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Desktop Support Services

The OIT Desktop Support team offers technical support for managed clients. We troubleshoot technical issues that cannot be resolved by the Help Desk.  Additionally, we work behind the scenes to ensure that our clients have a stable, efficient computing environment.

Getting Help

Contact the Help Desk

One of our analysts will help you with your issue. The Help Desk is open Monday -Friday from 8 am – 7 pm, Saturdays & Sundays from 12 pm – 4 pm. Closed on university holidays.

If your issue needs to be escalated, the Help Desk will create a support ticket for Desktop Support. A Desktop Support Analyst will contact you by phone or email as soon as possible. For more information on our response times, please consult our Support Policies page.

Managed Departments

Check to see if you are in one of OIT’s managed departments.

Local IT Support

If you are not in one of OIT’s managed departments, check the Campus Help Desks for local IT support.

How Requests are Processed

  1. The request is received.
  2. A support ticket is generated and assigned to the Desktop Support group.
  3. An email is sent notifying you that your ticket has been created.
  4. A Desktop Support Analyst responds.
  5. Once the Analyst has resolved the issue, the ticket is closed, and an email is sent notifying you of the closure.

After Hours Assistance

Outside of normal business hours (Monday through Friday, 7:30 AM to 5 PM), and on Holidays, the Help Desk will create a ticket for response the following business day.

If your issue is an emergency, please tell the Help Desk what department you are from and that you require immediate Desktop assistance. The analyst will take your number, open a ticket, and contact a Desktop Support Analyst to return your call within 4 hours.

Support Policies

When you should expect a response to a support request?

Desktop Support Price List

ServiceCurrent RatesRate Type
Desktop Support Services$588/pc/yearRecharge
Desktop Support Services (hourly)$63/pc/yearRecharge

Service Requests

Access Requests

New network account, options for network folder access, and an email account form for managed clients.

Order Hardware

OIT managed clients, place an order for computers and monitors.

Standards and Recommendations

OIT has created a list of hardware, software, and device standards and recommendations.

Software Standards

In order to provide a high-level of service, we have implemented a set of software standards.

Hardware Standards

These hardware standards allow us to provide a higher level of service to our clients, as we are able to ensure compatibility and interoperability for everyone.

Managed Standards

OIT uses remote computer management tools to provide efficient service and increase security for university-owned Windows and Apple computers.

Mobile Standards

Smartphone devices have become a key technology for meeting everyday workplace needs. Learn more about our focused approach to smartphone support.

Support Tips

Software Through BigFix

Use the BigFix Portal to request specific software to be pushed directly to your computer without needing to contact OIT.

Backup your laptop computer

For OIT managed laptops, you can now easily backup your Documents and Desktop folders to our servers even when you are on the go.

Microsoft Windows 11 Migration

We will start deploying Microsoft Windows 11 on OIT-supervised machines before Windows 10 support ends in October 2025. Learn more about the migration.

Updated on
October 13, 2023