Overview
Field Services provides desktop computing support services to the UAA Anchorage campus and metropolitan area UA community. The majority of services are centrally funded and provided at no charge. Select services that are not centrally funded incur a billable labor charge.
As of FY26, AV projects are now included as a billable service. Consultations and discussion and development of scope requirements are not included and continue to be provided at no cost.
Billing for FY26 Field Services work orders will begin in February 2026.
Field Services Central
These services are centrally funded and provided to university departments at no additional charge. Services that do not incur a labor charge are non-urgent in nature and are generally handled on a first-come, first-serve basis. Some requests may be handled in a slightly different order due to the type of problem, geographic location, technician availability or to ensure efficient use of university resources. Services are available to employees of the UA system located in the Anchorage bowl geographic area and employees travelling to this area. Service to visiting faculty, contractors, and other non-UA individuals conducting business on campus is provided on a best effort basis as resources allow. Technician-to-technician support is available to community campuses.
- Desktop technical services provided at the customer location.
- Hardware and software troubleshooting and repair.
- Hardware and software purchase processing, including research and advice, selection, ordering, receiving, and delivery and installation at the customer site.
- Standard set up and imaging for university owned equipment used as part of a student laptop check out program.
- Forensics - Typically requested by General Counsel or Risk Management. Infrequent, but highly time consuming, specialized technical services.
- Warranty work (Dell and Apple).
- Mass computer replacements.
- Secure computer decommissioning.
- Automated software deployments and updates.
- New employee setup.
- University owned mobile devices using the standard configuration.
- Classroom Audio Video and Desktop equipment setup and maintenance.
Rates
Computer Provisioning Fee
$30 per computer
This fee is applied the first time a university computer is provisioned by the Anchorage campus IT Services, independent on how the computer is procured. The following is included in this rate:
- Onboarding computer to the UAA environment, including security compliance and management policies.
- Provisioning and configuration of the computer.
- Initial patching/updating of software.
- Creating asset record for each device.
Billable Labor Rate
$130 per hour
This rate is for applicable for desktop and AV billable labor. Billable services include:
- Immediate service (work stoppage) - Gives the requester the option to pay for immediate service if waiting in a first-come, first-serve queue is not acceptable based on the nature of the issue or other extenuating circumstances. Includes after-hours support, such as emergency requests for the Field Services team that occur after working hours.
- Data transfers between computers – data transfers between computers require significant time and enables unsupported behavior. IT recommends storing data in one of the cloud storage solutions provided by the university or a network drive.
- Computer Labs - A computer lab is billed for services beyond simple software updates deployed automatically. University laptops checked out to students as part of a loan/check out service are not included as a lab.
- Managed Print – Service requests for UAA's managed print workstations and printers. Note that departments are not charged for this work. The Managed Print service incurs these costs.
- Dept. Digital Signage – Service requests for Digital Signage owned by departments. These are stand-alone digital displays which departments own and operate.
- On Site Event Support – Occasionally, on-site support services are requested to support campus events that are not university classes. This includes all event support where a technician is required to be on site before, during, or after an event, including planning meetings for up to 2 hours. Any attendance requirements for meetings beyond 2 hours is billable.
- An event is defined as any special meeting that is not a regular classroom instructional event for university students. Billable time includes the time at the event; any required training provided to event staff by Field Services staff; and any required meeting(s) beyond 2 hours. This does not include dispatch to a room to troubleshoot active AV issues. The minimum billable time is 1 hour.
- Example scenario: An event organizer requests Field Services support at a 4-hour event, with 1-hour of pre-event time, and presence at four 1-hour long meetings. The billable time includes the pre-event time, the event itself, and 2 hours of planning meetings.
- Point of Sale (POS) Support – Provides support for the POS system, which includes hardware support, installations, upgrades, and general maintenance, across the UAA Anchorage campus. This includes both permanent installations and temporary or event equipment.
- Facilities Projects – Usually involve new build-outs and construction, AV design, build, and testing, or moving computer equipment.
- NEW AV Projects – Starting in FY26, AV will be charging for all AV project work on campus, including design, planning, installation, implementation, and testing. A Project is defined as an initiative that requires a re-design and new equipment ordered. Consultations and scope requirements, discussion and development are not included as billable. After the requirements are approved by the client, any additional work is billable for the project.
- Other Projects – These often large and specialized work efforts require major time investments due to detailed analysis, research and planning and usually require several technicians to simultaneously implement. Most have an inflexible timeline and do not fit the first-come/first-serve model.
- Out of Warranty Repairs – Labor charges for hardware repairs performed on a computer that is not covered under warranty.
- Personal Requests – Requests that are personal in nature or on personal equipment.
- Non-standard UA-owned hardware/equipment – Labor charges for hardware or equipment that is not standard UA equipment (Standard Dell and Apple computers).
- Unsupported Software – Software not covered by software assurance/maintenance or not supported at UAA.
Need additional help or have issues
If you’d like more information about billing, please reach out to the UAA Technical Support Center at 907-786-4646 or UAA.techsupport@alaska.edu.
For support, requests may be submitted anytime using the appropriate Computer & Peripherals form. Requests generate a Ticket which will be worked in order received and urgency by UAA Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.