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Information Technology Help Desk

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 year


JMU Computing HelpDesk

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.

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Self-Help

  • Self-Help is always available to help you find information and solve problems.
  • Lynda.jmu.edu provides online technology training

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 (moving to the Student Success Center week of June 25th) - 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

  • Forgot your Dukes email password? Reset it through MyMadison on the MyAccounts tab. Look for the "Dukes Email Password" section.

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.



Information Technology Help Desk

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 year