Navigating this semester will be challenging enough. We know you’ll have questions, and we are here to help!
The IT Help Desk is available 7 days a week to answer your questions and resolve many technology-related issues. If they are not able to assist with the issue, they will send a ticket for a resolution to the appropriate individuals. So don’t hesitate to ask for help!
IT Help Desk
The IT Help Desk can be reached by phone at 214-768-HELP (4357) or email at help@smu.edu. Walk-in service is also available in Fondren Library West. We ask that during this time, you limit in-person visits to equipment drop off and pick up, if possible.
Our website, smu.edu/oit, contains a wealth of information to help answer many of your questions
Hours of Operation
| Phone Hours | Walk-In Hours | |
|---|---|---|
| Monday through Thursday | 8:00 AM – 8:00 PM | 8:00AM – 9:00 PM |
| Friday | 8:00 AM – 6:00 PM | 8:00AM – 6:00 PM |
| Saturday | 9:00 AM – 5:00 PM | 8:00AM – 6:00 PM |
| Sunday | 11:00 AM – 6:00 PM | 10:00 AM – 7:00 PM |
Classroom Support
A significant amount of changes occurred to our campus’ classroom technology this summer! There are a few things to know about support of the technology in these critical spaces:
Proactive monitoring:
A majority of our rooms report into a central server. Automated notifications are sent if key components become unplugged or faulty. This will allow our team to quickly respond and resolve the issue before it impacts a class session.
Emergency Response:
Of course, problems do happen and emergency support is often needed. Faculty should call 214-768-8888 when they are in the classroom with a technology issue. A team of 17 technicians is on standby to respond to calls. When the call is placed, we will dispatch a technician to run to the classroom as quickly as possible.
We are also trying a new approach this fall for classrooms with a built-in computer. At the same time that a technician is being dispatched, we will attempt a remote resolution if the reported problem may be resolved in that manner. We can quickly remote to the computer to resolve Zoom setting issues, software issues, etc. We can also remotely control the touch panel in the room to verify that speakers aren’t muted, the blank screen is not pressed, and more. We will begin this new process to determine if it is successful in resolving issues more quickly. It won’t work for all issues and therefore someone will still be dispatched immediately to visit the room.
Additional resources
The Academic Technology Service Director for each school has been working closely with all faculty to ensure they are comfortable with the technology in their assigned classrooms. They are a tremendous resource for complicated issues or instructional questions and support. Additionally, many other departments are on the same ticketing platform. That simplifies the request process for you while ensuring you receive the help you need! So don’t hesitate to reach out to us with your questions. We are here to help!
