Support Policies for Students
Undergraduate and Arts & Sciences graduate students at Dartmouth can access immediate assistance in any of the following ways:
- Go to the IT Walk-in Center in 178J Berry Library (Monday-Friday, 8:00 a.m. to 5:00 p.m. or on Sunday's, during the term, from 2:00 p.m. to 6:00 p.m.)
- Call 603-646-2999 (Monday - Friday, 7:30 a.m. – 5:30 p.m.)
- Email firstname.lastname@example.org (anytime, but responses are only provided during normal business hours)
- Chat via the ITS web site (Monday - Friday, 8:00 a.m. - 5:00 p.m.)
Graduate students within the Professional schools should contact the appropriate IT support office for their school.
Services for Dartmouth students include:
- Dartmouth account creation and password resets.
- Help with selecting new computer equipment or software.
- Help with setting up new computers and mobile devices, including operating systems, patching, installation of applications, and network and/or dial-up configurations.
- Setup of some peripherals, including printers, scanners and modems.
- Troubleshooting software, hardware and network issues
- Support for Macintosh operating system software from 10.8 to the newest release; support for Windows 7 and 10.
- Instruction on how to back up your data to your or a friend's external hard drive. We do not back up data to computers or external drives owned by the IT Service Desk.
Additionally, we will try to help with any technology-related problem not specifically mentioned above. If we can't solve the problem, we will refer you to another Information Technology Services staff person or an outside vendor. Examples of this type of referral may include help with the UNIX operating system, help with specialized equipment, or hardware upgrades or repairs. We do not do anything that requires us to open the computer because it could void the computer's warranty, and we are not insured for that type of service. If you need additional memory, a new hard drive, or something replaced within your computer, we will refer you to The Computer Store or to an outside vendor.
In addition, we have created a list of supported hardware and software with which we are familiar. This list can be found on the Supported Hardware and Software Web page. Students who can purchase items found on this list make it easier for the IT Service Desk staff to help them. Items not on this list are given a lower priority for support than items on this list.
Requests for help are prioritized in the following manner:
- Requests for help that come from people who are at the walk-in center requesting assistance.
- Requests for help that come via echat.
- Requests concerning a computer that will not run when this is the only computer to which the user has access will be responded to as soon as we receive the message, or as soon as we finish helping someone else whose computer also falls into this category. If your computer falls into this category and is not one of the computers we support, you may be referred to an off-campus vendor for assistance.
- After computers that meet the criteria outlined in categories 1, 2 and 3 are those computers that will not run, where the user has access to another computer, but who needs immediate access to the data that is on the computer that will not run. These types of requests for help will be responded to as soon as we finish helping someone whose only computer falls into category 1, 2 or 3. Again, if your computer falls into this category and is not one of the computers we support, you may be referred to an off-campus vendor for assistance.
- If you have a problem with an application or other hardware device that is on the supported hardware and software list noted above, we will respond to your request for help in the order in which these requests are received, assuming no one contacts us with computers in category 1, 2, 3 or 4.
- If you have a problem with an application or other hardware device that we do not support, we will respond to your request in the order in which it was received, assuming that no one contacts us with computers that fall in categories 1 through 5. In these instances, we may refer you to an off-campus vendor for support of these products.
Monday, September 19, 2016