Resources for Current Students, Faculty, and Staff

The IT Department has limited hardware services available.  You can bring your device to the Help Desk.  The Help Desk will attempt to diagnose the issue and let you know if the repair can be done by PC personnel or refer you to a third-party location for service.

Note: If your hard drive becomes corrupt or unreadable, IT will be unable to recover your files.  It is always a good idea to have a backup of all your files.

 

The Help Desk can perform the following:

Service computers for preventable and corrective maintenance.

Diagnose hardware problems.

Show students/faculty/staff how to configure their computers for Windows Updates.

Help connect laptops to wireless network.

 

The Help Desk cannot perform the following:

Troubleshot/fix personal-owned printers.

Support/fix devices with liquids spilled on them or fraying/damaged power cords.

Do repairs on most hardware, nor do installations on student-owned computers.  For example, we cannot order parts, perform motherboard troubleshooting, or repair laptop screens.  The IT Department can refer students to local computer shops that can assist with such repairs.  See Local Computer Service Technicians list below. 

Computer CPR

Expetec Of Aberdeen

WDC Services

Redi Tech of Aberdeen

All tickets submitted trough the help@presentation.edu ticketing system are given a priority rank based on impact.  Please see the below matrix as to when you can expect a resolution to your ticket. 

 

	Critical Priority 1	High Priority 2	Medium Priority 3	Low Priority 4
Target Response Time	Same Day 24x7	1 Business Day	2 Business Days	3 Business Days
Examples may include, but not limited to…	-School network down -LMS (currently Moodle) down	-Malfunctioning equipment -Current faculty, staff, and students with no access to computers, software, etc.	-Password re-set -Installing new equipment and cabling	-Non-time sensitive issues -Name changes