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The JMU Computing HelpDesk serves as the central point of contact in Information Technology for the computing support needs of the JMU community of applicants, students, faculty, staff, affiliates and alumni.

Self-Help

Contact the Computing HelpDesk

• Phone 
  540-568-3555  (see Computing HelpDesk Hours to the right)
• Submit a Computing Service Request
  submit a request to request bulk e-mails,  SAS software (students), affialiate computing services (email); file storage accounts, specialized Exchange (calendar, mailboxes, student employee) accounts, technology project initiations or to report computer security violations and more.  Submit anytime, response within 2 business days, Mon-Fri 8am-5pm.
(turnaround may be longer at the start of a semester)
• Submit a Question or Problem to the Computing HelpDesk
  submit a computing question or problem - submit anytime, response within 1 business day, Mon-Fri 8am-5pm
  (turnaround may be longer at the start of a semester)
• E-mail 
  helpdesk@jmu.edu - submit anytime, response within 2 business days Mon-Fri 8am-5pm
  (turnaround may be longer at the start of a semester)
• Walk-In 
  Lower Level Frye Building, Room 103 - for password resets Mon-Fri 8am-5pm;
  call ahead for authorization to drop-off computers for wireless issues, on-campus residence hall connectivity problems, & Dell/Apple hardware warranty repair

[NOTE: The Computing HelpDesk office is not located on a handicapped accessible route.  Customers with physical limitations should call (540) 568-3555 for assistance.]

Top Inquiries to the Computing HelpDesk 

General Questions

• Dukes - e-mail account for students.  Should you forget your email password, DO NOT click the "Can't Access Your Account?" link on the login page (http://dukes.jmu.edu). Please call the JMU Computing HelpDesk at 540-568-3555 any time M-F 8am-5pm
• JMU e-ID and password FAQ - information about the what, when, where and how to active your electronic ID, change your password and more
• Information on Student Technology Services  - from computer hardware & software, network connectivity, virus protection, e-ID password management and much more.
• Virus Removal- for personally owned computers only. Note: Do not attempt to remove a Virus from a JMU-owned computer - please report issue immediately to the Computing HelpDesk for possible forensics.
• Exchange - email accounts for employees
Accessing E-mail and Configuring an E-mail Client
Exchange E-mail FAQs - Frequently Asked Questions
Atomic Learning Tutorials - Outlook, Mac Mail, Office, Windows 7 & 8, Mas OS and more
• JMU-Owned Computer, Printer, Mobile Device, and Software Installation - online request form
• Hardware Repair

Best Practices

• If you are having trouble accessing an Information Technology service, check System Alerts and Computing News on the Computing home page.
• Before contacting the Computing HelpDesk, search self-help to see if a resolution to your issue is already documented.
• During peak periods (start of a semester), use a computing form to submit a new or change to a service request instead of phoning the Computing HelpDesk.
• Please keep in mind that all JMU computer users are subject to JMU Computing Policies and Standards.

Information to Provide the Computing HelpDesk

• Electronic ID (your e-ID used to access MyMadison, authenicated JMU web pages and more)
• Best phone number at which to reach you
• Type of Computer (Dell Optiplex, iMac, etc.), printer or mobile device
• Operating System if applicable (ex. Windows Vista, Mac Snow Leopard, etc.)
• Name of the software/application and version in question (ex. Word 2007, Outlook 2007, Internet Explorer 8, etc.)
• Nature of the problem
• Exact wording of any error messages
• Steps taken to resolve the problem (you may wish to try our Basic Computer Troubleshooting steps prior to contacting us.)
• Immediacy of your problem
• Your availability
• Location of equipment
• Dell Service Tag or Apple serial number and/or JMU ESN (the Equipment Service Number is typically a blue tag found on JMU owned computer equipment).   These numbers are required for repair service.

Student Employment

Computing HelpDesk

Mon -Thu: 8:00am -9:00 pm
Friday: 8:00am - 5:00pm
Saturday: Closed
Sunday: 3:00pm - 9:00pm

(when classes are in session)

Exceptions for the summer and academic year