Hardware Issue

Service Description

Information Technology can troubleshoot and repair hardware components or peripherals on campus-owned client devices.

Standard Features

Information Technology can troubleshoot and repair many hardware related problems including:

  • Issues related to batteries (e.g. laptop not charging) 
  • Issues related to devices or hard drives (e.g. computer not turning on)
  • Issues related to keyboards (e.g. missing keys) 
  • Issues related to memory/RAM (e.g. low memory errors)
  • Issues related to mice (e.g. unresponsive mouse)
  • Issues related to monitor/display (e.g. no video output) 
  • Issues related to network/NIC card (e.g. no Internet connectivity)
  • Issues related to optical drives (e.g. CD/DVD not playing)
  • Issues related to printers (e.g. printer is "offline") 
  • Issues related to projectors (e.g. display is dim)
  • Issues related to scanners (e.g. not recognized by computer)
  • Issues related to speakers (e.g. no sound)

Optional Features

Optional Service Features include:

  • Submit warranty claim to replace hardware components if necessary

Roles and Responsibilities

User Responsibilities:

  • User is responsible for providing details related to the request including their contact information, device name and location of affected computer(s), and detailed description of the problem.
  • User agrees to allow Information Technology staff to access their office to troubleshoot the hardware issue.
  • User agrees to allow Information Technology staff to access their computer(s) remotely to troubleshoot the hardware issue.
Please Note: Restarting the problem computer and/or peripheral resolves many hardware related issues. Before you proceed with opening a ticket with the IT Help Desk, please make sure you have restarted your computer to see if this resolves the current issue you are having.

Information Technology Responsibilities:

  • Information Technology will assist with hardware that is not functioning properly. 
  • Information Technology will communicate the status of the request to the user as needed.

How to Request     

Click the Open a Ticket button and complete the request form.

If immediate assistance is required, please contact the IT Help Desk:

Service Audience 

Faculty, Staff. 

Service Level Agreement

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 2 - Normal  
Response Time 1 business day
Resolution Time 3 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved.

Institutional Policies

Policy on the Use of Electronic Resources

 
Open a Ticket

Details

19476
Created
Fri 5/5/17 9:42 AM
Modified
Fri 4/12/19 2:58 PM