ITC Client Services Service and Support Operations

In an effort to comply with state orders and federal guidelines in response to COVID-19, ITC including the Client Services division is moving to remote working and adjusting our operations to further help our remote Dartmouth community.  We recognize that our teams provide needed support and we are committed to that support in a safe, timely, and effective manner. We're here to help... and there and there and over there.  Thank you for your patience and understanding!

Click here for information and resources for remote teaching, learning, and working.

Table of Contents

Faculty Hotline for Remote Classroom Support - 603.646.2999

If you are faculty member and need immediate support while teaching, please call 603.646.2999.  Press 1, If you are teaching remotely from your home or office, an ITC Service Desk Representative will be available to address issues or join a Zoom session to resolve.  Press 2, If you are teaching from a classroom and need Zoom or audiovisual help now, an ITC Classroom Specialist will be available to address issues and if needed dispatch to your location. 

ITC Service Desk

Due to the coronavirus outbreak, the ITC Service Desk staff are now working remotely. For the safety of our clients and staff we are not able to conduct in person meetings at this time. We will be using remote tools to provide remote support for services such as technology troubleshooting, new computer setups, and new employee setup. We appreciate your partnership in finding creative solutions to problems that normally involve in person support.

Knowledge

  • Browse or Search the Knowledge Base for answers to frequently asked questions.

Request Support

Phone Support 

  • Call us 24/7 at 603-646-2999 or toll free at 1-855-764-2485
    • The Service Desk provides phone support Monday - Friday, 8am - 5pm. 
    • Our support partner Vitalyst provides support during weekends and outside business hours.

New Devices

  • New computers and devices may be purchased and picked up from The Computer Store.
  • Follow the included instructions to set up your user account.
  • Transfer your data using Dropbox or an external hard drive.
  • Submit a support request (link above) if you have additional questions.

Computer Store

Sales Hours

  • Monday - Friday 9am to 4pm

Repair Shop Hours

  • Monday - Friday 9am to 4pm

Store Options for Getting Equipment

  • Pickup
  • Associates are frequently disinfecting the checkout area to maintain customer and associate cleanliness.
  • We are asking both our associates and customers to please be mindful of their distance to others while in-store.
  • We are switching out gloves after each customer.
  • We are no longer asking for any signatures.
  • Also we can deliver curbside – just call us when you arrive (603-646-3249).
  • Delivery
  • We can deliver to a Dartmouth Campus address – we will leave outside your office door or a mailroom.
  • We can ship to Fedex address (No PO Boxes) please provide us full address and phone number.
  • Orders can be placed by calling during our hours at 603-646-3249.
  • Orders can be placed online
  • For standard orders, click here
  • For custom orders, click here
  • Orders can be requested via email to TCS@Dartmouth.edu

Getting Repair Help

  • Please bring any equipment needing repair into the repair shop during hours listed above.
  • All equipment will be disinfected before we touch equipment and before we return to users.
  • Students in need of hardware repair should submit a Off-Campus Hardware Repair Request or work with the device manufacturer.

Classroom Technology Services

Class and Event Services

For Fall term 2020, class meeting and event services will be offered remotely and on campus.  Live class meetings, business meetings, conferences and campus events will rely on Zoom meetings or webinars.  On site staff services are limited.

Design and Engineering

Design services remain available for current and newly planned classroom and meeting room construction projects.  Limited support may be available for critical site inspection; no service is available for installation.

Resources for Class and Event Services

  • Teach Remotely 
    • Best Practices
    • Zoom and other core technology training
  • Getting Started With Zoom
    • Account Sign Up
    • Web Interface for scheduling and joining meetings
    • Zoom Client download
  • Zoom Help Center
    • Live and recorded Zoom trainings
    • Video and print “How To” resources
    • Searchable Zoom knowledge base (fastest/most comprehensive source)
  • Dartmouth Service Portal 
  • In-Class on campus Support 
    • Call 1-603-646-2999
    • Have your meeting ID and password available.
  • Not sure what you need?
    • Call 1- 603-646-2302 to be connected with a team member.

How/Where/When to Reach Classroom Technologies

  • Regular Hours of Operation:
    • 8am through 8pm Monday through Friday
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Details

Article ID: 102663
Created
Tue 3/24/20 8:56 AM
Modified
Mon 9/14/20 7:29 AM

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