Computer Technology Support

Information Technology Services provides support for student-owned computers and university-funded faculty/staff computers.

Students

ITS computer support services include:

In addition to support for their own desktop and laptop computers, students can visit ResNet in Speare Commons to request device registration, data backup and restoration, software installation and assistance with connecting to HuskyCable.

Faculty/Staff

ITS computer support services include:

Faculty and staff can get support for their university-purchased computers or networked printers by submitting a myHelp incident or request or by contacting the ITS Service Desk where Service Desk Technicians will diagnose problems and recommend or perform tasks to restore technology operations.


Virus/Malware Removal

The ITS Service Desk and the ResNet Resource Center assist students, faculty and staff with malware removal by diagnosing and removing identified malware on computers, and checking machines that are suspected of having malware on them. By removing malicious files, ITS helps protect data, promotes faster response times from the operating system, and ensures a safer Northeastern network environment.

The university has Symantec Endpoint Protection antivirus software available for all students, faculty and staff for download from the Software Downloads link on the myNEU portal. It also is part of the base configuration (image) on Northeastern-managed computers, including those in the ITS-managed computer labs. Visit SecureNU for more information.


Warranty Computer Repair

Information Technology Services provides Dell and Apple Warranty Computer diagnosis and repair service for faculty, staff and student computers.

Students

The ResNet Resource Center is a certified Dell and Apple repair center authorized to work on computers under warranty regardless of where they were purchased. For warranty repairs, students should contact the ResNet Resource Center in Speare Commons or call the ITS Service Desk at 617.373.4357 (xHELP) and select #2.

Faculty/Staff

Dell or Apple computers purchased through Northeastern’s computer purchase program include a warranty for computer repairs, which can be performed by certified ITS Service Desk technicians. For warranty repairs, faculty and staff should submit a new incident in myHelp.


Out-of-Warranty Computer Repair

Students

Students who have either a Dell or Apple computer that is no longer covered by a warranty may bring their device to ResNet for diagnosis and potential repair by certified Apple or Dell technicians.

Charges vary based upon service, not including replacement parts:

  • Memory – $15
  • Drive – $25
  • Keyboard – $25
  • Network and Wireless Cards – $15
  • Case Fan – $25

An additional charge may be incurred for purchasing of any parts needing to be replaced.

Faculty/Staff

ITS provides limited support for out-of-warranty Northeastern-managed machines, but additional support may come from your department/school/center or vendor. Refer to the Support Profile chart in the Standard Hardware and Software FAQ.


Network Printing

ITS provides centrally managed printing access for faculty and staff via the university wired and wireless networks. ITS maintains and updates print drivers and configurations for all managed HP networked printers purchased through preferred suppliers in myMarketplace on the myNEU portal. Departments are responsible for any locally-installed printers, i.e., those not connected to the network but directly to desktop computers.

Students are responsible for any locally installed printers.

The Northeastern Printing Plan provides a limited amount of free printing to students, faculty and staff. Each September members of the Northeastern community receive a credit on their Husky Cards that can be used to send your files to black and white and color printers at various locations.


Computer Equipment Relocation

Faculty and staff may request assistance with computer equipment relocation on the Boston campus. This is a fee-based service which includes the coordination, physical relocation, and setup of computers and their related equipment, along with other desktop devices such as printers and telephones. Costs related to this service can be found in the FAQs.

You may request this service from myHelp by selecting Computer Equipment Relocation from the Service Catalog or by contacting the ITS Service Desk at 617.373.4357 (xHELP) or help@neu.edu.


New Desktop Setup

ITS provides a fee-based initial setup service for new faculty and staff desktop computers, including the connection and verification of peripherals such as speakers and local printers. You can request a new desktop setup as an individual request or as part of a prescheduled desktop move. Costs can be found in the FAQs.

Faculty and staff may request this service by visiting myHelp and submitting a self-service request for New Desktop setup from the Service Catalog or by contacting the ITS Service Desk at 617.373.4357 (xHELP) or help@neu.edu.


Support

Students

Students who need support for their computers should contact the ResNet Resource Center in Speare Commons or call the ITS Service Desk at 617.373.4357 (xHELP) and select #2. For assistance in using computers in ITS-managed labs, see the lab staff in each location. For assistance with the Northeastern Printing Plan computers, printers, or swipe-to-print stations, contact the ITS computer lab staff or ITS Service Desk.

Faculty/Staff

Faculty and staff who need assistance with university-purchased computers or networked printers should contact the ITS Service Desk by phone at 617.373.4357 (xHELP), email at help@neu.edu, or in person at the Help & Information Desk in the InfoCommons.

FAQs

Computer Technology Support – FAQs

Updated October 2014