IT Support

How can we help you with technology?

The IT Support group is designed to serve as the interface point for technology needs across campus.  We receive and process requests for IT.  Front line support will attempt to solve problems for the users at the first contact.  If further help is required, we work with the others in the IT department to provide you with a solution.  The IT Support department is divided up into 3 groups that work together to provide a positive technology experience for the customer:  front line support, desktop support and training.

Phone/Chat and Self-Service Options

ps_icons-row

Our calling center provides front-line support to faculty, staff, and students via phone, chat, and remote support tools.  This is the central hub of our organization and is the first place that you should contact when you are having technical difficulties.  If we are not able to resolve your issue at this level then it will be escalated to the appropriate team for processing.

Visit In Person

ps_icons-row

Our walk-up location on the first floor of the Mary Couts Burnett Library is where you can get one-on-one sessions with our front-line student consultants.  They can help with a wide range of issues and will escalate any problems that they can’t resolve. We are open for an extended period of time which gives students and employees the opportunity to visit our location outside of the regular business day.  Drop by and ask us for assistance.

  • Located on the first floor of Mary Couts Burnett Library, on the east side of the building next to Rees-Jones Hall
  • Our Open Hours

 

Desktop Support

If a technical issue is not resolved at our front-line support the issue is either escalated to another IT department or assigned to one of our IT Support Consultants.  These individuals technicians who will remote over to your machine or make an on-site visit to resolve the problem.  Most of the issues that are escalated to these individuals are handled within two business days but for users that have an issue that we deem a “computer down” they may be deployed within 2 to 4 business hours.

 

IT Training Center

The IT Training Center is here to make you more successful while at TCU.  We offer training courses in various computer applications, including Microsoft Office, SharePoint, Adobe and PeopleSoft. Hands-on sessions and documentation are available for most of our supported software packages and we provide both group and one-on-one training opportunities. By making this service free of charge to departments, Information Technology hopes to encourage the continued education of new software and its function in our university.