Technical Support Services
TSS is comprised of three areas: the IT Helpdesk, Desktop Support, and ResNet. While individual areas, they all work together to assist clients in resolving any technology issues they may encounter. Whether it is a simple question or a more complex issue, please allow us the opportunity to assist you with all of your technology needs.
Desktop Support provides assistance with issues related to desktop software, computers, printers, projectors and similar equipment that cannot be resolved remotely by the Helpdesk. Services include hardware and software maintenance for both PC and Macintosh systems, hardware replacement and upgrades for faculty and staff computers, printer and projector repairs, and the installation and configuration of University supported software. Desktop Support also maintains purchasing information for supported University computer systems, as well as for the personal purchase program which provides discounts for computers bought by faculty, staff and students for personal use. Additionally, consulting services are available to help determine the appropriate desktop, notebook or handheld computer configuration needed to meet the needs of departments or individual faculty or staff members.
The IT Helpdesk serves as the initial point of contact for technology support and provides the first level of response for technology related problems and questions. Assistance may be requested either through an on-line form or by calling 270-745-7000. In many cases when you call the Helpdesk, a consultant will be able to resolve your issue while you are on the phone, but in some instances it may be necessary to escalate your request to the appropriate area within IT for resolution. In either case, the consultant will work with you to gather the information needed to answer your question or help diagnose the issue you are calling about. The Helpdesk is staffed during normal university business hours, as well as extended evening and weekend hours, and stands ready to provide support for a wide range of campus technology services.
ResNet is a network and computer support service available to all Western Kentucky University students. Provided services include hardware diagnostics and repair, software troubleshooting, network support, virus and spyware removal, and system rebuilds. The ResNet office is staffed during normal university business hours. Service may be obtained by contacting the IT Helpdesk, or coming to the ResNet office located on the third floor of Mass Media and Technology Hall.
For Fall 2013, the IT Division implemented a new online service request system allowing you to report problems and seek assistance online.
The 2013-2014 academic year's free lab print allocation is available to use beginning August 12.
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