Emerson IT Help Desk

Hardware Installation/Maintenance

Hardware is devices physically dropped off at the Help Desk for service. You will need to drop off your device if your issue cannot be fixed through a visit or phone call to the Help Desk.

What's the process of dropping off hardware?

What does the Help Desk take?

What services does the Help Desk perform?

What does the Help Desk not do?

 

Dropping off hardware

What to bring:

  • your device
  • any accessories (such as a charger)

What to know/ have access to:

  • your password/pin
    • change your password after picking up your  device
  • your device's C-tag (if Emerson-owned)
  • your Emerson ID number
  • if you are backing up or recovering data: where do you want it to go?

The process:

  1. come to the Help Desk (Walker 404)
  2. the Help Desk staff will take your information
    • name, Emerson ID number, contact information
    • device C-tag
      • if personal, a C-tag will be assigned
  3. the Help Desk will troubleshoot
    • please anticipate around 10 minutes of troubleshooting before your device is accepted
    • tell the Help Desk about the issues you're having
      • what it is
      • when it started
      • any error messages you see
    • if the Help Desk can fix your issue on the spot, you will not need to drop off your device
  4. give the Help Desk your password/pin
    • you can write the password on a sticky note that is placed inside/on the device; OR
    • go to the 'laptop drop-off' iPad and enter your password in a form there
    • change your password/pin when you pick up your device
  5. give the Help Desk any accessories they will need to access your device
    • ex: charger
  6. the Help Desk will take your device and accessories to the back
  7. the Help Desk will submit a ticket with your information that will be sent to your email
  8. you will be contacted when your device is ready for pickup

*student workers do not know when your device will be ready; the time it takes for your device to be fixed depends on the severity of the issue, the staff's workload, etc.

 

The Help Desk takes:

  • most Emerson-owned devices
  • Apple or Windows machines*
    • must be running at least macOS Sierra or Windows 8
  • external hard drives*
  • tablets (iPads and some Windows tablets)*

*personal devices are ONLY taken if they have Emerson-related applications or are necessary for work

If a device is not listed above, the Help Desk does not take it.

 

The Help Desk can:

  • perform updates
  • install software
    • ex: Adobe Creative Cloud
  • software fixes/patches
  • help to purchase software at educational discount
    • ex: Microsoft Office may be purchased for $10
  • data recovery
  • data backup
  • maintenance and replacement of internal parts for Emerson-owned devices
  • troubleshoot and answer questions

 

The Help Desk cannot:

  • repair or replace internal computer components on personal devices
    • ex: a malfunctioning internal hard drive
  • work on unapproved devices

 

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