Technology support services are divided into two areas, Mobile Support and Field Support Services. The Mobile Support Services is located in the lower level of Corrigan Hall in an area called: The Laptop Consultation Area. This area provides support for all laptop computers distributed as part of the Mobile Computing Program as well as department purchased laptop computers. The Field Support Services group provides on-site desktop and printer support for faculty, administrators and staff in their designated work areas.  
 
PC Support Services manages the hardware repair shop at Seton Hall University. All support is done in-house by a professional staff of 12 full-time A+ certified technicians as well as a trained group of Student Technology Assistants (STA).  

Prerequisites:

This service is available to all SHU students, faculty, administrators and staff. Customers must have a Seton Hall ID card in order to take advantage of the wide variety of support services by these two groups. Customers visiting the Laptop Consultation Area must have the SHU issued laptop with them when requesting service.

Process:

Support procedures vary based on the type of equipment the customer uses. Laptop troubleshooting is done primarily in the Laptop Consultation Area. Desktop and Printer repairs are primarily done by the Field Support Unit in the customers designated work area.
 
Laptop Consultation Area:

• Customers seeking laptop support should bring the laptop along with an SHU ID card to the Laptop Consultation Area located in the lower level of Corrigan Hall. Upon entering the Consultation Area, an administrative assistant will open a repair ticket. Once a repair ticket has been opened, the customer will be directed to work with STA who will provide the first level of troubleshooting. If the STA is not able to resolve the problem on the spot, a full-time technician will be asked to review the problem and to determine if the laptop needs to be taken in for repair. If the laptop is taken in for repair, the customer will be issued a loaner laptop to use while his/her assigned laptop is in for repair. Any needed data will be transferred to the loaner laptop. Once the laptop is repaired, the customer will be contacted to return the loaner and to pick up the repaired laptop. 

• There is a private consultation area for University faculty and administrators who wish to discuss their technology problems in private. Faculty and administrators who wish to utilize this service should identify themselves as faculty or administrators at the intake area and request a private consultation.

• There are costs associated with some types of repairs for laptop computers issued as part of the Mobile Computing Program. There is no cost for warranty repairs. If the repair is due to accidental damage, the customer is responsible for 50% of the cost of the repair with a cap of $125.00. If the repair is due to intentional damage, the customer is responsible for the full cost of the repair. 

• If the equipment is department owned, the customer will be responsible for any repairs not covered by warranty. An IDT signed by the department budget manager is due prior to the completion of any non-warranty repair.

 
Field Support: 

• All requests for Field Support are funneled through the Technology Help Desk. Customers in need of a technician to troubleshoot a desktop or printer problem should call the Technology Help Desk at (973) 275-2222 or extension 2222 from on-campus. A phone technician will open a repair ticket and will route the ticket to the technical manager. The technical manager will then assign the repair ticket to a field support technician. The field support technician will contact the customer with 1 business day of receiving the repair ticket to schedule an appointment to visit the customer in their designated work area to troubleshoot the problem. 

• If parts are needed, the technician will work with the customer to order the parts and will install the parts once they arrive on campus. If the equipment is out of warranty, the customer will be responsible for any costs associated with the repair of the equipment. An IDT signed by the department budget manager is due prior to the completion of any non-warranty repair.