The ITS Help Desk is located on the first floor of the Sherrod Library and is available to assist with a variety of technical questions and problems. Students, faculty, and staff can receive assistance over the phone, through email, by visiting the Help Desk directly or through web chat. Many problems can be resolved immediately by Help Desk staff members, but anything requiring more attention will be escalated to the proper ITS group or staff member.
Students experiencing problems with malware or a virus on their personal computer can bring their computer to the Help Desk for assistance. Staff and faculty members who have malware or virus problems on their desktop computer should contact the Help Desk for assistance.
You can reset the password online at the Account Activation & Password Reset page. You will be asked for your E number, the last four digits of your SSN, and your birth date. Once you provide your credentials, you will be presented with the list of your personal phone numbers and email addresses that the University has on record. You will choose either a phone number or email address to complete the second step of verifying your identity. A verification code will be sent to the selected phone or email. You will then enter the verification code into the website. You will be able to change your password.
To help troubleshoot technnology problems, the Help Desk staff can gain remote access to laptops and desktop computers to enable them to experience any issues firsthand. The end user must give verbal permission and also click to accept the electronic request when sent from the Help Desk. Contact the Help Desk for further information or assistance.
ITS Help Desk staff members can assist with the majority of computer software programs installed on campus lab computers, including assisting with the installation and usage of Microsoft Office 365 products on personal devices. Help Desk staff members can only answer basic questions and provide standard troubleshooting assistance. They will not assist with answering, researching, or otherwise completing homework assignments for students. Staff and faculty who need training or more detailed information should contact the Academic Technology Services department in ITS.
The ITS Help Desk can assist with a variety of technical questions and services. Students, faculty, and staff are encouraged to contact the Help Desk first if they have a technical problem or questions. ITS works with a 24-hour service to provide assistance outside of normal operating hours. Additionally, ITS staff members are on-call at all times to provide immediate or emergency assistance. The ITS Help Desk website has a variety of help and contact information.
ITS reviews Windows operating system updates as they are released from Microsoft. Help Desk staff determine if individual Windows upgrades should be deployed. These updates are initially deployed to a group of test computers on campus. The upgrades are made available to all campus computers after being reviewed by the test group. Contact the Help Desk with any questions or concerns about Windows updates.
The ITS Help Desk provides wireless access assistance for all faculty, staff, and students using the ETSU wireless network. The ITS Help Desk Network webpage contains information to assist in troubleshooting. ETSU users should contact the Help Desk if they are still unable to connect to the wireless network.