The IEA Help Desk is designed to be your SINGLE POINT of contact when you have computer or software issues.

How do I use Help Desk?

Start by calling Help Desk or create a support ticket.

Who will I talk to if I call Help Desk?

Your call will likely be answered by Eric Burke, or a member of the Computer Services team who is assigned to help desk that day. If your call goes to voicemail, that means both of them are on a call. You can and should leave a DETAILED message regarding your trouble and someone will call you back as soon as possible.

How does the Computer Services team rotate on Help Desk?

The Computer Services team rotates days on Help Desk each week, so you may talk to Steve on Tuesday, and Kelsey on Wednesday, or Dan, Tom, Jay, or Mike. Don’t worry, Computer Services has a sophisticated tracking system that is quite good at keeping records of all Help Desk communication we’ve had with you about your issue. Any member of the Computer Services team who is assigned to Help Desk that day should be able to continue helping you without going back to square one.

Sometimes the person you are talking with won’t be able to immediately fix your problem. If this happens, you may be told another Computer Services member will get back to you as soon as possible.

Why should I start with Help Desk?

Calling the Help Desk guarantees that someone will receive your message right away. If you call individual staff within Computer Services, that person may be on vacation or away on an extended business-related absence. Save yourself some time and frustration and start with Help Desk the next time you have an issue!