Computer Issue

Service Description

Computer Issue

The Information Technology team extends its support to troubleshoot and repair hardware components or peripherals specifically for staff and faculty on campus-owned client devices (Laptop, desktop, iPads, etc.).  

Important Note: Limited support is also available for department-owned devices. 

Disclaimer: If remote efforts for off-site support fail, it may be necessary to bring or send the device to campus as the last step in support efforts.  

Standard Features: 

Our dedicated Information Technology experts can address a range of hardware-related issues, including but not limited to: 

• Battery-related problems (e.g., laptop not charging) 

• Device or hard drive issues (e.g., computer not turning on) 

• Keyboard issues (e.g., missing keys) 

• Memory/RAM issues (e.g., low memory errors) 

• Mouse issues (e.g., unresponsive mouse) 

• Monitor/display issues (e.g., no video output) 

• Network/NIC card issues (e.g., no Internet connectivity) 

• Optical drive issues (e.g., CD/DVD not playing) 

• Network printer issues (e.g., printer is "offline") 

• Projector issues (e.g., display is dim) 

• Scanner issues (e.g., not recognized by computer) 

• Speaker issues (e.g., no sound) 

Optional Features:

Optional Service Features include:

• Optional Service Features include the ability to submit a warranty claim to replace hardware components if necessary. 

Important Note: Limited support is also available for department-owned devices. 

Disclaimer: If remote efforts for off-site support fail, it may be necessary to bring or send the device to campus as the last step in support efforts.  

How to Request      

Click the "Request Service" button and complete the request form.

 If immediate assistance is required, please contact the IT Service Desk:

• Phone: 940-898-3971
• Email: servicedesk@twu.edu

Roles and Responsibilities 

User Responsibilities:  

• Users are responsible for providing detailed information related to the request, including their contact information, device name, location of affected computer(s), and a detailed description of the problem. 

• Users agree to allow Information Technology staff to access their office to troubleshoot the hardware issue. 

• Users are responsible for purchasing warranties and support through various vendors for department-owned devices. 

• Users agree to allow Information Technology staff to access their computer(s) remotely to troubleshoot the hardware issue. Please Note: Restarting the problematic computer and/or peripheral often resolves many hardware-related issues. Before opening a ticket with the IT Service Desk, please ensure you have restarted your computer to check if this resolves the current issue.

Note: A delay in response and resolution time may occur due to missing required information.  

IT Responsibilities: 

• Information Technology will assist with hardware that is not functioning properly. 

• Information Technology will provide best effort support to technology purchased by departments. 

• Information Technology will communicate the status of the request to the user as needed. 

Service Audience  

Faculty, Staff, Student

Service Level Agreement (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).