User Support Services - Technology Service Desk

Overview

The User Support Services (USS) - Technology Service Desk (Tech Desk) is committed to supporting University-affiliated students, faculty, and staff with their computing needs.

Ways to Contact Us

Method Hours Contact info
In-Person In-person support has resumed as normal. We do still offer appointments if you'd like to plan ahead, but this is no longer a requirement. Please contact us by phone, chat, or ticket for an intake assessment and we will help arrange an appointment as needed, or stop by our new location to get assistance!
  • 8:00 a.m.–5:00 p.m., Monday–Friday
  • Closed for observed and official state holidays
042 Erb Memorial Union (EMU)
1395 University St
(view UO map view Google map)
Phone Fall Term, starting September 20th, 2021: 6:00 a.m.–midnight, daily.
  • Closed for observed and official state holidays
541-346-HELP (541-346-4357)
Chat Fall Term, starting September 20th, 2021: 6:00 a.m.–midnight, daily.
  • Closed for observed and official state holidays
livehelp.uoregon.edu
Online 24/7 except for scheduled maintenance UO Service Portal

Please note that we are funded through various sources at the University of Oregon with the purpose of providing technical support to the University and its constituents. We are regretfully unable to provide support to users who have no current university affiliation.

You can also follow us on Facebook and Twitter for cool application tips, pointers on computer use, campus updates, safe computing advice, and more!

Services We Offer

  • Software troubleshooting
  • Tier 1 Ethernet and wireless network support
  • Malicious software removal (virus, spyware, malware, etc)
  • Assistance with backups and data transfers
  • Account support for all current and retired UO-affiliated persons
  • Education about personal-computing best practices
  • Early morning and late-night hours for remote support

Our services are available only to current UO students, faculty, and staff, except as noted.

Environments We Support

The USS-Tech Desk supports the following equipment types:

  • Laptops
  • Chromebooks
  • Desktops
  • Mobile devices
  • Personal tablets

The USS-Tech Desk supports the following operating systems and software:

  • Windows Enterprise 8.1 and higher
  • Windows 10 and higher (Home, Pro, Education, and Enterprise versions)
  • macOS 10.14 and higher
  • Microsoft Office applications for Windows and Mac, including Office 365 (Office apps and OneDrive cloud storage)
  • Internet browsers
  • McAfee VirusScan Enterprise
  • Email clients 
  • Adobe's suite of applications
  • University-wide, site-licensed software found on the Software Center list

Limitations to Our Support

The USS-Tech Desk support staff will do everything they can to troubleshoot and resolve your issue, but please be aware that we do have a few limitations:

  • In order to be fair to our other customers, we have a two-hour time limit for troubleshooting software issues or removing viruses.
  • We do not support Linux or related operating systems.
  • We have very limited web development support. If you are interested in creating a web page, see Web Hosting and Publishing Services

Below are our terms and conditions that we ask for our customers to acknowledge before beginning our support:

Free Service Limitations

  1. Customer must be present during free assessment
  2. We will not backup customer data to our hard drives
  3. The free assessment service is limited to two hours

Service Agreement: The services provided by Information Services are free-of-charge, done on a first-come, first-served basis (or by appointment), and are only available to people currently affiliated with the university. There may be circumstances where Information Services may not be able to, or may choose not to, repair equipment. We reserve the right to refuse installation of software if staff believes that such installation may cause damage or create problems once installed. We observe copyright laws and will not install or help install software that we deem illegitimate.

No verbal or written warranty, expressed or implied, is offered on the services rendered by User Support Services. Work performed by staff may void existing warranties. There is the potential for data loss.

By requesting service or booking an appointment, you have indicated that you understand the above policies and authorize Information Services consultants to work on your device and any accessories or peripherals associated with it. You certify that you are the owner of the device being presented for service. Furthermore, you agree to release, indemnify, and hold harmless the University of Oregon and its employees from liability for any claims or damages of any kind or description that may arise from any work performed on your device, even if caused by negligence of the University of Oregon, its employees or agents.

Our Goal: Great Service!

We aim to provide great service, and we measure our performance. In August 2020, 94% of our customers surveyed said they would recommend our service to a friend or co-worker. 

We also asked about the quality of the help they received. Our grades for August 2020 are:

"Were the Technology Service Desk consultants...

  • ...professional?" 4.58 out of 5.00
  • ...personable?" 4.5 out of 5.00
  • ...listened to the issue?" 4.52 out of 5.00
  • ...able to resolve the issue?" 4.1 out of 5.00
10% helpful - 10 reviews

Details

Article ID: 31704
Created
Thu 6/8/17 7:55 PM
Modified
Mon 9/20/21 1:10 PM