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All About the Helpdesk

Our Mission

The ITS Helpdesk is a resource available to the entire Lawrence community to assist in resolving computer and telecommunications-related issues. If an incident or question cannot be resolved over the phone, it is the job of the Helpdesk to document the incident and to forward that description to an ITS staff member who will pursue a resolution.

Our Location & Hours of Operation

The ITS Helpdesk is here for you! ITS has both professional and student staff to address the technology-related questions and concerns of students, faculty, staff, and campus visitors. We are located in room 201 of Seeley G. Mudd Library. Stop by Monday through Friday during our regular business hours:

During the Academic Term:

8a.m.- 5p.m.

During the Summer/Breaks:

8a.m. - 12p.m. and 1 - 5p.m.

You may also contact us by e-mailing helpdesk@lawrence.edu or by calling 920-832-6570 (simply 6570 from a campus phone).

Incident Management Procedure

    1. All contacts, whether from a personal contact, phone call, voicemail message, or e-mail message, are recorded in our incident database. This database contains every student, faculty, and staff name and username, each person's classification (whether faculty, staff or student), phone extension, and nature of the problem.
    2. If the Helpdesk consultant can resolve the problem immediately, he or she does so. Such problems are then listed as "Closed-Immediate" in the database.
    3. If the Helpdesk consultant cannot immediately resolve the issue, then the issue is logged, assigned to an analyst, and assigned a due date based on urgency of the need and the impact on the campus.
    4. The database then sends an e-mail notification to the assigned analyst and contact. The e-mail contains a reference number, due date, and a brief description of the incident detail.
    5. The analyst is then responsible for resolving the issues within the timeframe specified (based on the due date of the issue). Resolving the issue often requires working with the user. Occasionally, due dates are revised after the initial review or following discussions with the user.

Supported Software

ITS has a standard set of software products available in faculty and staff offices and public computer labs for which we provide support. View a list of standard, supported software here.

Scheduled Shutdowns

Please note the following: Other than in emergencies, users will be notified of most outages 10 days in advance. If you have a need for the Banner production systems to be available on a particular Saturday, it is preferred that you give ITS at least two weeks notice. Contact Charlie Schroeder with these requests.

During shutdown periods, all computers should be shut down to avoid any risk of lost data. Shutdown periods mean there will be no access to:

Lawrence University, PO Box 599, Appleton, WI 54912 (920) 832-7000 Contact Lawrence