For Luther-owned Workstations

The Technology Help Desk will make every reasonable effort to resolve the issue as quickly as possible. Assistance may be rendered in person, via email, or via VNC (Remote Connection). Steps taken may include:

• In-depth troubleshooting and research
• Installation of Software
• Re-installation of Drivers
• Virus and Anti-Spyware Scans
• Replacement of hardware (keyboards, mice, monitors, etc)

Some problems may be sent to others within ITS for resolution. These include telephone or network issues, audio-visual replacements (permanent), or programming requests.

If reasonable efforts fail, the workstation may be sent to User Systems for complete re-imaging. This process involves backing up the user’s data and putting a fresh install of the Operating System and all applications. Some personal settings may need to be reconfigured.

Lab workstations and Podium computers are typically re-imaged rather than spend excessive amounts of time on repair.

For Personal Computers

The Technology Help Desk will make minor to moderate repairs to personal computers at no charge, however the owner is responsible for the cost of parts. Typical services include boot and driver issues, OS installs, hard drive failures, some component replacement, etc. We don't cover all major repairs or repair phones, gaming consoles, printers, etc. We reserve the right to refuse service, and the owner assumes all liability. Repairs are accepted as workload allows and typically not during breaks, summer, J-term, or during the first two weeks of the semester. The minimum turn around time for any repair is three (3) business days.

The Help Desk now provides the following services:

• General Hardware and Operating System troubleshooting
• Boot issue diagnosis/resolution
• Operating System installs
• Drive formatting & wiping
• Electronic recycling and donation
• "Lock-out" service (regaining access for forgotten passwords)
• File backup and drive clones
• Hard drive and RAM health assessment
• BIOS/Firmware updates
• Dusting/Cleaning
• Hardware component replacement, including:
  • Hard drives
  • Cables
  • RAM
  • Wireless Cards
  • Optical Drives
  • Entire keyboards
  • Modular jack/port/power supply boards
  • Case/screen replacement on some models

The Help Desk does not provide the following services:

• Perform work without in-person, written consent from the owner in the form of a waiver.
• Come to residence halls or private residences
• Order parts on behalf of the owner
• Replace motherboards
• Short testing
• Soldering
• Work on mobile devices
• Work on gaming devices
• Work on printers/faxes
• Replace or repair sub-parts of some components, like keyboards, screens, mice, etc.
• Install operating systems in languages other than English

Service Availability

Desktop and Laptop Support is available to Faculty, Staff, and Students of Luther College to varying degrees.

Related Services

• Local Service Provider