Portal:Getting Help

From CIT Wiki

Getting Help Portal The CIT Help Desk provides software support for all types of computers and hardware support for under-warranty, Macintosh computers of all stripes and the HP Business line computers sold in the Technology Store. Not sure if your computer fits that description? Give the Help Desk a call and we can give you further assistance. Below you'll find basic information on tips and tricks to get your hardware going again and what to expect what you bring your computer to CIT for help.

What to Expect

When you stop by the CIT Help Desk in either of our locations, you can expect that you will be treated in a courteous, professional manner, and one of our analysts will try to resolve your problem as quickly and efficiently as possible.

What the Help Desk Analyst Will Need to Know

The Help Desk Analyst will first ask for your name, contact information and what type of computer you're using. You will then be asked to describe your problem in as much detail as possible. Helpful details that you can provide include:

• Type of Problem: This term refers to the particular area that you are currently experiencing a problem in. For example: hardware issues where your computer is not turning on with no lights at all; software issues where you are unable to use a particular feature of Microsoft Word, and network issues where the whole site is unable to connect to the internet.
• Detailed Problem Description: A detailed problem description includes not only the problem itself, but any error messages or changes that may have preceded the problem. Also, any troubleshooting steps that you have undertaken to resolve the problem should be provided as well.
• Equipment Serial Number: Serial numbers on HP laptops are typically on the bottom; Macintosh laptops have serial numbers inside the battery bay. If you're a faculty or staff member, your computer likely has a label applied to the outside on which is printed the serial.

Checking In Your Computer

If the CIT Help Desk determines that your computer requires support that cannot be provided quickly, you'll be asked if you want to check your computer in for further diagnosis and evaluation by our maintenance technicians. A $30 diagnosis fee is assessed for computer that are checked in. If your computer requires new parts to be installed, this charge will also be applied for each additional hour of labor.

Awaiting Repairs

Computers will be serviced in the order they are received and according to the severity of the problem (e.g., an entirely nonfunctional computer will be repaired before a computer that requires a keyboard cleaning). CIT makes no guarantees about turnaround time of the computer but we recognize that you depend on your technology and strive to return equipment as quickly as possible.

Picking Up Your Computer

CIT will notify you, usually via email, about the completion of repairs on your computer and what the total cost of the repairs is, if applicable. Any labor or parts fees assessed on your computer are due when you return to the Help Desk to pick up your equipment.