ITS HELP DESK

Illinois Wesleyan’s office of Information Technology Services (ITS) provides help desk services primarily from its offices at the ITS House on 1311 North Park Street.

• Walk-in support: 8am - 4:30pm, Monday through Friday when classes are in session
• Telephone Support: 309-556-3900 (calls outside walk-in support hours go to voicemail)
• Web support: 3900 Help Desk System (on campus or via proxy server only)

In addition to walk-in. telephone, and web support, the staff of the ITS Help Desk assist with the office's repair service for personally-owned computers, and help maintain online technology reference materials. You can view a copy of our full job description here.

About the ITS Help Desk

Student workers normally staff the help desk. These workers receive training and are supervised by the Information Technology Services Coordinator. The University’s Telecommunications Coordinator also handles help desk support as needed and as time allows.

The office of Information Technology Services also makes available a web-based help request system (the “3900 system”.) Members of the campus community can enter requests for help desk support directly into this system. Staff and student workers at the help desk will also enter calls into the 3900 system if they are unable to resolve the call immediately, or if the calls needs the attention from another ITS professional (second level support). All members of the office of Information Technology are encouraged to log calls needing additional follow-up to the 3900 system. The number of calls logged to the 3900 system averages about 100 per week, although we have seen weeks, such as the start of the Fall semester when as many as 400 calls have been logged in a single week.

Other IT support locations

In addition to the ITS House help desk support, other areas of the office of Information Technology Services provide support for the campus community. Most notable are the computer labs in the Buck Memorial Library. The Buck computer labs are open 8am to 11:30 pm Monday through Thursday, from 8am to 5pm on Fridays, noon to 5pm on Saturdays, and Sundays from 11am to 11:30pm during academic semesters. The Microcomputer Lab Supervisor supervises the student workers staffing the Buck labs and other departmental computer labs on campus.

The Ames Library computer labs operate independently of the office of Information Technology Services, although ITS staff do provide second level support for technology problems in the Ames library.