IT Service Desk

Article Type: General Information

IT Resources: Get Help and Support

As the IT Service Desk returns from the COVID-19 pandemic we will begin providing walk-up assistance with guidelines. The Service Desk will be staffed to answer calls, chat, email and handle ticket requests during our regular hours.

Call Center Hours:

Monday – Thursday: 8:00 A.M. - 5:00 P.M. (Walk-up Assistance Available)

Friday: 08:00 A.M. – 5:00 P.M. (Remote Assistance Only)
Saturday: 8:00 A.M. - 1:00 P.M.
Sunday: Closed

Physical Distancing

The doors will be unlocked between the hours of 8:00AM-5:00PM Monday-Thursday. A social distancing protocol has been put into place for the safety of all. Please review the following list prior to visiting the IT Service Center.

1. Any individual entering the IT Service Center is required to wear a mask.
2. Only one individual will be allowed in the IT Service Center at a time.
3. Enter through the door clearly marked with the Enter sign. If you need assistance, please knock on the door.
4. The Service Desk personnel will ask for your name, StarID and the assistance requested.
5. If you are requesting password assistance, you will stand at the counter to the right side.
6. If you are requesting laptop assistance, you will stand at the counter to the left side.
7. If you are requesting MFA assistance, please bring your phone device with you.

The Service Desk may use remote assistance tools to connect and provide support in person to maintain physical distancing.

After Hours Support

• To process your request efficiently, please submit your specific Service Request.
• If you are experiencing issues, please report an Incident.
• You may also contact the IT Desk or by phone at 651-793-1240.
• Once you have submitted a ticket it is best to log into the Service Portal with your MinnState login to view and provide all communication pertaining to any of your submitted tickets. Once you are logged in click Services at the top and then click Ticket Requests to view your submitted tickets.  
• You may also find the information or instructions you are looking for by searching the Knowledge Base or by using the link located from the blue header at the top of this page. To view the full range of services and knowledge base articles available to you make sure you log in.

Chat Support and Remote Support Tool:

• Click on the Desktop shortcut, Technology Services Chat tool, from any university owned Windows computer, instructor station or lab computer.
• Technology Services Chat - University Remote Support Tool
• Technology Services Chat - Download for MacOS

Other Resources:

• All Metro State Classroom Phones (all campuses) have a speed dial button to reach IT Services
• Minnesota State IT Service Desk
• Minnesota State Connect
• State Employee Self Service
• Want to learn more about Zoom? New to Windows 10? Want to improve your Time Management: Working from Home? Try searching for these topics and more through LinkedIn Learning to watch and learn through videos and courses.