Last December, Computer Services launched a new campus support system available to faculty, staff and students. It is designed to help the Tech community find the answers it needs through a self-help program that is easy to use. The new support is designed to address common problems that users may experience in their day-to-day computer tasks. Some of the major problems it addresses include help for printing, passwords, computer issues and more. Step by step instructions are provided to help resolve the issue.

“The main goal is to help users help themselves and resolve issues quicker,” explains Angela Linden, campus support administrator.

Go to the site http://support.atu.edu and it will lead you to the Campus Support Portal. Click on the Knowledge Base and scroll down the list or use the search box to find a solution to your problem.

If your problem is not addressed, go back to the main screen and submit a ticket. A ticket is a way to type out your problem and receive quick assistance from Computer Services. They will address your question and communicate directly through your ticket. You can track the status of your tickets in My Support where all of your tickets are held. Log on using your OneTech ID and password to view your tickets. New solution articles will be posted as new problems arise.

Another way that Campus Support is trying to reach faculty, staff and students is through the development of a Facebook Integration Tool. This was released last week for all Facebook users. Students can like the Arkansas Tech University Computer Services page. Then go to the Campus Support Center area on the left. You will have the option to directly search the knowledge base or request support while using Facebook. This is a great way for students to get immediate support while working on assignments. Computer Services will offer a chat piece in the future to chat directly with their staff. A Twitter integration piece is also in the works.

The Campus Support Center now has nine full-time staff and seven student workers. There is someone available to help 24 hours a day for any problems the Tech community may have.

“We are excited to be able to help more people more effectively and hope this will do just that,” Linden said. “With all of the technological changes, we thought Facebook and the new portal would allow users to get support more quickly.”