IT Support for IT Pros

Issue/Question

• I am an IT professional at OSU; how do I get IT support?
• I am a new IT Pro; what tools or resources do I have access to?

Environment

• Oregon State
• Employee or Student Employee
• IT professional

Explanation

The Service Desk is the primary point-of-contact for all services provided by University Information & Technology, including network, telecommunications, email, ONID accounts, Canvas, Banner and more. The Service Desk provides tier 1 support for most of these services, and escalates or refers requests that are handled by other IS teams.

Resolution

Service Requests

Please note that many teams have created intake forms for specific request types. Please use these forms when possible:

• IT Pros request forms
• Telecom request forms
• Community Network request forms

If none of those forms are relevant to your request, you may use the general Service Desk request form:

• Service Desk General Request Form

Note: IT Pros may ask the Service Desk to escalate their request to a tier 2 team at any time.

Resources for IT Pros

IT Pros have access to the following resources:

• IT Pros mailing list for IT-related announcements
• IT Pros monthly meeting - 10:30am-12:00pm on the last Friday of the month, in Valley Library 3622 and via Zoom
• Chat
  • Teams: https://products.office.com/en-us/microsoft-teams/group-chat-software
• IT Pros Knowledgebase
• IT Tools
  • NWS-Term4 - remote access to tools
    • Active Directory Users & Computers
    • Exchange Management Console
    • PowerShell
    • SCCM
  • RefTool - user lookup
  • ConnectWise - remote support
  • Airwave - wireless network troubleshooting
  • IMC - switch port configuration
  • Cyder - wired network registration
  • ONIDMover - ONID account management
  • DINO account management
  • Grouper - group management for access control
  • JAMF - macOS and iOS configuration management

For assistance, contact the Service Desk.