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Contact Information

Location:Fenwick Hall, Lower Level, Room 021
Hours:8:00 AM - 5:00 PM Monday through Friday
Email:helpdesk@holycross.edu
Phone:508-793-3548
Fax:508-793-2711

Desktop Support List

The Information Technology Services department strives for excellence in its support offerings at the desktop. To better serve the College Community the ITS staff maintains a solid support foundation for current hardware and software systems. Unfortunately, the pace of change is too rapid to support certain older technologies.

Will Support...

Hardware

  • Support (through College maintenance agreement with a service provider) for College-owned GX260 or better machines
  • Macintosh hardware that is at least a G4 processor with 512 MB RAM
  • Warranty issues for student machines purchased through the College are coordinated on site, with Dell, at the Help Desk

Software*

  • Novell NetWare, Novell GroupWise, GroupWise WebAccess, MacMail, McAfee, Virex
  • Windows XP, Windows Vista,  Microsoft Office 2000, Office XP, Office 2007
  • Macintosh OS X.2, Office X, Office 2004, Safari
  • Internet Explorer, WRQ Reflection 2, Reflection 10
  • Software offered but use not supported (i.e. versions will be kept current but assistance in how to use the products will not be offered): SPSS for Windows, SPSS for Macintosh, Visio
  • Networking support to student machines (Software and NIC/wireless cards must already be successfully installed.) Please see Minimum System Requirements.

*Unless otherwise noted, refers to both Windows and Maintosh versions

Will Not Support...

Hardware

  • College-owned GX240 or older machines
  • College-owned Macintosh equipment older than a G4 processor
  • Hardware issues for student machines not purchased through the College.  We can assist students in finding a 3rd party service provider
  • Personally owned machines other than what directly relates to remote access from home to the Holy Cross network

Software

  • Software not related to academic work (games, third party screen savers, etc)
  • Peer to Peer file sharing applications such as Kazaa (Students will be instructed to remove any and all related files).  ITS will not support any machine that has this software installed on it.
  • ISP client software (e.g. AOL) installed on it.  ISP software must be removed before the machine will be looked at.  ITS will not support any machine that has this software installed on it.
  • Windows versions before 2000, Macintosh O/S prior to 10.2
  • DOS programs (such as Word for DOS)
  • Microsoft Office versions prior to XP for the PC and Office X for Macintosh
  • Macros or other specialized programming within supported software (such as Word or Excel) without documentation from the author of the programming code
  • Any software on faculty or staff personally owned machines that are not on the supported list or is not for use related to College activities (for example using Microsoft Word to produce a newsletter for a non-College activity)

Users must run virus and ad-ware/spy-ware check programs before requesting troubleshooting or repair support (unless the machine is disabled).