Knowledgebase
Student support services offered by the IT Center
Posted by Aaron Klein on 16 September 2013 03:38 PM

The IT Center strives to provide the best support it can offer to our student body.   The wide array of personal devices that are brought to college does limit the scale of work that can be performed within our office.  This article will outline the basics of support for our students with personally owned devices.

The IT Center does not offer hardware support on student devices.  Students can bring their device to the office for an initial assessment of what may be wrong or need repaired.  For example, if there is an issue with the hard drive and it needs to be replaced.  For systems that are under a warranty we will advise you to contact the manufacturer of the device to find out how you can get the issue resolved under warranty.  Should the system not be under warranty we can provide general guidance as to what may be wrong and will likely direct you to an outside computer service for which the college has partnered with. The IT Center will assist in the initialization of the repair with the vendor, however all authorization and other transactions will be between the vendor and the student. Charges that are incurred for vendor’s service are the responsibility of the students and not that of Bridgewater College.

The IT Center will assist with connecting any student device to our wired or wireless network.  In the event the system will not connect, we will attempt to troubleshoot why the device is not working and provide advice on a solution which, in some cases, may include purchasing a different network adaptor.

If a computer becomes infected with malware, we would first recommend that you attempt to remove the malware on your own.  We have articles providing information to online scanning tools as well as an offline scanning tool which has proven to be very effective at removing malware.  These are the same tools we will use in our office should the system be brought to us.  Running full malware scans on systems is a time-consuming process and it may take up to 2 business days before we can return a computer after a full scan comes back clean.  We recommend running full scans on the system until the scanner no longer returns found malware before ruling the system clear of infection.

Occasionally, malware can cause damage that cannot be fixed by a scan. Regardless of what type of laptop, we can reload the Windows operating system for the student. (NOTE: This pertains to windows computers only.  We cannot reload Apple systems or non-conventional computing platforms, such as tablets.) We may ask the student to provide the operating system disk to perform this reload.  In the event of a reload being needed, the student is responsible for having a backup of their personal information as well as any installed applications that are on the computer.  

The IT Center is open for students to bring their systems to the office Monday - Friday from 7:30am - 4:30pm as well as Monday - Friday 6pm - 9pm in the Library.  Students who bring their computers in will be asked to fill out a computer assessment form and leave the system with us.  Students having their system looked at in the Library must stay with the system while work is being performed.

If you have questions or need further clarification please contact our HelpDesk at 540.828.HELP or help@bridgewater.edu

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