Technical Support - CUMC IT Service Desk
Technical Support provided by the CUMC IT Service Desk is provided for free to CUMC IT faculty, staff and students. This includes initial troubleshooting, diagnosis and resolution when possible. Depending on the request or issue, escalation to higher tier technicians or other support groups may be necessary.

Service Description
Services provided include:

• Computer Technical Support - Troubleshoot and triage computer problems related to hardware, software, network connections, classrooms, e-mail and various systems logins. Provide problem diagnosis, resolution, or escalation to second or third tier technicians.
• Account Access and Management - Create and manage computer accounts. (e.g., UNI, Windows domain logins, email, Citrix). Please note that the Service Desk does not have full access to troubleshoot some types of accounts, please see individual Accounts information in this Service Catalog for information or call the Service Desk with any questions.
• Service Requests - Process or pre-process service requests, including hardware and software installation, firewall exception, IP registration, and exchange accounts. Verify information, obtain approvals, create appointments for site visits by field technicians, and more.
• Computer Training and Documentation - Create and maintain customer self-service information (including FAQs and tutorials) on our public website, hand-outs, and online forms, as well as our Knowledge Base. Provide Q/A computer training.
• Software Installation and Troubleshooting - Provide software installation and troubleshooting assistance via remote support.
• Software Purchases - Sell SAS and SPSS statistical software to Columbia University Faculty, Staff, and Students at an academic discount.