Getting Help from ITS

Trinity University’s Information Technology Services (ITS) provides technical support to all faculty, staff, and students of Trinity University. ITS is dedicated to supporting the technology needs of all users by providing general information on common technical issues and excellent customer service.

How to find ITS:

To get assistance from Information Technology Services (ITS) visit one of our 3 conveniently located ITS Service Desk locations:

  • Coates Library 1st Floor
  • Coates Library 3rd Floor
  • Witt-Winn Hall 042

You can also get in touch by email or phone:

  • Email us at ITSupport@Trinity.edu 
  • Call us at 210.999.7409 (x7409)

Common Supported Issues

  • Outages: ITS system outages, network/wifi outages, or error messages (Faculty, staff, and students)
  • Workstation issues: Issues with Trinity-owned computers, tablets, or phones (faculty and staff only)
  • Classroom technology Issues: issues with standard classroom technology equipment or equipment you have checked out from ITS. 
  • Lab issues: issues with computer lab equipment (faculty, staff, and students)
  • Special AV Requests: processed through T-Space
  • Student Computer Support including:
    • General Computer Setup
    • Operating System Installation
    • Software Installation
    • Virus/Malware Removal
    • WiFi Setup
    • General Troubleshooting for Current Computers and Common Operating Systems

 Non-Supported Issues

  • Personal devices are not supported by ITS for faculty and staff. We highly recommend faculty, staff, and students use the warranty that came with their personal device for hardware support. Alternatively, help can also be sought from independent computer repair businesses.

Requester Responsibilities 

Before contacting ITS, users are encouraged to explore self-help options that are readily available. This information can be found on the ITS Service Catalog, built-in help functionality of the application (if available), and knowledge-base (KB) articles.

In order to provide the best and most expedient service, users should provide:

  • Complete contact information if requesting assistance by phone.
  • Device or application in which you are experiencing the issue.
  • A concise description of the issue or request, including any error messages.

Priority Level & Response Time Definitions

The agreement between the general campus community and Information Technology Services is to allow users to better understand our commitment to providing support related to the services outlined on this ITS Service Catalog.  The priority/impact matrix below is used to prioritize all requests handled by the ITS. Response and Resolution time will be impacted by our operating hours, which can be found on the homepage of this service catalog.​​​​​​​

Priority

Impact

Response Time

Resolution Time

Emergency

Many people cannot work.

15 Minutes

Until Resolved

High

Many people are inconvenienced, work can still be performed.

1 Hour

8 Hours

Medium

One person cannot work.

2 Hours

16 Hours

Low

One person is inconvenienced.

4 Hours

24 Hours

 

 
Contact ITS

Details

Service ID: 12486
Created
Thu 3/3/16 2:53 PM
Modified
Wed 8/11/21 10:55 AM