The on-site technical support staff can perform in-office services to fix your technology problems.
On-site technical staff will visit your office and provide the following services:
- Fix reported hardware or software problems
- Help you conduct a needs assessment and find the best approach to solving technology problems
- Consult with you regarding technology needs and purchases
- Assist you with purchasing recommended hardware and software
- Set up and configure network printers and copiers
- Assist you with configuring university-owned mobile devices
- Upgrade, repair and replace your university-owned computers, printers, scanners, monitors, keyboards, headphones, etc.
The on-site technicians work out of three campus precinct offices. This allows us to get to know you better, provide a fast response and be familiar with your area of the campus and your technology needs. Each of the three precincts are headed up by a team lead.
The team lead monitors all service requests (SRs) for their precinct in TechHelp, and supervises student employees. They also coordinate and assist with special projects and campus-wide upgrades.
Requesting On-site Technical Support
Just contact the OTS Faculty/Staff Help Center at 410-704-5151 or submit a TechHelp service request. If the problem cannot be solved over the phone or through Remote Control assistance the Faculty/Staff Help Center will create a service request in TechHelp and assign an on-site technician within an hour. An on-site Technician will contact you to set up an appointment within four business hours.
It is always best to contact the Faculty/Staff Help Center rather than the on-site technician or the team lead directly. The Faculty/Staff Help Center knows who is on vacation and who is able to get to you the quickest.
After the on-site technician resolves your problem, you will get a service record with a comment card which you can detach and return to us. The service record helps you keep track of the issues and repairs made to your computer and the comment card lets us know what kind of job we’re doing and how we can improve our service.