IT Support

MERIT, in partnership with WCER Technical Services and DoIT, provides foundational network, security, and networked storage solutions to the School of Education.

MERIT manages both a data center and a cold room for the School of Education and other UW–Madison partners.

Cold Room

A secure room that provides the level of security needed when working with restricted data is available in the Education building. This room employs a system of removable hard drives and wall safes, each accessible only to license holders. This room contains a single stand-alone computer system with pre-installed software. This computer does not have access to the internet.

Data Center Hosting

The School of Education Data Center houses computer systems and associated components such as storage, networking, backup systems, and telecommunications equipment.

UW–Madison offers faculty, staff, and students a variety of computing resources and online services. Your UW NetID and password are required to access most of these services. MERIT manages other classes of accounts, including:

• School of Education-AD account, which authorizes access to School of Education computers, printers, and servers
• School of Education WebID account, which authorizes content editors to access departmental and unit websites
• 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

MERIT will activate data jacks in your space to provide wired network connections for your computers and other devices, as requested by departments, users, or identified during consultations. Not all data jacks in the School of Education spaces are activated. If you connect a network cable to a data jack and are not able to connect to the network, contact us for data jack activation.

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 provides accounts to Digital Measures software for faculty in the school. To request an account or Digital Measures support, send an email request to: dm@comms.education.wisc.edu.

Network Drive Access (School of Education-AD Accounts)

MERIT hosts departmental and project network drives to store your campus work. These drives are accessible via Windows and Mac computers using School of Education-AD credentials.

Password Reset

While MERIT cannot look up or provide you with your old School of Education Active Directory (School of Education-AD) passwords, we do set new temporary passwords for you, and will provide you with information on setting a new password up.

Secure Wireless Access (WiscVPN)

A virtual private network (VPN) connection is required to access School of Education network drives from wireless or non-School of Education wired connections. MERIT will assist with installing, configuring, and connecting a campus VPN connection on your devices.

Sitefinity Access (School of Education WebID)

This account is required if you need access to School of Education web applications utilizing the Sitefinity content management system.

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

Maintaining updated software is critical to a computer’s security, because vulnerabilities are constantly being found and patched by software vendors, and applying those updates is a top priority. MERIT installs software on every department machine to remotely apply updates to common programs (such as Mozilla Firefox and Java). Our Windows machines are also configured to receive updates from Microsoft through our Windows Server Update Services server, and our Mac machines automatically apply updates from Apple.

Computer Virus Prevention & Control

Firewalls prevent unwanted traffic from entering our network and the machines connected to it, protecting our data and our machines from malware and viruses. Symantec Endpoint Protection scans and removes viruses, and we use many other tools and methods for manual removal.

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. There are a wide range of software titles available for installation on UW-owned computers, including Microsoft Windows and Office, Adobe software, and anti-virus software.

Software License Consultation

MERIT will consult with you on campus software and single-user software to ensure proper licensing. There are a wide range of campus licensed software titles available for installation on University owned computers, including Microsoft Windows and Office, Adobe software, and anti-virus software. Some software and licenses must be purchases from the DoIT Tech Store or other third party vendors prior to installation.

WCER Application Delivery Service (ADS)

MERIT and WCER have partnered to provide ADS to provide secure, remote access to a variety of statistical, productivity, and design software. This service is available to any faculty, staff, and students with active memberships in the School of Education.  Click here for more information on ADS.

Software Support

MERIT works to ensure that all software installed on your UW-owned computer works correctly. We have limited instructional resources to advise on standard use of software titles and can help you find other resources on campus.

Software Updates

UW Policy requires all devices connected to the campus network to have all operating system software, device firmware, application software, and other hardware current with the latest security-related patches from the vendor. MERIT has several remote tools that keep computers up-to-date, as well as manually install updates at user request and as needed during onsite visits for other support requests.

MERIT consultants evaluate computing needs and recommend computers, printers, and other peripherals that will help 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. This is an enterprise service for devices that access the School of Education network.

Computer Memory Installation

If more memory is needed for your computer, or at your request, MERIT will recommend what to purchase. After you have purchased it, MERIT will install the memory for you.

Computer Purchase Consultation

If you are in need of a new computer, MERIT will help assess your computing needs and offer recommendations to best meet those needs.

Computer Repair

MERIT will make repairs on computers purchased with School of Education funds. We do not support personally owned devices. For most hardware repair requests, we utilize the warranty on your device and pursue repairs through the original manufacturer or DoIT. Depending on the repair(s) required, we may complete the work in house.

Local Printer Installation

MERIT will connect your local printer to your computer at your request.

Network Printer Installation

MERIT supports a number of network printers throughout the School of Education. Please talk with your departmental admins to determine what printers you should use and then contact us for help installing the printer on your device.

Peripheral Device Installation

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

Peripheral Device Purchase Consultation

MERIT will help assess your computing needs and recommend peripherals for purchase.

The MERIT Help Desk is the School of Education’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

Due to factors including geographic location, staffing numbers, concurrent support requests, or timing issues, in-person support may not be possible. In cases where we can’t meet with you in person, we will utilize real-time remote support software called Bomgar to connect to your computer and assist you.

Request Tracker (RT) Ticketing System

MERIT uses a ticket tracking system called Request Tracker (RT) to document and track help requests, support efforts, and customer communications.

Walk-in Computing Help

MERIT accepts help requests in person at our IT Service Desk located in MERIT library.