Help Desk & Getting Help
The Help Desk provides a single point of contact and tier-one assistance for faculty, staff and student:
- Providing Campus-wide information announcements regarding computer service related issues
- Logging IT-related service and support requests into a departmental Help Desk tracking package
- Escalating support and service related issues as needed
- Monitoring and reporting service-related trends
Support Service Technicians provide tier-two desktop computing support and service which includes:
- Performing diagnostic assessment, warranty service and repair of 750 campus-owned computer systems, peripherals, and software
- Performing the installation, configuration and delivery of College owned computer hardware and software
- Providing end-user and operational training for College supported applications
- Conducting research and documentation on support related issues, emerging technologies and campus services
- Managing asset inventory services
Reporting Issues
When reporting a computer problem or printing supply need to the Help Desk, please include the following information:
- Your name and extension
- If system being reported is in a lab or classroom, provide the name of the Public Lab, Residence Hall Lab, Computerized Classroom
- If lab or classroom system, provide Computer # (see label on top of computer)
- Complete description of the problem and/or any error messages
Dorm Room Personal Computer Problems (Students Only)
ITS Staff provide very limited personal computer support for students, these include but are not limited to:
- Basic recommendations on how to solve various computer-related problems you may experience with the computer in your dorm room
- Referral to local computer repair shops or ASC students who are able to provide similar services
- Troubleshooting and resolution of any network-related hardware or service problems
- Attempt to recover data from damaged flash drives if the flash drives are brought to the ITS Help Desk
ITS Staff can not:
- Install/reinstall any hardware or software for you
- Repair any non-network-related problem
- If you are not sure, call the ITS Help Desk, x5487