatiblilty Pack, available at http://www.microsoft.com/downloads/details.aspx?FamilyId=941b3470-3ae9-4aee-8f43-c6bb74cd1466&displaylang=en.
You can download and install this yourself on your home PC, but you will require the assistance of a Helpdesk technician, with administrative rights, to install it on your USU PC.
Support Services:
- Install supported software products
- Troubleshoot software products
- Configure approved equipment to interface with the network
- Reformat approved workstations
- Set up printers for local and network printing
- Provide IT consultation
- Provide One-on-one IT training
- Provide support for all IT accounts
- Provide User documentation)
- Provide Off-site support to various locations
- Provide after-hours support
After Hour IT Emergency Support
"After Hour IT Emergency Support" refers to support activities that take place during non-business hours. The supported functions are usually the result of an act that could cause major Automated Data Processing (ADP) damage to the Uniformed Services University's core computing center.
Emergency requests are identified as:
A flood
Power failure (UPS) and/or
an air conditioning problem that could detrimentally affect computer/network equipment
Normal Business Hours are:
Monday through Fridays 7:00 a.m until 6:00 p.m.
When an IT-related emergency occurs, contact Security (295-3038) who will then contact the "on-call" IT staff
NCS Support
The Helpdesk tracks requests for NCS computers and provides assistance for ALL NCS computers. Issues should be submitted to the Helpdesk. When submitting your trouble call please provide the serial number of the CPU or monitor requiring service. This information can be found on the top of the casing.
If it is a hardware related problem (e.g., problem with ports, keyboard, monitor....), the Helpdesk opens a trouble ticket with NCS and tracks the call until closed.
If it is a software related problem then the Helpdesk responds to the call.
Academic Support
How to Obtain Sakai Support
The Uniformed Services University's Sakai Learning Management System can be accessed at https://learning.usuhs.edu. A username and password are required to access the system. Passwords can be reset from the Sakai home page. All support requests should be directed to sakaihelp@usuhs.mil.
Mobile Devices
At this time mobile devices are only supported on the .EDU network.
- MDL Shared Drive SOP
- How to Create and Manage Folders on the MDL Shared Drive
- How to Map the MDL Shared Drive
Cache Accounts on Lecture Hall Computers: Can the lecture hall PCs be used during a network outage?
A. Yes, only if you were one of the last 10 people to log into that machine. Cached accounts are enabled on all lecture rooms and classroom machines. If you were one of the last 10 people who successfully logged into one of those machines and the machine lost connectivity you would be able to login again.
Room Requests
MDL Schedules
Contact Information
4301 Jones Bridge Road
G074
Bethesda, Maryland 20814
Voice: Comm (301) 295-9800
DSN 295-9800
help@usuhs.mil