Tech Desk & Support Options

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For Summer 2024 the St. Paul Walkup Desk will be closing at 5pm on weekdays. We acknowledge that this is a difference from previous years and we hope to not cause anyone great inconvenience. If you need in-person service in St. Paul after 5pm on a weekday please ask us ahead of time and we may be able to find a different way to accommodate you if your need is not later then 7pm.

 

You can get support for your technology requests/issues 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.

  1. Go to our Remote Support portal
  2. 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:

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.

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.

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.

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. 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.

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.

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


O'Shaughnessy-Frey Library: First Floor Reference Desk

Minneapolis Campus


Terrance Murphy Hall 203B

Current Hours:

  • Monday through Friday:  8:00 a.m. to 5 p.m.
  • Saturday: Closed
  • Sunday:  12 p.m. to 5 p.m.

Current Hours: 

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

Details

Details

Article ID: 106674
Created
Mon 5/4/20 10:58 AM
Modified
Tue 5/28/24 7:30 PM