Technology - FAQs
There are three ways to submit a request for computer support:
Method 1: Submit a Technical Request Online
- Visit the main CHS webpage.
- Select Technical Request from the Useful Links section on the left side of the page (Orange Button).
- Complete and submit the request form.
Direct link: https://utep.service-now.com/esc?id=sc_cat_item&sys_id=b7430f4e2be3e610ad08f5e0f291bfd2
Method 2: Submit a Request by Email
- Send an email to helpdesk@utep.edu describing the issue and requesting assistance.
- Be sure to specify that the request should be assigned to the CHSSON group. This ensures the ticket is routed directly to the appropriate support team and helps avoid delays.
Method 3: Contact the Help Desk by Phone
- Call 747-HELP (4357) for assistance.
- A technician may be able to resolve the issue immediately over the phone, or they can create a support ticket on your behalf.
- When speaking with the representative, request that the ticket be assigned to the CHSSON group for proper routing.
If you are experiencing problems with your computer, you can submit a support request by clicking the ORANGE "Submit IT Request" button in the left-hand column. You may also contact the Help Desk at x4357 for assistance. Have them assign the reqeust to the CHSSON group.
Before submitting a request, we recommend trying a few basic troubleshooting steps:
- Check for and install any available Windows or macOS updates.
- Restart your computer. Many common issues are resolved with a simple restart.
- Allow any pending updates to complete, as background updates can sometimes cause slow performance.
If the issue continues after completing these steps, submit a request and a member of the IT team will assist you.
If your equipment is a loaner or checkout device, it must be returned directly to the designated Equipment Checkout or IT support area. In some cases, equipment assigned to faculty may be reallocated within the department or sent through official surplus procedures managed by IT.
Before leaving, make sure any university data is stored in approved locations (not local drives), and confirm with IT that all assigned assets tied to your name and tag number have been properly cleared.
In compliance with a directive by The University of Texas System (UTS) Board of Regents, and UTS 165 Information Resources Use and Security Policy, all University of Texas at El Paso (UTEP) owned/leased laptops must be fully encrypted by August 31, 2012. As with most portable devices, laptops are at a high risk of being lost or stolen. The portability of these laptops poses a significant risk to exposure of confidential information stored on them. It is imperative that all employees know that confidential data must not be downloaded to a portable or personally-owned device without the express permission of the data Owner, and that any such data must be encrypted using Institutional ISO approved methods. Encrypting these devices will make it unfeasible for unauthorized retrieval of this information should a device be lost or stolen.
The encryption process will provide full-disk encryption by a government-certified product. What this means is that the contents of the entire hard drive will be made unreadable to unauthorized users.
Email: zoneadmins@utep.edu
Email the zone administrators to request the posting of your image(s) on campus. Each building has a designated zone admin, which all receive the Zone Admin emails.
Requests should include: A brief content summary, start date, end date, and contact.
Submit images at least 5 days in advance of the posting start date. Posting is not automatic, it is based on the discretion of the zone administrator for each building.
If you want to update any web information, you can submit a support request by clicking the ORANGE "Submit IT Request" button in the left-hand column. You may also contact the Help Desk at x4357 for assistance. Have them assign the reqeust to the CHSSON group.
Please include in your request all information that needs to be updated, along with any new or revised photos if applicable. If you would like to discuss the requested changes in more detail, we can also schedule a consultation to review the updates and determine the best approach.
Adobe Acrobat Pro is not included with the standard software available on university computers and requires a separate 12-month subscription license.
Before requesting Adobe Acrobat Pro, check with your department to determine whether they will fund the subscription. If approval is granted, complete the Adobe Acrobat Pro request form using the link below:
https://forms.office.com/r/s0rcNQckhm
Once the request has been submitted and the license has been assigned, IT will provide installation instructions or assist with the installation process as needed.
If the software is covered under a UTEP license agreement, it can typically be installed on your UTEP-assigned computer at little or no cost. If it is not licensed and is needed for instructional or institutional purposes, your department will need to purchase it. Please contact the TIM to start the request process.
To request assistance with a department copier or printer, click the ORANGE "Submit IT Request" button in the left-hand column or contact the Help Desk at x4357. Have them assign the request to the CHSSON group.
Before submitting your request, please verify that:
- You are using a UTEP-owned computer.
- Your computer is connected to the UTEP network.
- You have your department information and UTEP username available.
Because printer installation typically requires access to your computer, please include your availability in the request so a technician can coordinate a visit. Depending on current workload, you may receive a scheduling link to select a convenient appointment time.
If you want to print using Secure Print on the copier, you can submit a support request by clicking the ORANGE "Submit IT Request" button in the left-hand column. You may also contact the Help Desk at x4357 for assistance. Have them assign the reqeust to the CHSSON group.
For documents containing sensitive or confidential information, we can configure Secure Print on your computer. Secure Print associates a PIN with your print jobs, preventing documents from being printed until the PIN is entered at the printer. This helps protect sensitive information, such as student grades, identification numbers, and other confidential data, by ensuring documents are only released to the intended user.
If your equipment is a loaner or checkout device, it must be returned directly to the designated Equipment Checkout or IT support area. In some cases, equipment assigned to faculty may be reallocated within the department or sent through official surplus procedures managed by IT.
Before leaving, make sure any university data is stored in approved locations (not local drives), and confirm with IT that all assigned assets tied to your name and tag number have been properly cleared.
