What Is It?
End‑to‑end troubleshooting and remediation for university supported computers. We diagnose software and hardware issues, apply updates and configuration fixes, coordinate vendor warranty service for LU owned devices, and, when appropriate, provide remote assistance using ITS approved tools or schedule drop‑off/onsite support. All work follows LU policy and acceptable use requirements (no account sharing; licensed/approved software only).
Who Is Eligible to Use It?
- Faculty & Staff: Full support on LU owned computers; best effort guidance for LU licensed apps on personal devices where licensing allows.
- Students: Support for LU managed lab/classroom devices and self‑help guidance for personal devices; course required LU licensed apps supported per scope.
- Student employees/Graduate assistants: Same as above when needed for job duties with supervisor approval.
- Contractors/Affiliates: By exception with department sponsorship and ITS review.
Where Can I Get It?
Click the "Request Service" button on this page.
How Do I Use It?
Submit a ticket in using the Request Service button on this page (preferred for non‑urgent issues)
Include details so we can act on first touch:
- Device type: Laptop, All-in-One, dock, other
- Device name: Name of the device
- Operating system: Windows/macOS + version (e.g., 11 23H2, macOS 15.x)
- Location: Building/room (or remote)
- Symptoms & timing: What happens, exact error text/screenshot, when it started
- What changed: New software, update, move to a new office/dock
- Impact: Single user, your unit, or instruction/research impact
We’ll triage, remote in if appropriate, or schedule drop‑off/onsite service.
Urgent issues (teaching in session, outages, or you cannot work)
- Call the ITS Helpdesk: 573‑681‑5888 or visit in person at the rear of Schweich Hall for immediate triage.
- Classroom/lab devices impacting instruction receive priority handling
Notes & Policies
Installations and system level changes are performed only on LU owned devices. Personal devices receive best effort guidance and cannot be repaired by ITS.
What we do (scope)
- OS and driver updates; configuration and performance tuning
- Troubleshoot boot failures, Blue/Black screens, login problems
- Application crashes, add‑ins, and compatibility issues (LU supported titles)
- Network/Wi‑Fi, dock, and peripheral issues
- Encryption/endpoint protection alerts and compliance checks
- Hardware diagnostics on LU owned devices; coordinate warranty/RMA with vendor when needed
What’s not included
- Hardware repair on personal devices
- Unlicensed or non‑approved software