Tech Desk & Support Options

Tech Desk services will be unavailable Friday, July 4th while the University is closed in observation of Independence  Day. We will re-open for regular hours starting Saturday, July 5th.

To find self-help during this time, you can try out our AI search or browser our articles the ITS knowledgebase here 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
• 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:

• You can submit a ticket directly to our ITS Service Teams through the ITS Service Catalog in Tommie Tech Services. You will likely receive the fastest technician response by submitting a ticket directly from the Service Catalog for the appropriate Team.
• 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.

We will process or review emails received during the closure when we open again.
 

You can get support for your technology requests/issues through a variety of ways.

• 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 Service Catalog and Knowledge Base for common questions and to report an incident or request help related to St. Thomas technology services.
• Chat with a tech for remote support (more info)
• Call the Tech Desk 
• Email the Tech Desk (more info)
• Visit a walk-up location

Account related Requests/Issues:

If you need password assistance, MFA help, or help with claiming you account of verifying your account info we will need to thoroughly verify your identity. The fastest ways to get support for this 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

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.