Computer Support and Repair

We are here to help. The IT service desk team includes several certified technicians, all with years of experience in computer support. Repair services include:

1. Software - our team of technicians can cover your needs with most standard software packages. Services include deskside coaching (one-on-one sessions where you set the agenda), spot coaching (to help you with a particular feature or solve a specific problem) by phone or in person, troubleshooting problem applications, and installing or re-installing software. Included as software is the operating system of your computer, whether Windows or Apple.
2. Hardware - basic hardware services are provided on site. Our team can troubleshoot problems and install or replace components. If your computer is still under warranty, however, or if the problem is more advanced, we will usually assist with returning the computer to its vendor for servicing. It typically takes 8-12 days for a computer to return from the vendor. NOTE: for computers that are not university owned or CAC there is a charge for hardware work of $25 for the first half-hour and $25 per additional hour.
3. Ghosting - for standard models on campus, including CAC computers, the IT team is able to "ghost" the computer back to the original software and OS configuration. This is a quick (about 15 minutes) solution to complex software or operating system problems. Your personal files will need to be backed up to another drive or CD-ROM before ghosting. In many ways, ghosting is like setting the clock back to the day you first got your computer (too bad it doesn't remove scratches and dentsâ?¦).

How long will a repair take? This is the magic question. When you first call or bring in your computer, our technicians will spend up to 15 minutes troubleshooting the problem. If the repair will take longer, a request will be created. All requests are tackled in priority order, with machines that are still in working order tackled after requests for computers that are no longer able to support the academic or GFU business needs of our customers. We do our best to work through requests in a reasonable amount of time, depending on workload. August through October is our busiest season, while March through May is your best chance for prompt work. NOTE: for 2003 and newer CAC computers ONLY a loaner computer will be provided any time your computer needs to come in for repairs lasting more than a day.