The ITS Help Desk should be your first point of contact for technical assistance. Contact the Help Desk by sending an email to firstname.lastname@example.org or calling 828.251.6445. The ITS Help Desk will be available by phone Monday thru Friday during the hours of 8 am - 5 pm. Email monitoring will be used to assist users after hours and on weekends as available. Voicemails left after hours and on weekends will be returned the following business day.
The ITS Help Desk Self-Help Portal is also available 24 hours a day, 7 days a week. The self-help portal will allow you to request assistance from ITS via a simple web form.
For Faculty and Staff
ITS offers technical support to faculty and staff with university-owned computers, peripherals, and software. Technical support is assistance with computer hardware and/or software that is not functioning correctly. Technical support is not training nor is it advice on application use. It is incumbent upon each individual to be knowledgeable about and familiar with the software they need to perform their job duties. Personal equipment cannot be serviced by ITS.
How to get help
First, contact the ITS Help Desk. Depending on the nature of your inquiry we may be able to help you over the phone or we may need to create a service ticket for you. A service ticket is created to track your issue and ensure that it doesn't "fall through the cracks". When a ticket is created you will receive an email with a link to your service ticket. You can log into the ITS Help Desk Self-Help Portal at any time to check the status of your tickets.
An ITS staff member will be assigned to your ticket and will contact you within 24 hours (one business day) of the time your ticket was created. If the issue you are reporting effects many people or is a work stopping issue we will prioritize your ticket accordingly. When we believe we have "fixed" your issue the ticket will be closed and you will receive an email confirming that we have completed work on the ticket along with a link to a satisfaction survey. If you feel that your issue has not been resolved, please contact the Help Desk with your ticket number so that we can re-open the ticket for you and follow-up.
Student Technical Services (STS)
Student Technical Services provides free, basic software technical support to all UNC Asheville students. STS is staffed by UNC Asheville students and mentored by Information Technology Services staff. Typical services provided by STS include assistance in removing malware/viruses, help connecting to the campus wireless network, and troubleshooting operating system and application problems. STS does not provide hardware support. If STS determines that your issue is hardware related we will refer you to a local repair shop or your computer's manufacturer/vendor for warranty support.
The STS Service Center is located in Ramsey Library, room 118 (in the main lobby behind the "Research and Technology" Desk). While classes are in session, STS Technical Assistants are available
- Mon. and Tues. 10 a.m. - 9 p.m.
- Wed. 10 a.m. - 5 p.m., 5:30 p.m. - 7 p.m.
- Thurs. 10 a.m. - 7:00 p.m.
- Friday 10 a.m. - 5 p.m.
- Saturday 10 a.m. - 6 p.m.
- Sunday 1 p.m. - 7 p.m.
STS also offers assistance on a per-appointment basis for more complex problems. You may contact STS at 828.232.4991, email@example.com, or on Facebook.
Get assistance with connectivity in the residence halls here.
Last edited by firstname.lastname@example.org on November 5, 2012