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Support for Off-Campus Users

Support for Non-University Owned Equipment

If you are using a computer (desktop, laptop), tablet or smartphone which has not been purchased by the University, we are unable to provide any remote support. This is because the University has no authority over these devices and our personnel are unlikely to be familiar with their configuration or operation in the same way as they would for a typical University-owned device.

We would of course attempt to resolve any problems which lie with the University systems being accessed such as your email account, Blackboard or portal accounts.

Students who need help with their personal devices should visit the Student Computing Support Center in the basement of Stalker Hall.

Faculty/Staff who need help configuring their smartphones should contact the OIT Help Desk at 237-2910 to schedule an appointment with their area Consultant.

Support for University Owned Equipment

If you are using a computer (desktop, laptop) tablet or smartphone purchased by the University, we will attempt to resolve any problems you are having. The support we are able to provide you off-campus is limited to using our remote access tools, during regular business hours, to check the device and to make configuration changes if this is necessary to resolve the problem.

However, if the problem diagnosed is with a connection or equipment over which the University has no authority – such as a broadband router supplied by an ISP or other 3rd party, or if you are using someone else’s IT network e.g. wireless in an internet café or employer’s corporate network, then we would be limited in (a) being able to diagnose the problem and (b) being able to make any changes. Under these circumstances we would need to refer you to the relevant authority for additional support.

In order to overcome complex or unidentified problems we may advise that University-owned equipment is returned to campus for diagnostics. All efforts will be made to retain university data. You should ensure that a backup copy of any personal data or applications present on the device is carried out beforehand as we cannot guarantee to be able to preserve or reinstate these.

To initiate support for an off-campus computer contact the OIT Help Desk at 237-2910 (or IT-Help@indstate.edu) so that a work-order describing your problem can be created and routed to the appropriate technician. That individual will then make arrangements with you to initiate a remote session to the computer in question.

After-Hours Support

The OIT Help Desk is available until 10pm M-Th and can troubleshoot basic problems. There is currently no mechanism for providing advanced remote support after normal business hours. E-mail left with the OIT Help Desk will be dealt with first during the next business day and you should be contacted by a technician shortly thereafter. You can find information about our operating hours by visiting the Hours of Operation tab at the top of this page.

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Contact

Gillum Hall 103
Indiana State University
Terre Haute, IN 47809

Help Desk:
(812) 237-2910
(888) 818-5465

Offices:
(812) 237-8439

E-mail:
it-help@indstate.edu