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


Tom McDonnell
Director of IT Support Services


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 technical issues.

The Help Desk works closely with Academic Technologies in support of AsuLearn, the university’s learning management system (LMS), providing tier-one support of the LMS and escalating issues to AT 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 (TSC) is a walk-in technology support service for App State. 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. 

Note: They can provide loaner laptops while a student’s computer is being repaired.

The TSC is also the home of the computer boneyard, where we 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 (ESS) to provide residential hall network support, helping students get their computers and devices connected and registered on the App State network in the dorms. They handle phone calls to the Help Desk from 5 - 7 p.m., and more experienced students assist the Desktop Support Specialists with tier 1 incidents.

Desktop Support Specialists

The Desktop Support Specialists provide direct technical support to faculty and staff in Academic Affairs and Business Affairs. This team assists faculty with a variety of hardware and software issues and provides consultation and instruction on our software and services. They set up new computers for faculty and staff and assist with the transition to the new machine. For assistance from this team, please enter a support request for computer assistance.

Copier and Print Services

Copier and Print Services maintains the fleet of multifunctional copiers used by faculty, staff and students. This service includes:

  • hardware support, 
  • consumable supplies, 
  • the recycling program, 
  • printing and scanning support, 
  • installation and relocation, and 
  • billing.