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The University of Tennessee

OIT HelpDesk

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OIT HelpDesk - Knowledgebase / Services / OIT Student Computer Support /
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Virus and/or Compromised Computer Support

TCS is now offering security support for most major operating systems. The below document provides a list of security services that TCS is providing to the university community.

  • Load UT's distributed Anti-Virus program or other virus software program provided by the user.
    1. The customer must supply the original "factory pressed" software and printed license (if it is not the anti-virus program provided free of charge by the University).
    2. The computer must meet the minimum installation requirements of the software.
    3. The computer has to be in good working condition meaning all hardware components should be functioning.
    4. If the software requires certain terms and conditions to be accepted by the customer, then we will provide the customer with a form they must sign agreeing to the terms and conditions of the software package. The form(s) will be kept on file at the OIT Computer Support Service Center for a period of three years.
    5. The customer must sit down with OIT personnel when dropping off their computer so that we can verify the computer is in good working condition and meets the minimum installation requirements of the operating system. Once the check-in process is complete, the customer must either leave their computer in our possession or they may wait and we will do the anti-virus installation while they are still there.
    6. After the anti-virus program is installed, the customer will be required to sit down with OIT personnel and verify that the anti-virus program has been installed and is functioning and that their computer is in good working order.
  • Disinfections and/or Compromised Machines - Best effort
    1. The customer must sit down with OIT personnel when dropping off their computer for this type of problem so that we can try to determine nature of virus/worm/compromise.
    2. The computer has to be in good working physical condition, meaning all hardware components should be functioning.
    3. Once an initial diagnosis is made, the customer must leave their computer in our possession so that we can work on it.
    4. According to the recommendation of the IT Security Group, if the machine has been compromised, then we should reload the operating system. If the diagnosis is the machine has been compromised, then please follow the OS reload chain from here.
    5. If the machine has a virus, then it will be checked in to the Computer Support Team for an in-depth assessment. After the assessment, we will inform the customer of our course of action, which could include either reloading the operating system or using a clean tool to disinfect the virus.
    6. When disinfecting a virus, we will install an anti-virus package (if not already on the machine), install all security patches, and make a best effort to remove any traces of spyware.
    7. After the the work is complete, the customer will be required to sit down with OIT personnel to go over what was done and verify that the computer is in good working condition.


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