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SEMTE Support Services

Information technology support

IT Support Overview

We support the computing environment in SEMTE to further the teaching, research and administrative functions of the school.

We provide information about the latest developments in computing technology to SEMTE faculty staff and students. Our goal is to stay up to date with all current and emerging technologies in order to remain a good resource for computer-related decisions. Along with providing assistance for technical problems, SEMTE IT is also the main contact for computer-related purchases.

If you have a general question or inquiry, please email asksemte.it@asu.edu .

If you need IT Support, see the SEMTE IT Service Request section below for information on submitting a Request.

Service requests

SEMTE IT Support group Provides IT support assistance to Faculty, Staff and Students. Due to the nature of this support, we utilize two Service Request Systems. “Service Now” for Faculty and Staff Request’s and “SalesForce” for Student Request’s

These systems also maintain much of the IT Help Articles/Knowledgebase. The search fields of the “Service Tab” is a very useful tool to search for IT related things.

Faculty, Staff, and Student Workers (Work Only)

Service Now is part of your My ASU Page (https://my.asu.edu) under the “Service” Tab

To have your request go directly to SEMTE IT Support, please click this link, Deskside Support (FSE) and follow these steps:

  • Verify populated info (Name, Email, Phone), change if needed:
  • IT Support Group: = “Engineering of Matter, Transport and Energy (SEMTE)”
  • Request Type: Choose as close as possible (Other if needed and we can change it)
  • Room: Type location (your office or were system is)
  • Building: Type out Building (ie ECG – Engineering Center G, ERC – Engineering Research Center)
  • Details: = Provide the below and any additional useful info
    • Property Control # (barcode) or other way to identify equipment:
    • Problem:
  • Click “Order Now” in upper right corner to submit request.

Students (Academic only)

SalesForce are part of your Student My ASU Page (https://my.asu.edu) under the “Service Center” Tab

Student “Service Center” tab will open and students can submit a New Case. (New Request, please provide as much info as possible.

If unsure, you can always send an email to asksemte.it@asu.edu and we can assist with submitting a request to the proper system, just provide as much information as possible.

Computer Purchases

SEMTE IT is working towards a standard to provide more effective and efficient support to our faculty and staff by coordinating all purchases through our group. SEMTE faculty are entrepreneurs in many senses, and the role of SEMTE IT in computer purchases is advisory. The standards below are what we recommend and what we are best able to support.

To initiate a system purchase following SEMTE IT recommendations:

  1. Please contact George Ahlers in order to get a quote.
  2. Please provide the specifications of the system you desire. If you are unsure of the specifications, then please provide us with what you expect the system to be able to function as (e.g., an office system, a Graphic/CAD system, or number crunching).
  3. With this information, we will be able to provide you a quote.

ASU has contracts with a number of computer vendors, however Dell provides ASU’s standard configuration by providing timely on-site warranty support. SEMTE IT can assist with Dell warranty repairs if purchased through the ASU web portal.

Below are standard systems for different levels of computing:

  • Dell OptiPlex Series: Office and Internet use
  • Dell Precision:: Intense graphics/workhorse machines
  • Dell Latitude: Standard laptop model
  • Dell XPS: Better graphics and processor
  • Microsoft: Surface Pro, Surface Book
  • iMac, MacBook, MacBook Pro, Mac Mini, iPad

***All models require a Trusted Platform Module (TPM) 2.0 or higher chip to comply with ASU ACD 125 Policy specific to encryption***

Exceptions

In some circumstances, especially specific to research computing, higher-end systems might be required. SEMTE IT technology team will work with researchers to provide recommendations for high-end systems that might require increased CPU speed, additional memory, additional storage, and GPU compute capabilities.

In the event that standard equipment does not meet a specific computer requirement, exceptions granted on an as-needed basis at the discretion of the IT Lead and School Director. Exceptions to the standard may include:

  • Technical Justification – evaluated based on documented manufacturer’s technical requirements for hardware, software, and peripherals.
  • Legal or other requirements – evaluated based on technical, cost, or other factors identified by the request initiator with approval as needed.

Copy, Print and Scan

Printing is available to most of the machines below with approval.  If you do not have access to print to one of the machines below, please submit a SEMTE IT Support Request via Service Now and SEMTE IT will work with the owner to obtain approval.

SEMTE Printers and Copiers

Policies and suggestions

Off Campus Equipment Loan

Laptops, tablets, and smart devices may be taken off campus only after the Off Campus Equipment Loan form has been approved and submitted.

File Sharing

Some users have been sharing files with third party vendors such as Egnyte and personal Dropbox. Many of these sites are not FERPA compliant and should never be used to store personal or sensitive information.

If you would like to share files, please Adhere to the Data Handling standards matrix found here.

Mobile Devices

It is required that SEMTE faculty and staff protect their mobile devices (smart phones, tablets, and laptops) with password protection and encryption if these devices receive work sensitive information.

Software

Software is available from many different sources at ASU. Some is site licensed and free for use by everyone, some is available at a reduced price, and some is available through remote access. For the licensed software, please read the agreement terms since some software has restricted usage and specific terms that must be adhered to.

Fulton Domain

ASU-owned computers connected to the Fulton domain with the SCCM client have access to download a number of programs.

To download Available software through SCCM

Windows 7 – go to start Menu -> All Programs -> Microsoft System Center -> Configuration Manager -> Software Center

Windows 10 – go to start menu -> Microsoft System Center -> Configuration Manager -> Software Center

The following links provide information about what software is managed by Engineering Technical Services

My Apps

Go to My ASU and select My Apps for a number of commonly used programs provided by ASU

Microsoft Developer Network Academic Alliance (MSDNAA)
All FSE faculty, staff, and students have access to the MSDNAA, which provides many Microsoft products free of charge (for instructional use).

Software Security Assessment

ASU requires that the department purchasing and implementing any software and/or technology implement appropriate security controls to safeguard data and university assets. This Self-Assessment is to be completed by each purchaser of hardware and software (including cloud software, SaaS, and software that is downloaded via the internet) that will be installed or used on ASU’s network (Technology).

The purpose of this Assessment is to ensure the safety and security of ASU’s network and data. Each of us at ASU is responsible for the security of ASU’s computer system, and we are individually responsible for any technology that we install or use. ASU purchases over 3,000 different types of software every year.

Technical support

SEMTE IT supports machines tagged with an ASU property control number. You may also contact SEMTE IT to obtain quotes and request software. When requesting SEMTE IT support, please include the property control number of your computer, include some detail so we know how best to help you, and provide your contact information.

See the SEMTE IT Service Request section of this page for information on submitting a request.

Internet Connectivity

If you suspect that the problem is with your internet connection, please check the UTO System Health page for outage reports. If a general outage is not listed, then report your problem by submitting a service request.

Online Help

ASU provides many help guides and trouble-shooting information for various programs such as Blackboard, Outlook, and PeopleSoft. Search the “IT Help Articles/Knowledgebase” sections of the Service Tab on your My ASU Page.

IT Contacts

School for Engineering of Matter, Transport and Energy
Arizona State University
501 E. Tyler Mall
Tempe, AZ 85287-6106

SEMTE IT Service Requests: IT Service Request 
Email for Questions: asksemte.it@asu.edu

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