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Student Support Spotlight: IT Help Desk

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Image courtesy of UHWO Staff

Welcome to a series that highlights the services the University of Hawaiʻi–West Oʻahu offers to help our students succeed. Student Support Spotlight will profile the wide-ranging services that are important for our students and campus. The series has so far featured profiles on Advising, Admissions, the Behavior Intervention Team, the Bookstore, Campus Security, Career Services, Mental Health Services, Disability Services, Distance Learning, and Financial Aid.

Name of service: IT Help Desk

Where we are: James & Abigail Campbell Library

Who we are:

  • The IT Help Desk is a student focused department, with two student supervisors who run the help desk operations.

  • Therese Nakadomari, IT Director

  • Cherl Kina, IT Manager

What services we provide: IT Help Desk provides technical assistance for a wide range of technologies that are necessary for student success. The Help Desk students can assist with computer issues such as connecting a laptop to the campus wifi or fixing simple Microsoft Word issues or connecting with Laulima. Since the technology field is so vast and we do not have all the answers, the Help Desk students can help direct you to resources if they cannot fix the problem.

IT Help Desk services can be delivered in-person and online. We can use tools such as Zoom to help guide you through fixing your problem. In addition to our normal business hours, we offer evening weekend online assistance from the first week of instruction. We use the online tools — email, webchat, and Zoom — to help students with their technology issues.

Our goal is to find a solution for every student that contacts us with a problem so that they can be successful in their classes.

Students can expect to have professional assistance from the IT Help Desk students. Students should feel like they are asking a friend for help because they are on the same journey. If the Help Desk students cannot solve the problem, it will be escalated to an IT staff member.

If you need to come for in-person support, please bring your student ID because there will be a check system at the library front door. Also for all university password resets or Pueo ID account creations, you will need to bring a government issued or UH West Oʻahu ID before we can reset your password.

What’s special about us: The IT Help Desk is operationally managed by UH West Oʻahu students just like you. The students manage all of the tasks and problems that arise during the semester. The IT staff will be consultants to the students so that the IT Help Desk students can learn how to work in the real world. Our services will evolve as we try to improve services to the students, faculty, and staff.

What’s special about you: UH West Oʻahu students are really tech savvy and their problems are not simple most of the time. This is a good thing because the more difficult questions challenge us to be creative and flexible in finding solutions.

Contact: 689-2411, uhwohelp@hawaii.edu, westoahu.hawaii.edu/it with webchat. In-person/virtual semester business hours: 8 a.m.-5 p.m. Monday-Friday. Virtual weekend online hours: 7-11 p.m. Saturday-Sunday; visit website for most up-to-date hours.

Image courtesy of UHWO Staff