What to expect when requesting assistance
OIT utilizes a software-tracking system to record the issues sent to the e-mail address firstname.lastname@example.org. The system automatically forwards each request to the appropriate OIT staff and documents the status of the issue as well as its resolution. By utilizing multi-tiered technical support levels, OIT can effectively resolve user issues by directing users to the appropriate staff dependent upon the nature of the issue.
Tier 1 – Basic customer issues such as password resets, hardware and software consultations, and software tutorials.
Tier 2 – On site support by personnel who have experience with the particular product or service
Tier 3 – Support that involves more difficult or advanced problems that have exhausted the Tier 1 and Tier 2 resources available.
OIT provides technology support according to the staffing available at each site. After hours support and system outages are responded to by an on-call technician and although most issues are resolved during the initial contact, sometimes it may be necessary to assign your issue to the appropriate OIT support staff or your local technician to handle the next business day.
Help Desk Staffing Expectations
|Fully Staffed||Limited Staff||On Call||Walk up|
|Hours:||Mon-Fri 7:30am-5pm||Mon-Fri 8am-5pm||Mon-Fri 5pm-9pm
|Varies by location.|
|Method of Contact:||email@example.comfirstname.lastname@example.org||800-799-7472 and press “0” for the on-call technician.||See chart for the Walk-up Area nearest you|
|Explanation of Method:||OIT makes every effort to ensure that staffing is consistent with user needs.||Limited staffing may occur due to weather, illness, vacation or providing classroom support.*||Responds to calls when support personnel are not available.||Responded to on a first come-first-served basis|
*Support staff at many TAMHSC locations perform classroom support functions, which is a priority of our institution. This may affect staffing levels at some locations.