You can get support for your technology problems through a variety of ways.
What to Include in Your Request:
The ingredients for quick problem resolution are when you are prepared to provide extensive detail and information regarding: a description of the problem, the date and time it occurred, any error messages you may be seeing, the location this occurred (on campus, off campus, a specific building, etc.), screenshots (if possible).
We also suggest keeping track of your ticket number so that we can quickly check the progress and status of your support request.
Chat and Remote Support
ITS uses BeyondTrust (formerly "Bomgar") to provide chat and remote support assistance for faculty, staff, and students.
- Go to our Remote Support portal
- Use the "Issue Submission" section to initiate a support session. If you are unable to connect with a support representative, please call the Tech Desk for assistance.
Chat and Remote Support is available during the following times:
Summer 2021 Hours:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
Fall 2021 Hours: (starting 8/29)
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
Call the Tech Desk
Our representatives are happy to assist you in resolving your requests in a timely manner.
Call the Tech Desk at 651-962-6230 for over-the-phone support. Our Tech Desk call center is open during the following hours. Voicemail is not regularly monitored during off-hours.
Summer 2021 Hours:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
Fall 2021 Hours: (starting 8/29)
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
Note: If we are unable to resolve issues for laptops, mobile devices, or game consoles via phone, email, or remote support options, ITS may ask that you make an appointment to bring them in person to our walk-up desks located on both campuses for troubleshooting.
Email
Our representatives are happy to assist you in resolving your requests in a timely manner.
Email the Tech Desk at techdesk@stthomas.edu for email support. Our Tech Desk is open during the following hours during which emails will be processed. Email is not regularly monitored during off-hours. Please be aware that if you have a time sensitive issue you should contact us via phone for more urgent assistance. Emails will likely experience a longer response time than Phone or Chat during operational hours.
Summer 2021 Hours:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
Fall 2021 Hours: (starting 8/29)
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
Walk-up Assistance
We provide technical assistance through our Tech Desk St. Paul and Tech Desk Minneapolis walk-up counters located on both of our campuses.
| Tech Desk St. Paul |
Tech Desk Minneapolis |
|
St. Paul Campus
***NEW LOCATION***
O'Shaughnessy-Frey Library: First Floor near the Reference Desk
|
Minneapolis Campus
SCH 300
|
|
Fall 2021 Hours:
- Monday through Thursday: 8:00 a.m. to 10:00 p.m.
- Friday: 8:00 a.m. to 5:00 p.m.
- Saturday: Closed
- Sunday: 10:00 a.m. to 10:00 p.m.
|
Fall 2021 Hours:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
|