IT Support Services

The primary mission of IT Support Services is to provide computing service, support, and consultation to the faculty, staff, and students of Appalachian State University.

Need help?

To get help with IT Support go to support.appstate.edu.

Contact

Tom McDonnell
Director of IT Support Services
828-262-6842
mcdonnelltp@appstate.edu

Departments

Help Desk

The Help Desk is the call-in support center for the university and serves as a constant and reliable point of contact for end users to initiate technology assistance and services and to support the mission of IT Support Services. This unit provides technical support via phone, email, chat, remote tools, and Jira Service Desk. They offer help regarding account issues, Banner access and other system permissions; they assist with enterprise printing issues, hardware and software troubleshooting, and a wide range of other technology issues. The Help Desk works closely with The Center for Academic Excellence (CAE) in support of AsuLearn, the university’s learning management system (LMS), providing tier one support of the LMS and escalating issues to CAE when needed. The Help Desk is often the first to hear about campus-wide issues and is responsible for communicating outages and/or service disruptions to the campus community. The Help Desk is also where we run test scoring of the Scantron sheets.

Technology Support Center

The Technology Support Center is a walk-in technology support service at Appstate. The TSC is where students, faculty, and staff come for assistance with their personal devices, including computers, phones and tablets. They provide help with computer hardware issues, warranty support for Apple and Dell computers, software solutions, wireless configurations, Google Apps for Education, virus and malware removal, data recovery, and other technology services. They can provide loaner laptops while a student’s computer is being repaired.

The TSC is also the home of the computer boneyard, where they repurpose and reimage computers to be used in research labs, adjunct offices and other areas across campus. When the technology is no longer supported, the TSC is responsible for removing and wiping hard drives from computers and sending the equipment to surplus.

The TSC collaborates with Electronic Student Services to provide residential hall network support, helping students get their computers and devices connected and registered on the ASU network in the dorms. They handle phone calls to the Help Desk from 5:00 - 8:00 p.m., and more experienced students assist the Desktop Support Specialists with tier 1 incidents.

Desktop Support Specialists

The Technology Support Center is a walk-in technology support service at Appstate. The TSC is where students, faculty, and staff come for assistance with their personal devices, including computers, phones and tablets. They provide help with computer hardware issues, warranty support for Apple and Dell computers, software solutions, wireless configurations, Google Apps for Education, virus and malware removal, data recovery, and other technology services. They can provide loaner laptops while a student’s computer is being repaired.

The TSC is also the home of the computer boneyard, where they repurpose and reimage computers to be used in research labs, adjunct offices and other areas across campus. When the technology is no longer supported, the TSC is responsible for removing and wiping hard drives from computers and sending the equipment to surplus.
The TSC collaborates with Electronic Student Services to provide residential hall network support, helping students get their computers and devices connected and registered on the ASU network in the dorms. They handle phone calls to the Help Desk from 5:00 - 8:00 p.m., and more experienced students assist the Desktop Support Specialists with tier 1 incidents.

Copier and Print Services

Copier and Print Services maintains the fleet of multifunctional copiers used by faculty and staff, as well as the Pharos print stations and printers for student printing. This service includes: hardware support, consumable supplies, the recycling program, printing and scanning support, installation and relocation, and billing,