Section Menu

Help Desk

The help desk serves as the first point of contact for technology support for  faculty, students and staff. We provide the first level of assistance for technology related problems or questions. Assistance may be requested online, in person or by calling (423) 425-4000.

When you call the help desk, the technician will attempt to resolve your issue while you are on the phone, but in some instances your ticket will need to be escalated to the appropriate area within IT. In all cases, the technician will need to gather the necessary information needed to answer your question or to properly diagnose the issue. The more information we gather in the initial call will help the support teams to resolve the issue in the ticket.

Remote Desktop Support

The Help Desk staff members may offer assistance through remote desktop support. This allows a staff member to connect to your computer and provide immediate assistance.

Reporting an Issue

  • Self reporting by opening a request in our ticket system at https://helpdesk.utc.edu/footprints/help.html
  • Phone Call: on campus dial 4000 from any phone including red phones or off campus (423) 425-4000
  • Walk up: Technology Center (UC 124)

Ticket Tracking

 All issues are recorded into central ticketing database (Footprints) even issues that are quickly resolved over the telephone. We enter all issues into our ticketing database to allow us to develop better methods of support for the campus. Tickets entered into the database get assigned to the appropriate team who will then help to resolve the issue. When the ticket is completed an email will be sent to you notifying you that the ticket has been completed.

Staffing

The Help Desk staff is divided into two groups:

Help Desk Frontline support: The frontline is staffed by student workers and is managed by Charity Trillet. They provide phone, walk up, remote desktop support. They attempt to resolve your issue or escalate it if necessary.

Field Support: The field support team is lead by Ron Baker and the technicians are Marcus Myers, Ben Hoge and Joel Hines. They provide escalated technical support for faculty, staff, and departmental computer labs.

©