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Contact Info

Kettler (KT) 206
260-481-6030
helpdesk@ipfw.edu

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Help Desk

The mission of the ITS helpdesk is to provide all IPFW clients, including faculty, staff, and students, with professional high-quality service through a centralized point of contact. We will strive to provide dependable support to ensure efficiency and productivity while maintaining ongoing relationships with IPFW clients through collaboration, integrity, respect, and teamwork.

Hours of Operation

  • Monday through Friday: 7:30 a.m. - 11:00 p.m.
  • Saturday: 8:00 a.m. - 6:00 p.m.
  • Sunday: 12:00 p.m. - 10:00 p.m.

Password reset

  • If you do not remember your current password, you can have it re-set by going to the ITS Help Desk (Kettler Hall 206). Photo ID is required so phone requests for password changes cannot be honored for security reasons.
  • If your password has expired and you have run out of grace logins, please call the Help Desk at (260) 481-6030 to have your number of grace logins increased.

When contacting us provide the following information

  • Your username, phone number, workstation location, and computer type
  • Description of problem and complete error message (ensure that you record the message)
  • Software application name
  • What steps were taken to resolve the problem, and accompanying results of each step.
  • Hardware issue: property tag or generic id of equipment involved.

Lead time

Each call will be assigned a priority based on the severity of the problem. Highest priority is given to fixing malfunctioning machines and correcting software access problems. New software installations and other tasks that are not time-sensitive are given the lowest priority. Maintenance support is provided for university-owned computers, printers, and selected terminals.

Service expectations

The staff at the ITS Help Desk will work to resolve your issue upon first contact. In the event we are unable to resolve your issue, we will escalate and/or redirect you to the appropriate support service. When contacting the Customer Service Center, you will receive a ticket number that can be used to track your issue.

Services

Security screen lock

Due to the implementation of security screen lock, IT Services technicians cannot work on your computer when screen lock is invoked and you are not at your computer. Instead, they will continue with their next scheduled call. If you have reported a computer problem to the Help Desk and are expecting a visit from an ITS technician, be sure to completely log-off or shut-down your computer when you leave your office. If your computer is logged-off or turned-off, the technician can work on it regardless if you are physically there or not.

Staffing