1. School of Human Ecology Technology Support
DESKTOP COMPUTER SUPPORT PROGRAM
The School of Human Ecology (SoHE) works with the DoIT Help Desk
to coordinate desktop technical support provided to SoHE faculty
and staff by SoHE technicians. All SoHE desktop computer
(hardware and software) support requests should be directed to the
DoIT Help Desk (4-HELP or 4-4357).
The following procedures will be used for processing requests:
1. Call 4-HELP (4-4357) and make the appropriate selection from the phone menu:
1. Campus Network, Learn@UW, My UW-Madison, Web
enrollment, WiscWorld, E-mail, ResNet and other Internet
2. University Systems – ISIS, SFS, Payroll, 3270, Voice Mail
3. Desktop Applications, Windows or Macintosh operating
4. Telephone Repair
5. Computer and Printer Repair
2. Once connected with a DoIT Help Desk Representative:
Provide first and last name and (if required) university ID. Identify
yourself as a "School of Human Ecology GOLD CUSTOMER”. Indicate
whether you are calling from your office or other location. You
will be asked whether you are using a Mac or a PC and whether
you are on the campus network.
3. DoIT Help Desk handles requests in the following manner:
• The agent answering your call will work with you for up to 10
minutes to address the issue immediately.
• If the problem is not resolved and can be handled over the
phone, the case will be routed to a Help Desk expert who will
contact you usually within the hour, but in at most 4 hours.
• If not resolved, the case will be routed to SoHE student
computer technicians who will contact you for further diagnosis
and problem solving in at most a day.
• If the problem is still not resolved, senior SoHE computer
technicians will respond to resolve the problem.
2. School of Human Ecology Technology Support
• For Printer hardware problems: A printer technician from DoIT
User System Services will be dispatched to your SoHE office
for repair. You or your department will be responsible for a
time and materials charge by DoIT for these calls. For these
problems you should request that the problem NOT be sent to
the SoHE techs.
3. School of Human Ecology Technology Support
What you can do before you call the HELP Desk:
• Know as much about the problem as possible.
• Determine whether this is a problem with a single application
or file, a problem with more than one program, or an network
• Check if others in your work group are experiencing similar
• Be able to list the last three things you did on the computer
before the problem occurred.
Contacting the DoIT Help Desk for all desktop technology support
ensures that you receive a quick resolution to common questions,
and the SoHE students who are on site for a limited time will
respond most efficiently to those issues that require further
diagnosis and in-person follow-up. In addition, tracking your
problems will help us in allocating SoHE technology resources in the
4. Always get a DoIT Help Desk case number:
The Help Desk agent should give you a "case number" to facilitate
tracking the problem if it is not resolved within the first 10 minutes.
(If not, ask the Help Desk agent for a case number.)
5. Response time for the SoHE student computer technicians:
Problems will be handled on a first come first serve basis. If SoHE
student computer technicians cannot address the problem within 24
hours, they will notify you. The SoHE student computer technicians
are instructed not to enter your office unless you are present or you
have given express permission for the students to be in your office
when you are not present.
ROOM 34 COMPUTER LAB
If there are problems with the lab, contact the DoIT Help Desk (4-
HELP) and report the problem as detailed above. You may also
email firstname.lastname@example.org if the problem prevents the lab
from being used for teaching.
Students are required to take their files with them when they leave
the lab. Files may be deleted from the hard disk of any computer in
the lab without warning. Zips are no longer supported in the lab
4. School of Human Ecology Technology Support
Students should use USB flash drives, burnable CDs or burnable
The lab computers have access to the h: drive. This drive allows all
students to use files placed on the server by the faculty. To place a
file on the h: drive from your office, go to the S: drive on your office
computer and go into the lab folder. This is what the students see as
the h: drive. Create a folder with your class name on it and place
your files inside of that folder. Folders will be deleted after each
semester, so you should make sure that you have a backup copy of
all files saved in the lab folder.
To schedule SoHE audiovisual equipment:
Email email@example.com at least 24 hours before the
equipment is needed. The request must contain: the list of
necessary equipment, the dates and times when needed, and the
length of time the equipment will be needed. We will let you know if
there is a scheduling conflict or if the equipment is not available.
The individual requesting the equipment will be responsible for
picking up, setting up, and returning the equipment in good working
order to the A-V Storage Closet, 163.
The A-V equipment is in storage closet 163. Faculty/Academic Staff
using the equipment on a weekly basis can be issued keys to this
room, contact Jonie Bonfield (262-0017 or firstname.lastname@example.org) for
key request procedures and forms. For less regular uses,
departmental administrators have a key to access storage closet
If needed equipment is not available, try HC White Media Center or
Room 118 is NOT supported by SoHE technical staff. For access to
technical equipment or problems with technical equipment in room
Derek Dombrowski (Phone: 265-9697 or Email: