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Northern Illinois University
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Information Technology Services
Customer Support Services
Procedure No. 23-3
Issued 11/2001

ITS Customer Support Services is organized to offer a full range of computing, data and telecommunications services and support.

The ITS HelpDesk acts as the primary point of contact for ITS services. Solutions for user problems with the operation of personal, networked, and multi-user computers, as well as frontline support for a vast array of ITS services is available through the HelpDesk. The group also tracks escalated calls through to satisfactory resolution. Listed below are some of the services available:.

    • Phone and walk-in consultation with staff

    • A library of software manuals and audio and video teaching tapes
    • Recommendations for software and hardware purchases
    • Dial-up Help
    • Domain Services
    • E-Mail Assistance
    • Free Software Downloads
    • Hardware Troubleshooting
    • IP Addressing
    • MAC OS Support
    • Password Support
    • Software Support including Office Productivity, Internet and Statistical
    • Telecommunications Troubleshooting

    • Blackboard Support for students

    • Network Services

    • Wireless/Secure Connections

There may be a nominal charge for items identified with an asterisk (*).

Support assistance is available 24 hours a day with an Emergency On-Call Provision at (815) 753-8100. The ITS HelpDesk is located in the Family Health, Wellness and Literacy Center (former Monsanto building) and room 114 of the Telephone and Security building. It is open 7 days a week: Monday-Thursday 7:00am 9:00pm, Friday 7:00am 5:00pm, Saturday & Sunday 10:00am 5:00pm. You may email the ITS HelpDesk at helpdesk@niu.edu or visit the website at http://www.helpdesk.niu.edu.

GroupWise Support Services offers assistance for complex e-mail problems and acts as a service liaison for the effective utilization of product offerings. This area communicates technical issues on product features and functionality to the appropriate area within the ITS organization, develops customer education materials, and conducts customized training classes.

The Lab Management group maintains a number of general access and instructional computing labs. These labs provide access to multi-user, networked computers and laser printers. Trained attendants are available who can provide answers to questions on accessing and exiting the systems; finding, renaming, duplicating, and removing files; accessing and exiting software packages; retrieving, inserting, printing, and saving information; and finding help in manuals. This area also functions as a steering group to bring adaptive technology to the N.I.U. campus in order to meet diverse student needs.

Telecommunications Services acts as the communications advocate for the university. The goal of this service area is to install, operate, maintain and continuously upgrade the university's communications systems, infrastructure, applications and technology services. Services provided include:

    • Cellular Services

    • Complex Telecommunications Solutions
    • DSL (High Speed Internet Access)
    • Network & Telephone Installation & Repair
    • Desktop Support
    • Miscellaneous Office Equipment Support
    • Information and Operator Services
    • NIU Community Directory

The Project Management Team serves the university by determining the feasibility of technology requests and coordinating ITS resources to meet implementation timelines. Services provided include:

    • Coordination & Engineering Technology Requirements

      (New & Existing Structures & Construction)

    • Engineering Specifications for Labs, Smart Classrooms
    • Space Design & Management

The Field Services Support Group comprises technical staff members that perform onsite visits for a variety of service and support functions in departmental and computer lab areas. This group serves a diverse population group who do not have their own departmental IT staff or they act as a secondary resource for distributed IT staff. Services provided included:

    • Field Services Support including Software & Hardware Installation

    • Miscellaneous Office Equipment
    • Technical Support for ITS General Access Labs
    • University Wide Network Support