II. Faculty and Staff Computer Support

A. Summary of Services

The Price IT is responsible for providing personal computing support to all Price College faculty and staff. The Price College Help Desk is an online service request system and serves as the primary conduit through which faculty and staff request service, updates, and additions for their personal computers. 

Personal Computer Support Services:

• Acquisition, installation and maintenance of computer hardware
• Installation of operating systems, security patches and appropriate drivers
• Software installation, maintenance and troubleshooting
• Individual and network printer configuration
• Installation of antivirus software and virus removal

In addition, our technical staff assists divisions, centers and programs with the management of their technology needs. This assistance takes many forms and includes the following:

Technology Management Services:

• Develop configuration specifications for computer purchases
• Surplus obsolete computer hardware
• Redistribution of replaced hardware
• Personal computer upgrades
• Maintain computer hardware and software inventory system
• Evaluation of new technologies

B. Price College Help Desk

The Price College Help Desk (Help Desk) is an online service request system designed and developed by CEMR programmers and is the principal conduit through which faculty staff request and receive support. A central feature of the Help Desk is the automatic prioritization of each request received by both the severity of the problem reported and the time the request was received. The Help Desk is located at http://pcbhelp.ou.edu.
Prioritizing help requests affords the following benefits:

• Ensures that the most serious problems are addressed first
• Provides a rational and efficient means to allocate support staff resources
• Helps keep service response time down to a minimum

The Help Desk is accessed with an Internet browser at http://pcbhelp.ou.edu. Links to the Help Desk are also located the Price College web under "IT Services" as a part of "IT Service Home".

B.1. Help Request Process

The Help Request process consists of three steps:

• Logon to the Help Desk
• Submitting the request
• Checking the status of the request

B.1.1. Logon Instructions for the PCB Help Desk

To logon to the Price College Help Desk you must have an OU username (4 X 4) and password. If you do not know your OU username and password, please visit http://account.ou.edu and set up your New User account or call the IT Call Center (405) 325-HELP for assistance.
Logon procedures for PCB Help Desk:

1. Open your web browser to http://pcbhelp.ou.edu
2. Select the "Submit Help Request" button
3. A window will pop up to prompt you for authentication
4. Enter "sooner\your 4X4" as your user name
5. Enter your password
6. Click "OK"

B.1.2. Instructions for Request Submission on the PCB Help Desk

Once you are logged onto the Help Desk, you'll be presented with a series of questions:

1. Next, you'll be presented with a drop down menu asking for whom is the request
2. After choosing the appropriate user from the list, make a selection for the type of problem
3. After choosing the appropriate problem, select the type of issue
4. Next, complete any remaining selections and input a description of the issue. For example: "I am unable to print"
5. Finally, click the "Submit" button at the bottom

When submitting a help request, please provide as much detailed information as possible. This helps in the accurate classification of requests and provides information needed by our staff to successfully diagnose and solve your problem.
Submission of the request initiates the following actions:

1. Once submitted, your request is classified as according to the seriousness of the problem. Classification occurs within twenty-four (24) hours of receipt.
2. Next, your help request is assigned a work order number and is placed in the Help Desk queue. It is then assigned to one of our highly trained Computer Technicians who is dispatched to your office to fix the problem.
3. Upon successful resolution, the work order is closed.

B.1.3. Logon Instructions for Checking Request Status

Another feature of the Help Desk is the ability to check the status of your help request. The procedure for checking your request status is similar to the logon.

1. Open your web browser to http://pcbhelp.ou.edu
2. Select the "Check Request Status" button
3. A window will pop up to prompt you for authentication
4. Enter "sooner\your 4X4" as your user name
5. Enter your password
6. Click "OK"

C. Work Orders Related to Reformatting Hard Drive

1. Only computers that are being retired (surplused) will be "sanitized" in accordance with university policy
2. No machine is to have its contents wiped without the written approval of the immediate supervisor or division director

D. OU IT Computer Support

The University of Oklahoma also provides computer support services through the OU IT support staff. While the majority of computer related problems that occur in Price College are properly referred to PCB IT Team, there are situations in which the OU IT staff should be contacted first. 
Situations include:

1. Problems accessing your Internet provider (OU, Cox, etc) from home
2. Problems with Microsoft Outlook - Microsoft Outlook mail resides on a Microsoft Exchange server at IT, and the TSC has specialists trained to help specifically with Outlook mail, tasks, calendar, etc.

For these problems, contact the OU Technology Services Center at 325-HELP.

D.1. OU web space (create.ou.edu)

The Web site create.ou.edu provides all OU faculty, staff, and students 5 GB of cloud-based storage for files. These can be made publicly accessible in a traditional web-hosting model with HTML documents and hyperlinks, or unique tickets in the form of unique URLs can be created to grant read and even edit permissions to individual files and folders. Information on using OU Create to host vita or CV information can be found here. For more detailed information about using OU Create visit the support site

D.2. File Transfer (dropbox)

Dropbox for Business is a file hosting service that connects files, devices and teams. With Dropbox for Business, you can store, sync and share various file types with both external organizations, and teams at OU. File syncing and concurrent editing make collaboration and document sharing a breeze.

Download the Dropbox application for the ability to access your files and folders on multiple devices. With Dropbox for business, users get even more security and collaboration features along with unlimited storage space. Dropbox for Business has no file type restrictions, no operating system requirements, and no size limits.