Description
Clients may contact the OIT Technology support Center via telephone at 812-237-2910 for assistance, or they may visit the Walk-In Help Desk at the Technology Support Center in Stalker Hall 009 (lower level).
TSC technicians will gather customer information and machine information, as well as a description of the problem(s) with the computer, and create a Computer Hardware Repair Incident ticket. If the computer is NOT a personally-owned or non-ISU model, the computer is then handed off to the Hardware team for visual inspection, troubleshooting, and repair following manufacturer’s procedures.
If the computer has suffered accidental damage, AND is in warranty, TSC will ship the computer to the manufacturer’s designated depot repair facility for evaluation and/or repair.
For non-ISU approved machines (student-owned, non-ISU models), TSC can provide hardware diagnostics and service recommendations outside of ISU, as needed or requested. OIT cannot repair these machines.
Once repairs have been completed by the hardware technicians and/or manufacturer’s repair depot, the customer will be notified for pickup. If the computer was brought to the TSC by OIT staff member, the respective OIT staff member may deliver the computer to the user.
If the repair involves potential data loss due to hard drive failure and a OneDrive backup was unsuccessful, TSC technicians will attempt to perform a user data backup per the normal location of user data and any additional user’s instructions as noted on the intake form. Any data that may be recovered will be restored to the user folder on the desktop after repairs are completed. Users must confirm their data is restored and sign a form before leaving the TSC. Data backups are not guaranteed and is strongly recommended to backup data to OneDrive before dropping on the device.
Standard Features
TSC hardware-certified technicians will perform a visual inspection and troubleshoot the hardware to the Field Replaceable Unit (FRU) level using manufacturer’s diagnostic tools, for ISU-approved hardware only. Repairs will be performed per manufacturer’s recommendations, using parts provided by the manufacturer.
Repairs for Accidental Damage will be performed by the manufacturer, at the manufacturer’s discretion.
For non-ISU approved machines (student-owned, non-ISU models), TSC can provide hardware diagnostics and service recommendations outside of ISU, as needed or requested.
SLA: For non-urgent issues you can expect a reply within 4 business hours. Stop Work/Urgent request you can expect a reply within 15 minutes.
Scope/Constraints
ISU-owned computers must have an ISU Property Tag to be eligible for service, regardless of warranty status.
ISU-approved Student models (scholarship-in-warranty, rental-in-contract) require that the student be currently-registered at the University to receive hardware repair service. Students must present their Sycamore ID Card to obtain service.
Student-owned (non-ISU models) are not eligible for hardware repairs, however, TSC can provide hardware diagnostic test results to the user, if requested.
Staff/Faculty personally-owned computers are not eligible for hardware repair by TSC.
Directions
Clients may contact the OIT Technology support Center via telephone at 812-237-2910 for assistance, or they may visit the Walk-In Help Desk at the Technology Support Center in Stalker Hall 009 (lower level) or create an appointment here.