At some point during your time at CMU, you may need a little help accessing and using the technology available to you on campus. That's where we come in:
The Office of Information Technology Help Desk
Central Point of Contact for Technology Problems
The OIT Help Desk is the front line of support for all of OIT systems as well as a number of college and department-specific systems. Any problems that cannot be answered on first contact will be escalated to the appropriate group for resolution, whether it be within OIT or a department or college. Have a question about Blackboard or need assistance connecting to the wireless network on campus? There is only one place you need to know to contact: the Office of Information Technology Help Desk at 989-774-3662.
Problem and Knowledge Management
The OIT Help Desk maintains and utilizes a centralized problem management system called TeamDynamix. This system is not only used to log, track, and route problems and requests to the appropriate group for resolution within the Office of Information Technology, but also to college and departmental technology groups as well. The Help Desk also utilizes a knowledge management utility to capture answers to questions, and other official documentation used by employees to deliver a clear and consistent response to your inquiries.
Account Assistance
Whether you're having trouble signing into your email, need help configuring multi-factor authentication, or don't know your SAP password, you can contact the OIT Help Desk for assistance. Our staff has administrative access to most campus systems and can typically take care of the problem immediately over the phone. If we can't help you, we will put you in contact with the appropriate person or office.
System and Technology Information
Got a question about Outlook, Blackboard, or a function of voice mail? Call us at 989-774-3662. We maintain an extensive knowledge base with a vast array of documentation regarding technology at CMU.
Software and Hardware Troubleshooting
Having problems with your network connection in your dorm or office? Does your computer seem to be acting weird? We can help you figure out why. The OIT Help Desk maintains an expert staff trained to help you narrow down what may be wrong. Although 80% of all our technology questions will be answered on the first call, we have multiple-tier support that offers more in-depth, research-based technical support. This helps ensure that you get the help you need to get back up and running as quickly as possible.
ResNet
The ResNet service is provided free to students residing in residence halls and apartments, to help get connected to the network and ensure that their computers are virus and malware-free.
Classroom Response
If you are in the middle of a class and the mediated system just isn't acting right, go ahead and pick up the podium phone! It will ring directly to the dedicated classroom support line. If you are no longer in the classroom, simply call the Help Desk at (989) 774-3662, and we can have a classroom technician visit that room at the earliest possible time.
Other
Help Desk staff are happy to lend our collective institutional knowledge of CMU to help however we can, and will certainly try to help students, employees, and guests find answers to general questions about CMU wherever possible!