What can the Help Desk help me with?

At the Help Desk, we are dedicated to helping students and law school employees with their technology problems. We strive to create an environment where you can know where to come for help, so you don’t have to think about it more than necessary. We ask for your patience as we work to solve your computer problems. Many of the issues we handle are unique and sometimes we have not encountered them before, however, that does not change the fact that we will do all that we can to help you.

The Help Desk will always attempt to solve your problem, but if it takes more than 10 minutes and there are others waiting, we might ask that you make an appointment with us and return again when we have more time to take a look at the problem.

Policy

Backup
- Faculty need to be backing up their files. All full time faculty and staff should have Crashplan. If they lose a file and they have not been backing up to Crashplan, the file is lost. You can try and find it if you can but do not waste your time. https://byu-law.atlassian.net/wiki/spaces/HELP/pages/749109281
Imaging
- If a problem appears that it will take a long time to fix, the Help Desk may suggest that your computer be "imaged." This is only for faculty. This will restore a computer back to BYU’s default settings. As long as they are backing up their files on Crashplan, they can get everything back.
Hardware Support
- The Help Desk can troubleshoot and diagnose hardware problems, however we do not service any hardware. If hardware service is required, the Help Desk will default to the manufacturer's warranty. For faculty, we take care of getting them this service. For students, the Help Desk can aid you in contacting the appropriate person.
Network Connectivity
- The Help Desk can help you connect to the network and configure your computer to connect correctly. Some network issues must be resolved by BYU OIT, but we can direct you to them if we are unable to help you.
Printing
- Students can print to any Co-Op printer and faculty can print to any Faculty printer through PrinterLogic. Students have to pay for pages in order to print.
- Any problems with student printers including jams, out of paper, out of toner, or any error message on the printer MUST be called in to the Help Desk. Generally we can respond to printer problems within a few minutes.
- If you need to print on special paper (e.g. to print your resume on bond paper), come to the Help Desk.
Passwords
- If you are having problems with your law school email password, the Help Desk can reset it for you. If it is an issue with your netID password, you will need to contact OIT at 801-422-4000.
Software Problems/Conflicts
- The Help Desk can assist you with software problems and conflicts. We can help with Law School Software given by the IT department and most standard software. Some software offered by the library we are unfamiliar with, but will try to help where we can. Otherwise, we may redirect you to someone in the library who is more familiar with that software.