Tech Desk & Support Options

Tags techdesk

You can get support for your technology problems through a variety of ways. 

NOTE: Due to COVID-19, walk-up services are limited to issues that cannot be resolved via remote methods. Please contact us first to allow us to assist you through Remote Support. If you must visit a walk-up location, we ask that you make an appointment before visiting so that we can be prepared to address your need as efficiently as possible. 

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.

Click here to go to our Remote Support portal. Use the "Issue Submission" section to initiate a support session.

Chat and Remote Support is available during the following times:

Fall 2020 Hours -- Beginning Tuesday, September 8:

  • Monday through Friday:  7:00 a.m. to 7:00 p.m.
  • Saturday:  8:00 a.m. to 4:00 p.m.

If you are unable to connect with a support representative, please call the Tech Desk for assistance.

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 regularly monitored during off-hours.

Fall 2020 Hours -- Beginning Tuesday, September 8:

  • 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 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.

Fall 2020 Hours -- Beginning Tuesday, September 8:

Monday through Friday: 7:00 a.m. - 7:00 pm
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.

NOTE: Due to COVID-19, walk-up services are limited to issues that cannot be resolved via remote methods. Please contact us first to allow us to assist you through Remote Support. If you must visit a walk-up location, we ask that you make an appointment before visiting so that we can be prepared to address your need as efficiently as possible. 

Tech Desk St. Paul Tech Desk Minneapolis

St. Paul Campus
OEC LL08

Minneapolis Campus
SCH 300

Fall 2020 Hours -- Beginning Tuesday, September 8:

  • Monday through Friday:  8:00 a.m. - 6:00 p.m.

Fall 2020 Hours -- Beginning Tuesday, September 8:

Monday through Friday:  8:00 - 6:00 p.m.

Details

Article ID: 106674
Created
Mon 5/4/20 9:58 AM
Modified
Mon 9/7/20 12:47 PM