Service Description
If something is not working properly or you're experiencing an unexpected interruption to one of our services, Fear Not! We can still get you help and we'll do our best to help get you back up and running.
Alternatively, if nothing is broken but you need to request something from ITS but don't see a service listed in our Mines Help Center service catalog, this similar service geared for IT-related requests may help get you what you need. In addition, letting us know about needs we don't offer or aren't getting found, helps us adapt to better serve your needs! Get started now by submitting an I Need Something from ITS ticket
Audience
Students, Faculty, Staff
Service Levels
Tickets submitted using this option often have one or more additional layers involved. Submissions needing to be triaged often result in slower support compared to specific service options, which get directed to specialized teams and gather specific information right away.
During busy times, work is prioritized in such a manner as to minimize overall wait times. In addition, tickets with fewer details initially may likely experience a longer support time versus tickets submitted through specified services, where tickets can be routed directly to specialized teams with the information needed for resolution.
Requirements
Based in the issue experienced, additional information may often be needed by the support team. For this reason, it is highly encouraged to use service options that match specific issues, when possible in order to provide the best experience, as possible.
If the device you're seeking help with is able to connect to the network, remote support may be an option.
If you are working with one of our support professionals remotely, you may be asked to download one of these remote maintenance host applications. Once installed, our support professional will join your active session and provide support in the most efficient way possible. You will see what they are doing and should be in telephone contact while this activity is in progress.
ITS Remote Support Tool (TeamViewer)
-What computer am I on? (IP Finder)
Service Charges
Free.
Requesting Service
If you experience IT issues but aren't sure what the issue may be, visiting the Mines Service Center or calling x2345 or 303-384-2345 during MSC staffed times will often lead to the fastest resolution.
Alternatively, you can create a ticket using the button located on this page and by filling out the corresponding form. Please provide as much information as possible, including error messages, location, history, etc, as well as any screenshots you can take, to help us support your issue as effectively as possible.
Documentation
Self-service information can be found in our Mines Help Center Knowledge base, with new topics continually being added based on your feedback! Additionally, you can also consult the following online resources:
Visit the ITS Home for News and more about our organization
Sign Up for RSS alerts, Including Outage Announcements.
Mines Emergency Alerts
Technology Buying Guide