About TU


OFFICE OF TECHNOLOGY SERVICES

Faculty/Staff Help Center Students Click Here

The Faculty/Staff Help Center is the first point of contact for your computing needs. Over 80% of the problems and issues that are reported are resolved with the first telephone call. When necessary, the staff will arrange for an office visit by a technician.

Telephone Support (Including Remote Control Assistance* for Campus Computers)

Number:

410-704-5151, 2+2+2 on the voice menu

Fall and Spring Semester Hours:

Monday through Thursday, 8 a.m. to 7 p.m.

Friday 8 a.m. to 5 p.m.

January and

Summer Hours:

Monday through Thursday, 8 a.m. to 5 p.m.

Friday: 8 a.m. to 4 p.m.

After Hours

All Year:

Assistance is available nights, weekends, and holidays through our support partner whenever the campus Faculty/Staff Help Center is closed. Please listen to the recorded information for instructions when calling after hours. Click here for FAQ.

TechHelp Client Portal

Website: Click Here

Live After-Hours Chat Assistance (When the Faculty/Staff Help Center is Closed)

Website: Click Here

Walk-In Assistance

Location: Cook Library Room 29

Remote Control Assistance*

Remote Control Assistance allows OTS staff, with your permission, to view your desktop or take control of your computer to fix a problem, install software, or show you how to do something. Your computer needs to be turned on and connected to the Towson University wired network. Remote Control Assistance is not available over the wireless network at this time.

Self-Help Assistance

Hundreds of self-help documents, quick sheets, movies, and other resources are available 24/7. Click here for more information.

Training

Workshops are available in a wide variety of topics and software products. Click here for the calendar or to register.

Information on  Frequently Requested Topics

On-Site Technical Support

Problems that can't be resolved over the phone or through Remote Control Assistance are assigned within an hour to a technician who will contact you within four business hours to schedule an appointment. The Distributed Support Services staff operates out of three campus precinct offices for rapid response.

Triage and Service Prioritization

To ensure critical problems and issues are handled quickly, all requests are evaluated based on “triage” guidelines and impact on essential instructional and business services. The following chart is provided for transparency in understanding our decision-making approach:

Triage Color Examples


RED:

 

SEVERE WIDESPREAD
IMPACT

 

 


  • Issues that affect public health or physical safety
  • Campus-wide outages of critical services like the Exchange email server
  • Widespread malware or virus infections with a high potential for data loss
  • Serious security exposure, such as multiple compromised accounts
  • Loss of primary communications systems, such as telephones
  • Widespread network outage for campus or building


ORANGE:

 

CRITICAL IMPACT
ON A GROUP

 


  • Major issues that affect classrooms or labs
  • Disruption of instruction or direct services to multiple students
  • Significant PeopleSoft issues, especially during peak times like registration
  • Loss or serious problems with entire workgroup or departmental applications or systems
  • Loss of services to critical or essential personnel and their staff
  • Problems that affect core academic and business offices and their leadership


YELLOW:

 

CRITICAL
IMPACT ON AN INDIVIDUAL
  • Issues that prevent an individual from doing work and there is no alternatives available
  • Individual network connectivity problems
  • Individual cannot access a network resource
  • Loss of a network printer when there are no other printers in the area
  • Account or login problems with no alternative to get time-sensitive work done
  • Computer deployment or setup for faculty and staff
  • Individual malware or virus infection or other serious or time-sensitive security issue


BLUE:

 

ESCALATED REQUEST

 

 


  • Ongoing issue that has not been resolved
  • Time constraints have changed; solution is needed sooner than previously determined
  • Issues that have required multiple attempts to correct the problem
  • Problems where service has been delayed
  • Situations where a client has had an unacceptable customer service experience


GREEN:

 

STANDARD REQUEST



  • Routine request for either an individual or group
  • Work that can generally be completed within five business days without major adverse work impact
  • Setting up new computers, laptops, tablets
  • Local or network printer install
  • Routine Computer Trade-Up program installations
  • Upgrades and enhancements
  • Installation or configuration of Towson services on personally owned devices for use at work
  • Services the client could reasonably do without help from technical staff
 
OTS TechHelp

OTS Alerts

Scheduled PS Dev maintenance complete (PS DEV) at 4/17/2014 8:24:01 AM

Scheduled PS Dev maintenance beginning (PS DEV) at 4/17/2014 7:00:34 AM

vCenter logins now available (vCenter) at 4/15/2014 10:20:06 AM

(more)

 

 

 

Map

Emergencies
410-704-4444

University Police
410-704-2134

Closings & News
410-704-NEWS (6397)

Text Alerts
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