Help Desk Services
This page describes services provided by ITS Technology Support Center including equipment guidelines and supported software.
Related Links
This page lists the services that the ITS Help Desk offers through walk-in, phone, email and chat. Some services are only available if you come into our office as a walk-in customer. If you have questions about the best way to contact us for your particular situation, please give us a call and a consultant will be able to direct you.
Personally Owned Equipment Service Guidelines
In addition to ethics policy limitations, the ITS Help Desk does not have the capacity to accept and repair computers or hardware components that are not owned by the University of Illinois Springfield. With the limitation above in mind, here is list of services we can provide to personally owned computers:
- Installation of McAfee Antivirus
- Installation of Anti-Malware Software
- Scanning for Viruses and/or Malware
- Wireless and Network installation and configuration
Note: ITS and the University of Illinois are not responsible for any damage or loss of data incurred during servicing of equipment not owned by the University of Illinois Springfield.
Those who need help repairing their personal computers can contact outside businesses, a few local PC repair businesses and their contact information is listed below (NOTE: This list is in no particular order and the ITS Helpdesk does not endorse or recommend any business over another)
(list of PC repair locations)
Services Available by Walk-in Only
To use the following services, visit the ITS Help Desk in Room 110 Health & Sciences building (see Contact Information for directions).
CD and media distribution
- Antivirus, Wireless, & Utilities CDs (Students, Faculty & Staff)
Phone/PDA configuration
We can assist with configuration of UIS email via ActiveSync or Blackberry Internet Service, as well as wireless connection setup (dependent on device capabilities).
VPN & Wireless troubleshooting
In person, the Help Desk will assist with VPN, AnyConnect, and Wireless configuration and troubleshooting on laptops. Those with desktop computers can receive assistance through phone or email or a technician will be sent to on-campus locations.
Services available by walk-in, phone, email and chat
ITS services support
The Help Desk will assist with issues pertaining to ITS services, such as login and access problems, questions about features and general troubleshooting. Please be aware that problems that are caused by issues on your computer are best answered by phone when you are sitting in front of your computer.
Help Desk Supported Software assistance
For a complete list of supported software, see the Help Desk's Supported Software list.
Other Services
The following services are performed in our offices for computers and other hardware owned by the University. We do make office visits when appropriate, and are available to pick up and deliver computers that we service.
(Except when noted all services below are available ONLY on University of Illinois owned equipment)
PC Setup
We setup all new and reassigned PC’s. Setup includes configuration for the UIS network, supported software installation, connection of supported peripheral devices and transfer of data from your old computer (when appropriate).
PC Repair
PCs usually need to be repaired for two reasons, which are discussed separately below. PC repair usually entails Data Recovery and Backup (see below).
Malware Infection
Computers that are infected with malware are not broken but often become unusable. We can restore the computer to a working state through different measures, but in many cases we will need to bring the computer to our office.
- Hardware Failure
The TSC provides full repair services to computers which are under warranty. For computers that are not under warranty we can provide diagnosis and replacement of components. Replacement components must be purchased by the department which owns the computer.
- Data Recovery and Backup
If necessary, we perform data backup and recovery services for computers that we service. For failed hard drives and in cases of extreme infection, data recovery is not always possible, but we will give it our best effort.
For more information, please read our Data Migration Policy.
Printer Support
We provide setup, connection and troubleshooting support to both laser and inkjet printers that are either network or locally connected. Depending on the issue we may refer you to a private company for service.
Fee-based Services
There are several services available to current UIS faculty & staff that require a chargeback for the license or the cost of the service. A complete list of these fee based services can be found on our ITS Fees webpage.