The Technical Support Center (TSC), located in the Webb Center, is the central point of contact to the Office of Computing and Communications Services.
Technical Support Center's New Location
The Technical Support Center (TSC) has moved to its new, permanent location in Webb Center - Room 1504.
Hours of Operation:
For Summer Semesters:
- Monday through Friday -- 8:00 a.m. to 9:00 p.m.
- Saturday -- 8:00 a.m. to 4:00 p.m.
-
Sunday -- closed.
There are multiple ways by which you can obtain assistance to resolve your technical problems.For quick resolution, we recommend using these methods in the following order:
- IT Knowledge Database. This database has solutions for many of the most common troubleshooting resolutions and answers to the most common questions.Searches can be executed through key words, or you can drill down to specific items within general categories.
- FootPrints. This is the University's web-based incident tracking system used by the OCCS Technical Support Center to track all requests for technology information, services (other than billable items such as new voice or data network services) and assistance. By logging into FootPrints with your MiDAS account, you can submit a detailed request for information, service (less billable items) or assistance and find out the status for all of your tickets. For instructions on how to use FootPrints please see the FootPrints how-to.
- occshelp@odu.edu. You can also email us with a detailed description of the technical problem. Please provide your full name and University Identification Number (UIN) so that we can research your accounts. Questions or problems reported through email at occshelp@odu.edu will be responded to as soon as possible, but no later than the end of the next working day.
- Phone. You can call us at 757-683-3192 or toll free at 877-348-6503 to speak to a technician during our business hours.Questions about basic technical issues can usually be taken care of immediately. If not, a FootPrints trouble ticket will be created and sent to the appropriate team for resolution.You will get a copy of the trouble ticket sent to your ODU email account.
- After hours support. Currently, after hours support is provided remotely through email and FootPrints.
Priorities for OCCS Resolution:
High Priority (resolved within 24 hours): Technical problems that directly impact or impair a large number of people's ability to work across the campus. For example: campus/enterprise network outage, outage or intermittent outage for a building or College, server down, central application issues for systems like Banner, email, and virus issues.
Medium Priority (resolved within 3 working days): Routine technology problems that impact a single individual eliminating their ability to perform their duties and there are no other computing resources available to that individual. For example: a computer 'blue screen of death', a network port is disabled, and unable to login.
Low Priority (resolved within 10 working days): Problems that affect a user but does not impair their ability to do their work. For example: notifications of possible errors or warnings that, once the user clicks 'OK', allows the user to continue working; can not print using a specific printer but user has access to other printers.