Printer Support Policy

Background & Scope

This policy establishes a baseline support model for printing provided to the faculty, staff, and grad students in the Poole College of Management departments, units, and programs.  This policy will provide information and guidelines for what level of support users should expect for various printers and copiers.

For this policy, we group devices into three types of categories:

• Shared College Provided Multifunction Printer (MFPs) and Copier- MFPs and Printers purchased or leased by Poole College, fully supported by the IT department, located throughout the college in shared locations intended to be available as a resource to the entire faculty, staff, and approved guests of Poole College
• Office/Personal Printers- Printers located in individual offices, not intended to be shared with multiple users. These are small desktop models that can be connected directly to a computer via a USB cable or registered on the network. 
• Wolfcopy/Wolfprint- Printers are located in shared locations specifically for undergraduate students and are supported, managed, and maintained by OIT/Wolfcopy. 

Information about purchasing printers and necessary supplies is also included in this policy.

Shared College-Provided Multifunction Printers (MFP) 

The Poole IT team manages access and Fully Supports ALL Shared college-provided (purchased or leased) multi-function printers as defined below. 

Effective February 23, 2023, our multi-function printer service provider is Sharp Business Systems (replacing the previous leased provider Xerox and OIT’s current college-provided multi-functioning Wolfcopy Printers in the shared office/suite locations). All of the Sharp MFPs support a range of capabilities listed here:

• Monochrome printing and color printing
• Automatic feeder tray for scanning and copying
• Printing up to 30/65 pages per minute (ppm)
• Finishing features include online- and offline stapling; the inner folding unit option offers a variety of fold patterns, including tri-fold, z-fold, and others. 
• Built-in walk-up motion sensor automatically detects approaching users and immediately wakes the machine, ready for use within seconds. 
• The email connect feature enables seamless scan-to-email integration with Gmail. 
• Scan speeds up to 280 images per minute with a High 300-sheet duplexing single-pass feeder tray capacity. 
• Scan modes Scan-to-eMail (Scan-to-Me); Scan-to-SMB (Scan-to-Home);
  Scan-to-FTP; Scan-to-Box; Scan-to-USB.
• Enhanced touchscreen with a built-in retractable keyboard.
• Mobile app for printing from IOS and Android devices

Sharp will proactively auto-ship replacement toner to these machines.  

White paper and staples will covered by the college and distributed to each location for the units in their areas.

Colored paper must be purchased through the unit budget by emailing poole_support@ncsu.edu.

We will have Sharp MFPs in the following locations throughout Nelson Hall:

• The college will cover the costs associated with printing/copying for college-related teaching and business purposes.
• Usage of the shared college-provided MFPs for personal or non-university-related business is prohibited. 
• Large-scale color copying for external purposes (events, roundtables, exec ed, initiatives, etc.) should be charged to the respective initiative and factored into the budgeting for that event.

• Additional printers will be provided for the units listed below outside of Nelson Hall; however, they will only be available for shared use in those units. These units should order paper and toner by emailing poole_ithelp@ncsu.edu . This will be charged to the IT budget.
  • Brooks Ave
  • Hillsborough Bldg
    
• College-provided shared MFPs are Fully Supported.
  • All Poole College computers are configured to connect to the shared college-provided MFP’s. (Defaulting to Duplex and B/W printing).
  • The Poole IT service desk team will troubleshoot and support any technical issues related to printing to the shared college-provided MFPs.
  • Sharp provides hardware support and any issues related to printer malfunctioning.
    • The Poole IT team will be the first point of contact to troubleshoot any printer malfunctions. If you experience any technical issues, you can seek help from the Poole IT service team. 
    • Issues that cannot be resolved will be escalated to Sharp for on-site support by the Poole IT team. 

Office/Personal Printers

• Office/personal printers are provided with LIMITED Support.
  • The Poole IT service desk team will configure and provide instructions for all approved printer purchases using state funds; support includes:
    • Configuration/registration on the wired network
    • Guidance/instructions for installation on University/Poole college-owned devices
  • The Poole IT service desk team does not provide hardware support for office/personal printers, i.e.,
    • Hardware issues (paper jams, parts needing to be replaced, etc.)

The Poole It service desk team will provide an assessment and advice for hardware issues and will make a solid effort to resolve the problems relating to network connectivity.

Wolfcopy/Wolfprint- Undergraduate students only

• Wolfcopy/Wolfprint printers are located in Nelson Hall Exchange Cafe area and Nelson 2400 IT suite for undergraduate student use only. 
• These printers are not available to the faculty, staff, and graduate students of Poole College and are fully supported by OIT.

Purchasing Printers and Printing Supplies

Printers

• Upon approval, All printer purchases must be processed by the Poole IT service desk team or through the Poole Operations team utilizing the MarketPlace e-procurement system; NO purchases can be processed directly online through the consumer website or using University Pcards.
• The following printers have been reviewed and recommended by the Poole IT Team and approved by the Dean’s office for purchase as Office/personal printers. These printers will be reviewed annually by the IT team and leadership. Costs for these printers must be approved by and provided by the unit lead for the individual requesting a printer.
  • Lexmark B2236dw Monochrome Laser Printer with automatic Two-Sided Printing​ 
    • Prints up to 27 ppm (pages per minute) 
    • Automatic duplex printing. 
    • Built-in Ethernet (Printer does have Wi-Fi capability- however, it is not supported on campus)
    • 250 Sheet Capacity Paper Tray. 
    • Recommended monthly volume: 250 to 2,000 pages
    • Built-in scanner with automatic feeder
    • 150 Sheet Capacity Paper Tray
  • Brother HL-L2300D Monochrome Laser Printer with Duplex Printing 
    • Prints up to 27 ppm (pages per minute) 
    • Automatic duplex printing. Prints professional Black and White pages at up to 2400 x 600 dpi resolution
    • Built-in Ethernet
    • 250 Sheet Capacity Paper Tray. 
    • Recommended monthly volume: 250 to 2,000 pages
• To request a printer, please seek help from the IT service team.
  • The Poole IT team will work with you to determine which printer suits your needs and will pass the purchase request to the Operations team for processing.
  • The operations team will request approval from your unit lead and funding source through ServiceNow.
  • Upon approval, once the printer arrives, the Poole IT service desk will schedule a time for delivery and installation.

Printing supplies

• All printer supplies must be processed using the MarketPlace e-procurement system; NO purchases can be processed online through the consumer website or using University Pcards.
  • Paper and toner for office/personal printers must be purchased through the unit budget by emailing poole_support@ncsu.edu