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Information Technology Help Desk

Operational Hours and Exceptions

personally-owned
computer services

Computer services and support offered through the Information Technology (IT) Help Desk for personally-owned computers

 

 

Eligibility: enrolled students, employed faculty & staff, Emeritus faculty and staff  

 

Owner Responsibilities: 

It is the responsibility of the computer owner to perform the following day-to-day administrative actions to 

maintain their computer: 

 

  • maintain up-to-date virus protection (available free) to all JMU students, faculty, and staff 
  • ensure operating system and application updates are applied 
  • keep all software and licensing information available while at JMU 
  • take steps to avoid unsafe computing (more information available at www.jmu.edu/computing/security) 
  • perform frequent back-ups or copies of critical data 

 

Note: OneDrive online storage is available to students while enrolled at JMU via their Dukes email account 

Service

Support

Hardware Warranty Repair

Covers:

  • Testing, diagnosing and repairing/replacing Dell and Apple manufacturer defective parts on computers under warranty
  • Re-installing the operating system and anti-virus/anti-spyware software if a hard drive replacement is required

Does Not Cover:

  • Dell and Apple computers out of warranty or other computer manufacturers (i.e. HP, Lenovo, etc.)
  • Repairing personally-owned printers, scanners, or other peripheral devices
  • Recovering data in the event of a hard drive failure
  • Repairing Apple computers that have been accidentally damaged as this is not covered under Apple's warranty

Turnaround Expectations:

  • Information Technology strives to complete warranty repairs in two business days. Many variables can influence turnaround time such as high-volume periods (the start of a semester), diagnostic time, and parts availability
  • If re-installation of the operating system is required due to hard drive replacement, service may take approximately two additional business days

JMU Recommended Software

Covers:

  • Installation guidance
  • Evaluation of technical issues, which may be referred to an outside vendor

Does Not Cover:

  • Installing or upgrading operating system or application software
  • Removing malware or viruses
  • Recovering data
  • Assisting with unsupported, third-party software

JMU Official Wireless Network

Covers:

  • Verification of configuration settings for connecting to the JMU Official Wireless network 
  • Evaluation of technical issues, which may be referred to an outside vendor
Wireless in the Residence Halls
  • Apogee provides wired and wireless internet service and support in residence halls. Students may call Apogee support at (855) 410-7377; email support@myresnet.com; text ResNet to 84700; Chat live at www.MyResNet.com

Loaner Computers

Covers:

  • A limited number of loaner computers is available while the Dell/Apple computer is being serviced for warranty repair through the IT Help Desk

Note: Customers may contact an outside vendor for services not covered*

 

To request service or report problems or issues:

Contact the IT Help Desk by: