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Information Technology ServicesHelp Desk

The Help Desk is the first point-of-contact for IT applications and services and provides centralized technology support to students, staff, and faculty at Old Dominion University. The Helpdesk is located on campus in Webb Center (Room 1504). A student team provides peer-to-peer and walk-up technical support to individuals with technology questions as well as on-site support for students in university housing.

How to Get Technical Assistance

Search for answers to FAQ using our IT Knowledge Database

Our IT Knowledge Database can be accessed at http://kb.odu.edu and has solutions for many of the most common troubleshooting resolutions and answers to the most common questions. Searches can be executed through key words, or you can drill down to specific items within general categories.

Access IT Knowledge Database
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Email support is available 24 hours a day, 7 days a week

You can also email us with a detailed description of your technical problem. Please provide your full name and University Identification Number (UIN) so that we can research your accounts. Questions or problems reported through email will be responded to as soon as possible, but no later than the end of the next working day.

Email Address: itshelp@odu.edu

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Phone support is available 24 hours a day, 7 days a week

Our friendly IT team is available to take your calls and receive faxes around the clock to make sure that any technical problems you may encounter are resolved as quickly as possible.

Questions about basic technical issues can usually be taken care of immediately. If not, a FootPrints trouble ticket will be created and sent to the appropriate team for resolution.You will get a copy of the trouble ticket sent to your ODU email account.

Phone: (757) 683-3192

Fax: (757) 683-5616

Toll Free: (877) 348-6503

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Walk-up service is available in Webb Center (Room 1504)

The Help Desk is conveniently located in the North Mall of Webb Center near Starbucks.

Help Desk Hours:

Monday - Friday: 8 a.m. to 9 p.m.
Saturday: 8 a.m. to 4 p.m.

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Online requests for assistance are responded to 24 hours a day, 7 days a week

Online requests can be submitted by creating your own ticket in Footprints, the incident tracking system used by ITS to track all requests for technology information, services (other than billable items such as new voice or data network services) and assistance.. Log into Footprints using your MIDAS ID and password at http://fp.odu.edu.

By logging into FootPrints with your MiDAS account, you can submit a detailed request for information, service (less billable items) or assistance and find out the status for all of your tickets.

Log in to FootPrints
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Priorities for ITS Resolution:

High Priority (resolved within 24 hours): Technical problems that directly impact or impair a large number of people's ability to work across the campus. For example: campus/enterprise network outage, outage or intermittent outage for a building or College, server down, central application issues for systems like Banner, email, and virus issues.
Medium Priority (resolved within 3 working days): Routine technology problems that impact a single individual eliminating their ability to perform their duties and there are no other computing resources available to that individual. For example: a computer 'blue screen of death', a network port is disabled, and unable to login.
Low Priority (resolved within 10 working days): Problems that affect a user but does not impair their ability to do their work. For example: notifications of possible errors or warnings that, once the user clicks 'OK', allows the user to continue working; can not print using a specific printer but user has access to other printers.

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