Computer Support Services

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AHC-IS and the University’s Technology Help (1-HELP) support centers now coordinate phone support to enhance services offered to AHC customers. This integration provides 24/7 access to basic service requests and enables AHC-IS to focus on the more complex and unique needs of the AHC

With our new coordinated technology support you now have many ways to communicate with AHC-IS:

Chat

For the fastest response, chat with a Technology Help agent. Your information will be recorded and the agent will attempt to resolve your issue. If the agent is unable to resolve your issue immediately, you will be transferred to an experienced AHC-IS staff member who will work with you to find a solution.

Call

For technology-related questions, Technology Help will be available to you 24/7 by phone (1-HELP)

E-mail

For technology-related questions, Technology Help will be available to you 24/7 by email (help@umn.edu).

Visit

  • Biomedical Library in Diehl Hall -10am-12pm Mon-Fri
    For assistance with personal mobile devices and AHC laptops
  • Blegen Hall 90 -8am- 6pm Mon-Sat
    For assistance with personal devices and UMN machines (those not supported by AHC-IS)
  • Coffman Memorial Union - 8am-6pm 101 Mon-Sat
    For assistance with personal devices and UMN machines (those not supported by AHC-IS)
  • St. Paul Student Center 4 - 8am-6pm Mon-Sat
    For assistance with personal devices and UMN machines (those not supported by AHC-IS)

Clinical Issues

For questions and help requests regarding clinical issues, you may continue to use 6-5100.
 

**Please note: regardless of which telephone number you dial, the professionals at both numbers are trained to get you to the right help as quickly as possible.

Request services

When you call 1-help (1-4357) or the helpline (612-626-5100), please have the following information available:

  • Your name
  • Telephone number
  • The device number of the computer
  • A brief description of the problem or request

Option 2 for computer support

Calls will route to Technology Help which will triage and assist with tier 1 related issues. If the issue requires escalation to tier 2, AHC-IS will be conferenced in and will assist you. If a field technician needs to be dispatched, an AHC-IS desktop technician will coordinate with you.

Option 3 for Clinical Applications support

AHC-IS works closely with Fairview and MHealth to ensure University users are able to access Fairview/MHealth system. AHC-IS processes access requests to the Fairview/MHealth system and will coordinate with Fairview/MHealth IT to resolve issues.

Foreseeable events such as new equipment orders, network printer moves, computer moves, and operation system upgrades, will be entered as Projects and scheduled with the customer.

The tech answering the helpline will tell you the following information before ending the call:

  • The issue number
  • The status of the issue
  • Which tech is assigned to your issue
  • When you can expect a call or visit
  • Instructions to call back and reference the issue number if you have not been contacted within the specified period of time.

Response time policy 

AHC-IS response time to a helpline call is as follows (see #3001E AHC-IS Workstation Support Standards):

  • Urgent
  • High
  • Medium
  • Low


Additional AHC-IS Computer Support Services

Purchases

Purchasing assistance and installation of new hardware and software- Our knowledgeable staff can get you up and running with a new computer system, or help you add on devices and software to your existing system. Please review our Purchasing Policy and fill out the Request for Purchase Form to request computer, software, or hardware purchases.

Warranty

Initiate warranty repairs on hardware ordered through our office- Warranty information is tracked through our support database. 

Handheld Devices

Help with hand-held computer devices but makes no commitment as to the ability to support or maintain the vast array of devices that are available for purchase.

Currently Supported Operated Systems

The AHC-IS currently supports: Windows 7, Windows 10, Mac OS 10.10 Yosemite, 10.11 El Capitan, and 10.12 Sierra.