skip to main content columnskip to left navigationskip to horizontal navigation

Information Technology Services

East Tennessee State University

Help Desk Services

Help Desk iconHelp Desk Services

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.


 Malware/Virus Removal

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.


 Password Resets

You can reset the password online at ETSU Activate 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.


 Remote Assistance

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.


 Student Software Support

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.


 Technical Help Services

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.


 Windows Updates

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.


 Wireless Access Troubleshooting

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.


Service Catalog


Advanced Computing

Alert Us


Automated Call Direction (ACD)

AV Equipment Loan 

Banner Document Management System (BDMS)

Banner INB

Banner Programming/Reporting

Cable TV


Campus Multimedia Support

Central Authentication Services (CAS)

Computer Labs

Computer / Printer Installation

Computer / Printer Repair

Computer / Printer Troubleshooting

Computer Purchasing Consulting

Computer Replacement

Computer Support

Computing Accounts

Conference Phone Line

Content Management System (CMS)

Copier / Printer Setup

Crowdfunding for Research

Custom Programming Projects

Desire2Learn (D2L)

Desire2Learn (D2L) Training

Data Management

Data Recovery

Departmental Accounts

Directory Faculty / Staff / Student

Domain Name System Updates


eBucs Training

Electronic Forms (Dynamic Forms)

Electronic Governance & Accessibility

Equipment Loan

ETSU Email

Faculty Technology Leadership

Faxing and Fax Machines

Firewall – Request Firewall Exemption



GoldLink Finance Account

Guest Accounts


Hosting and Colocation

Inquiry Support

Instructional Design Support

Instructional Television (ITV)

ITS Design and Installation Standards

Lecture Capture

Lightweight Directory Access Protocol (LDAP)

Long Distance

Malware / Virus Removal

Marketing Campaigns

Marketing Consulting / Strategy

Mobile App

Multimedia Classroom List

Multimedia Classroom Support

Multimedia Classroom Training

New ETSU Account

Office 365

Online Course Development

Online Faculty Support


Password Resets

Plagiarism Detection

Printing, Student

Project Management

Remote Assistance

Repurposed Computers

Request Remote Desktop Gateway

Request VPN Access 

Research Computer Support

Research Grant Help

Security Cameras

Security Software

Security Training

Server Administration

Server System Monitoring

Software Installation

Software Training

SSL Certificates

Static IP Address / DHCP Reservation – Request

Student Printing

Student Response System

Student Software Support

Technical Help Services


TN eCampus

Toll Free Phone Numbers

Two-Factor Authentication (2FA)

Vendor Accounts

Video Captioning Support

Video Conferencing

Video Creation


Web Conferencing

Windows Updates

Wired Network Access - Request

Wireless Access Troubleshooting

Wireless Network Access

Wireless Network Access - How to Connect 


icon for left menu icon for right menu