Computer Support Guidelines

General Guidelines

  • All computers, laptops, and mobile device (i.e. iPads) must be ordered through SSSW IT, or been reviewed by SSSW IT in advance, so support and compliance with purchasing policies can be determined. Purchase must be budget approved.
  • We only support computers that are purchased with university funds.
  • We only service computers at university offices.
  • We only support machines that are under 4 years old.
  • The primary computer of each full-time faculty and staff member is replaced on a four-year cycle.
  • Desktop printers are replaced on an as needed basis.
  • We only support smart phones purchased through ITS Mobile, and only support Blackberry, iPhone, and Android phones.
  • Service response is typically one business day. If you have concerns about the quality of service provided, please contact the SSSW, Assistant Director of IT.
  • SSSW IT fully supports both Mac and PC standard configurations.

Software Support

We support the following ITS-Licenced Software:

  • Firefox
  • Internet Explorer
  • Symantec Anti-Virus
  • Windows Defender
  • Thunderbird
  • Adobe Acrobat Reader
  • StuffiT
  • WinZip
  • Fetch
  • ITS Print Service
  • GoToMeeting

We also support Microsoft Office (all versions after and including Office 2007)

We provide limited support (installation and configuration) for:

  • AMOS
  • SAS
  • SPSS
  • StatTransfer
  • MPlus

Please check in advance if research of purchasing research software with Office of Research for funding resources.

Computer LifeCycle


  • Purchase of computers must be reviewed by SSSW IT. Standard configurations are recommended and supported.
  • Silver provides one client computer for every full-time faculty member and every full-time administrative position.


  • New computers will be installed by the appropriate SSSW IT service contacts. Setup includes
  • Special software will be installed by SSSW IT service contacts, if it is appropriate for administrative or research use in the University, and if a licensed copy of the software can be produced. No department has an "unlimited site license" for specialized software. If a department has a limited number of copies of software, use of a copy must be coordinated with the department designee for assignment of licenses.
  • Specialized hardware, such as scanners or external hard drives will be installed upon request. Although service contacts will make a good faith effort to make these machines operational, there is no guarantee they will be able to make the devices work. This is particularly true when devices use older technology, and are unsupported by the hardware/software configurations on new machines. It is best to consult with SSSW IT before making a purchase.


  • Faculty and administrators are responsible for their own backups. All valuable works should be stored using the appropriate NYU service (i.e. Google Drive, Webspace, “K” drive), external hard drive, USB “keychain” drive or other media separate from the hard drives on the computer.
  • In case of hard drive failure, SSSW IT may remove the defective device and attempt recovery via a third-party service provider. This is very expensive and there is no guarantee data will be recovered.


  • Requests for hardware upgrades should be made to Inquiries will be evaluated on case-by-case basis. Typical upgrades include increased memory, or a larger storage/higher capacity hard drive.


  • Any operational problem with the client machine should be reported to
  • SSSW IT will respond within one business day.
  • Once a diagnosis is performed, many solution strategies are possible. For hardware problems, the solution may be to request on-site service by a vendor representative, installation of replacement parts provided under warranty, or to send the machine to an authorized repair facility.
  • For network problems, the problem may be referred to the ITS Network group. For software problems, vendor supplied solutions may be attempted.
  • In some cases the solution may be to purchase new hardware or software. SSSW IT will determine the most efficient solution in these cases.


  • Silver School funded computers will be replaced on a four-year cycle based on an annual hardware inventory review.
  • Replacement machines will be one of the standard configurations by default.
  • Machines replaced under these cycles will either be retired from use and tagged for disposal, or be recycled for use by work study students, but will not longer be covered under the maintenance agreement.


  • Only Blackberry, iPhone, and Android smartphones are supported by SSSW IT. Further, it must be a phone purchased through ITS mobile to receive support.
  • Support is limited to initial setup of the phones to the NYU mail and calendar system. We will not set up the phones to sync with other software packages.  

Video Recording

If you are interested in video recording a class, event, or activity there are several options available for you.

  • NYU Silver IT has a consumer level video camera for loan. Please note that only one camera is available on a first come, first serve basis. We can provide a basic tutorial on the equipment usage if required. A tripod is also available.
  • Campus Media and NYU TV offer fee-based recording services. Prices range from hundreds to thousands of dollars depending on the duration of your event, and the complexity of the setup (i.e. multiple cameras, multiple recordings, etc). These two groups often work together on a single event, but have two distinct sets of services. Campus Media typically loans equipment for your perusal, while NYU TV provides production quality broadcasting, live streaming, and post production.
  • Hire a work-study student who is skilled in video production. Wasserman Career center is a good starting point for sourcing students. Tisch has a list serve to which you can send requests too.
  • When available, you can request assistance from a work-study in the IT area. Work study students vary in skill sets, and so does their availability. If we have the right match for your request, we will provide support.



Contact Us

Submit a ticket
Office Phone: 212-998-4340
Classroom Support Hotline: 347-583-0574
Location: 1 Washington Square North, Room 210

Office Hours of Operation: Monday through Friday, 9am to 7pm