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

ITS Help Desk

Walters, Ground Level

Phone: 404.471.5487
Email: ITSHelp@agnesscott.edu 
Hours:
8:30 am - 4:30 pm, Mon. - Fri.
Voicemail or email contact, 4:30 pm - 8:30 am
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