Location: Duke Hall 1st Floor
Phone/Walk-in Support Hours: Monday - Friday - 7:00 AM to 6:00 PM
Phone/Web-Based Extended Hours: Monday - Friday - 6:00 PM to 11:00 PM
Phone/Web-Based Weekend Hours: Saturday/Sunday - 7:00 AM to 11:00 PM
Outside of these hours, please call 423-869-7411, and leave a message, or email us at H[email protected] and a technician will reach out to you as soon as possible.
The Help Desk strives to respond to each inquiry and each in-person visit in a timely
manner. We may ask for additional information about each caller and each problem so
that calls can be logged and problems tracked to resolution. It is our goal to resolve
the issue during the initial call. If this is not feasible, we strive to resolve the
issue within a reasonable timeframe. Since the Help Desk strives to respond to all
its customers, the time spent on each individual contact is necessarily limited. Certain
problems may need to be researched or escalated to the next level of support in order
to be resolved. The Help Desk will assign such problems to the appropriate group or
individual. All calls are put into a service queue based on the priority determined.
Emergency after hour calls (System Down) will be escalated to our staff so that we
can address the emergency as quickly as possible.
The Help Desk issues computers with a standard set of university approved software
applications. Any software/hardware/technology not installed or configured by IS may
be outside of this scope and of the Help Desk support parameters. Please note that
this does not necessarily mean other software, hardware, and technology is "banned"
or "not recommended". This simply signifies that the Help Desk cannot provide assistance
with every technology.
