Help Is On the Way

Technical Support | Staffed computer labs | Free training 
Duke Computer Repair

Technical support 

Students, faculty and staff can tap any of several resources for technical support at Duke.

Help@Hand

When you need help with a computing issue, search Help@Hand, Duke's online knowledgebase of computing help documents. Here you'll find resolutions for common error messages, documentation on how to perform functions in popular applications, and much more.

Use Quick Search to look for key words or an error message, or use Advanced Search Options to narrow your search further. The knowledgebase will return all the solutions that match your search criteria.

Ask for help

If you can't find a solution at Help@Hand, you can ask for help (you can also click Submit a Case to Tech Support from Help@Hand). Complete the online form and select OIT Service Desk as your technical support group. You'll receive an email confirmation from the Service Desk with your assigned case number. A Service Desk analyst will contact you about your issue. You can also check the status of your case online.

OIT Service Desk

The OIT Service Desk provides support for computer software, Duke NetIDs, email accounts, Internet access issues, and more.

The Service Desk works hand-in-hand with and at the same site as the OIT Service Center, and may refer your computer problem there. If you bought your computer through the Technology Advantage Program (TAP), the Service Center can help resolve your software issues and coordinate hardware support with Duke Computer Repair. If one is available, the Service Center will provide a loaner laptop while yours is being serviced. If you didn't purchase your computer through Duke, OIT has partnered with a vendor, NetFriends, to provide a fee-based computer repair service.

To contact the OIT Service Desk, ask for help, call 684-2200, or visit them in Room 02C Bryan Center, West Campus.

SWAT

SWAT (Students With Access to Technology) is a group of OIT-trained students and staff who help students connect their personal computers to DukeNet. One of SWAT's primary missions each semester is to make sure each student's computer is connected to DukeNet by the time classes start. While classes are in session, SWAT staffs labs in Alexander, Brown, Craven, Perkins and WEL.

Staffed computer labs

OIT manages many general purpose computer labs across campus. The labs are designed to meet a wide spectrum of student needs, and feature Windows, Macintosh and Linux systems and high-speed laser printers. Each lab provides cutting-edge hardware and software to support activities such as desktop publishing, word processing, multimedia, Internet research, and Web publishing.

In addition to the general purpose labs, OIT oversees two Multimedia Project Studio labs. The studios feature digital video editing systems, multimedia and Web development workstations, and a number of peripheral devices (for example, drawing tablets, flatbed scanners, slide scanners, VCR, TV/video digitizer). The systems offer a variety of software programs such as Macromedia Dreamweaver, Adobe Illustrator, Final Cut Pro, and iMovie.

All of OIT's labs are conveniently located close to residential halls and academic buildings, and most are open 24 hours, 7 days a week. In addition to the labs, email terminals are located in key areas across campus for quick access to your email.

Free technology training

Take advantage of the free technology training OIT's Student Technology Services (STS) offers to students and faculty. This training is designed to help prepare students for their academic and professional careers by enhancing their technology skills. Students may enroll in hands-on workshops on a number of software applications and technology topics. STS also works with faculty to train their students in computer technologies they need to succeed in the classroom.

Duke Computer Repair

If the OIT Service Desk is unable to resolve your computer hardware issue, they'll refer you to Duke Computer Repair. Computer Repair is the university's recommended computer repair center, and is authorized to perform warranty repair for many major computer manufacturers. Out-of-warranty repairs are peformed for a fee. Computer Repair staff can also recommend and install a full line of upgrade hardware, including hard drives, memory, and system boards. The Duke Computer Store provides a convenient pick-up and drop-off site for Computer Repair, which is located off campus at 3523 Hillsborough Road in Durham.