You can get support for your technology requests/issues through a variety of ways.
Professional Conduct Reminder
We kindly ask all members of the University of St. Thomas community to engage with Tech Desk support agents in a courteous and professional manner. Our team is dedicated to assisting you with your technology needs, and respectful communication helps ensure efficient and effective service for everyone. Thank you for your cooperation and for helping us maintain a positive support environment.
Account related Requests/Issues:
If you need password assistance, MFA help, help with claiming your account, or need to receive your account info then we will need to thoroughly verify your identity.
- All faculty, staff, and student workers (XST accounts) - will be required to verify identity by visiting one of our walkup desks or by video call where you show your face and photo ID on camera (usually on Zoom and initiated through a call or chat to Tech Desk).
- You will be required present your face and your University photo ID
- Government IDs and Passports will also be accepted
- No copies or photos of ID
- Name and face on ID must match name on file and face of presenter
- Students - may be required to verify identity in-person or through video call.
- We may be able to offer more flexible identity verification options for users with a student-only role at the University.
The fastest ways to get account support are to call us at 651-962-6230 or visit one of our convenient campus walk-up locations.
- If you are unable to call in to the Tech Desk or come to one of our walk-up locations, then the easiest ways to get help and verify your identity would be by either:
- Chatting with us and requesting a video call
- Providing us the phone number we can reach you at (and a variety of days/times you might be reached).
- We are able to call out to you at long-distance and international phone numbers
- We may be able to call you through WhatsApp if requested
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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 generally available during the following times:
Current Hours for Chat:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Call the Tech Desk
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.
Current Hours for Phones:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Email
Email the Tech Desk at techdesk@stthomas.edu for email support. 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 even during operational hours.
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).
Current Hours for Email:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Walk-up Assistance
We provide technical assistance through our Tech Desk St. Paul and Tech Desk Minneapolis walk-up desks located on both of our campuses.
| Tech Desk St. Paul |
Tech Desk Minneapolis |
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St. Paul Campus: O'Shaughnessy-Frey Library First Floor
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Minneapolis Campus: Terrance Murphy Hall 203B
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Current Hours:
- Monday through Thursday: 8 a.m. to 7 p.m.
- Friday: 8 a.m. to 5 p.m.
- Saturday: Closed
- Sunday: 12 p.m. to 5 p.m. (some services not available)
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Current Hours:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Tech Desk services will be unavailable starting Wednesday, December 24th through Sunday, January 4th while the University is closed in observation of the holidays. We will re-open for regular hours starting Monday, December 5th.
To find self-help during this time, you can try out our AI search or browse our articles in the ITS knowledgebase in Tommie Tech Services:
- Ask our AI Tech Help Search by clicking here, checking the box next to "I Understand", and clicking the "Try Tommie Tech AI Search" button
- To learn more about this exciting new tool read here
- Search our Knowledge Base for common questions and to report an incident or request help related to St. Thomas technology services.
If you would like to make a request or report an issue during this time, feel free to leverage one of the methods described below so technicians can get back to you as they become available when the university reopens:
- Search our Service Catalog to report an incident or request help related to specific St. Thomas technology services.
- Call the Tech Desk and leave us a voicemail including your full name, phone number, and a description of your request or issue in is much detail as possible.
- Email the Tech Desk including your full name, phone number, and a description of your request or issue in is much detail as possible.
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