Services Provided

The ResNet help desk staff is comprised of full-time students who share an affinity for fixing computer problems and helping others. The services the help desk provides are free to all on-campus residents of the university. We will help students assess any computer problem and try to resolve all issues within our means. Here are a few examples of the types of issues for which we can provide assistance:

Software issues
Adware/spyware removal, trojan removal, anti-virus installation, virus removal/prevention, system updates, system restores

Hardware issues
Hardware component installation, laptop screen replacement, iPhone screen repair, assistance with peripherals (printers, scanners, etc.), data recovery

Network issues
Connectivity problems, network authentication problems, Wi-Fi problems

Miscellaneous
Password changes, login issues

The ResNet helpdesk provides the following levels of service for students experiencing computer or network problems:

Walk-in service
Students who want the fastest possible service are welcome to stop by the ResNet help desk with their network device. Many minor issues related to network settings, connection issues, etc., can typically be resolved in about 30 minutes.

Drop-off service
For more involved hardware/software problems, students can drop off their computer/device at the ResNet help desk. Students who own desktop computers need only supply the CPU -- not the monitor, keyboard, mouse or other peripherals. 

House call
House calls are a great convenience to students. If you need help configuring your computer to connect to the network, or are having a problem with one of your peripherals, you can call the ResNet help desk and arrange for someone to come to your room to provide assistance. (Please note that during the COVID-19 crisis, house calls will only be performed when necessary to resolve an issue.)

Phone support
Help desk staff try to resolve many issues over the phone. If the problem can't be resolved remotely, they may recommend taking your system to the help desk or scheduling a house call.

 

Support for off-campus students
The ResNet help desk offers pay-for-service computer support to Kutztown University students residing off-campus. However, we do not offer on-site support for off-campus students. All off-campus support is provided in-house at the ResNet help desk.