IT Support

During COVID-19, MERIT is offering remote IT support, as well as limited & emergency onsite support.

MERIT strives to support and enhance the School of Education’s (SOE’s) position in an increasingly global and competitive digital environment by anticipating the technological needs of SOE’s teaching, learning and research functions.

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Network Accounts & Access

The University provides faculty, staff, and students a variety of computing resources and online services. A UW NetID (an account name that identifies you as a member of the University of Wisconsin-Madison community) and password is required to access most of these services. MERIT manages other classes of accounts, including the SoE-AD account which authorizes access to SoE computers, printers and servers; the SoE WebID account which authorizes content editors to access departmental and unit websites, and the Digital Measures account which authorizes faculty and staff to access the web-based solution to capture and share information related to teaching, research, and service activities.

Data Jack Activation
As requested by users or identified during consultations, MERIT will activate data jacks in your space to provide wired network connections for your computers and other devices.

Data Restore
MERIT Staff can help to restore data that has been backed up to a School of Education server.

Digital Measures Account Access
The School of Education provisions accounts using Digital Measures software for faculty and staff in the school. Accounts can grant access to individual data, and departmental data with approval of department chair.

Network Drive Access (SoE-AD Accounts)
MERIT provisions SoE-AD accounts to users in the school to log in to desktop Windows computers and to connect to our network drives.

Password Reset
MERIT can assist you in resetting your SoE-AD, SoEWebID, and WM+ passwords.  We can advise on the process for resetting campus level passwords.

Secure Wireless Access (WiscVPN)
MERIT will assist with installing, configuring, and connecting a campus VPN connection on your device.

Sitefinity Access (SoEWebID)
Access account for editors of Sitefinity-powered websites in the School of Education.

Desktop Security

MERIT works closely with the Wisconsin Center for Education Research (WCER) Technical Services and the Division of Information Technology (DoIT) to safeguard the School of Education’s computing resources and data. Together we provide services such as desktop configuration, authentication systems, antivirus software, firewalls and network monitoring.

Computer Security & Patch Management
IBM Endpoint Manager allows us to install and update programs remotely.  OS updates are also applied automatically and remotely.

Computer Virus Prevention & Control
Firewalls prevent unwanted traffic from entering our network and the machines connected to it.  Symantec Endpoint Protection scans and removes viruses, and we use many other tools and methods for manual removal.

Software

MERIT staff provide a number of options for accessing and learning about compatible software resources.

Software Installation
MERIT will install basic productivity and security software, and install or assist with installing special title requests.

Software License Consultation
MERIT will consul with you on campus software and single-user software to ensure proper licensing.

Software Support
MERIT will troubleshoot the functionality of your software to ensure that it runs correctly on your computer.

Software Updates
MERIT utilizes remote services and onsite support to ensure that you have all the most appropriate software updates.

Hardware

MERIT consultants evaluate computing needs and recommend computers, printers and other peripherals that let faculty and staff accomplish their work goals. Hardware installation, computer maintenance and assistance with warranty repairs are also offered by MERIT consultants.

Computer Installation
MERIT will configure software on your newly purchased machine and install the computer.

Computer Memory Installation
MERIT will recommend memory to purchase and install it in your campus computer at your request.

Computer Purchase Consultation
MERIT will help assess your computing needs and recommend replacement computers as needed.

Computer Repair
MERIT will work to repair your University owned computer according to the guidelines in our hardware support policy.

Local Printer Installation
MERIT will connect your local printer to your computer at you request.

Network Printer Installation
MERIT will install networked printers on your computer at your request.

Peripheral Device Installation
MERIT will install peripherals including speakers, scanners, etc. on your campus owned computer.

Peripheral Device Purchase Consultation
MERIT will assess your computing needs and recommend peripherals for purchase.

Help Desk

The MERIT Help Desk is the School’s central support service for IT, especially in the areas of systems trouble, network connectivity, and the use of supported desktop applications.

Network Printing
MERIT can help you map your computer to a network printer.

Real-time Remote Support
MERIT may troubleshoot your computer problems using a real-time remote support software called Bomgar.

Request Tracker (RT) Ticketing System
MERIT tracks help requests, support efforts, and user communications using the Request Tracker system.

Walk-in Computing Help
MERIT accepts help requests in person at our IT Service Desk located in MERIT library.