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Support Options from Pitt IT" /> <meta property="og:type" content="article" /> <meta property="og:url" content="https://services.pitt.edu/TDClient/33/Portal/KB/ArticleDet?ID=283" /> <meta property="og:image" content="https://services.pitt.edu/TDPortal/BE/Logo/2/33" /> <meta property="og:description" content="How to get technical support from Pitt IT" /> <meta property="og:site_name" content="University of Pittsburgh - Knowledge Base" /> <meta property="article:section" content="Technology Help Desk" /> <meta property="article:published_time" content="2023-08-08T12:22Z" /> <meta property="article:modified_time" content="2024-08-13T16:45Z" /> <meta property="article:tag" content="Support" /> <meta property="article:tag" content="Help" /> <meta property="article:tag" content="Technical" /><title> Article - Get Help! 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Support Options from Pitt IT </h1> <div id="ctl00_ctl00_cpContent_cpContent_divTags"> <span class="sr-only">Tags</span> <span class="fa-solid fa-tags gray gutter-right-sm" aria-hidden="true" title="Tags"></span> <a href="/TDClient/33/Portal/KB/Search?SearchText=%2523Support" id="ctl00_ctl00_cpContent_cpContent_rptTags_ctl00_TagControl1_lnkDisplay" title="Support">Support</a> <span class="fa-solid fa-circle gray gutter-right-sm font-xs vert-middle" aria-hidden="true"></span> <a href="/TDClient/33/Portal/KB/Search?SearchText=%2523Help" id="ctl00_ctl00_cpContent_cpContent_rptTags_ctl02_TagControl1_lnkDisplay" title="Help">Help</a> <span class="fa-solid fa-circle gray gutter-right-sm font-xs vert-middle" aria-hidden="true"></span> <a href="/TDClient/33/Portal/KB/Search?SearchText=%2523Technical" id="ctl00_ctl00_cpContent_cpContent_rptTags_ctl04_TagControl1_lnkDisplay" title="Technical">Technical</a> </div> <div id="ctl00_ctl00_cpContent_cpContent_divBody" class="gutter-top break-word ckeShim clearfix"><h2><strong><span style="color: #003594"><a name="Overview"></a>Overview</span></strong></h2> <p><span style="color: #000000">Pitt Information Technology (Pitt IT) provides support for your computing experience at the University.</span></p> <p>Students, Staff, and Faculty can receive general support from our <a href="https://services.pitt.edu/TDClient/33/Portal/Requests/ServiceDet?ID=96" target="_blank">Technology Help Desk</a> and <a href="https://services.pitt.edu/TDClient/33/Portal/Requests/ServiceDet?ID=60" target="_blank">Drop-in Support Desk</a>!</p> <p>Faculty and Staff can receive hands-on support from our <a href="https://services.pitt.edu/TDClient/33/Portal/Requests/ServiceDet?ID=97" target="_blank">Technical Consulting for Department</a> group if their department is contracted.</p> <div class="alert alert-info" role="alert"><strong>Note on Departments</strong>: Departments are separated by their Responsibility Center (RC). To see if your department has a contract with Pitt IT, look for the Pitt IT logo (<img alt="" src="https://services.pitt.edu/TDPortal/Images/Viewer?fileName=9249a2bf-343f-4b49-a512-fabe559c419b.png&beidInt=2" style="display: inline; width: 40px; height: 11px">) on the <a href="https://services.pitt.edu/TDClient/33/Portal/KB/ArticleDet?ID=218" target="_blank">Responsibility Center Administration page</a>!</div> <p> </p> <h2><strong><span style="color: #003594"><a name="Detail"></a>Detail</span></strong><span style="color: #000000"></span></h2> <h3><span style="color: #000000"></span></h3> <p><span style="color: #000000"></span></p> <h3><span style="color: #000000"><strong>Windows or Mac</strong></span></h3> <ul> <li>Pitt IT will help you to install and configure software on your computer. This support is provided mainly for software currently available through the <a href="https://services.pitt.edu/TDClient/33/Portal/KB/?CategoryID=78" target="_blank">Software Download Service</a>. To install the software you will need to have a valid license, if applicable. If you obtained software from sources other than the Software Download Service or have software which is no longer supported by the vendor, Pitt IT will make a best effort to support the installation and configuration of this software if you have a valid license, if applicable.</li> <li>Pitt IT does not provide hardware support for personal-owned computers, printers, scanners, or other peripheral devices. However, we will assist you with the installation and configuration of these devices, including downloading manufacturer device drivers. Pitt IT does not provide functionality support for hardware products. <ul> <li>Pitt IT can provide hardware support for University owned devices if the owning department has a contract with Pitt IT. See the note in blue above for more information.</li> <li>Some hardware support that can be found at the <a href="https://www.pittuniversitystore.com/SiteText?id=83020" target="_blank">University Store Repair Center <span aria-hidden="true" aria-label="icon" role="region" tabindex="-1"><span class="fa-solid fa-external-link "></span></span></a> on Fifth Ave, which is not affiliated with Pitt IT. </li> </ul> </li> <li>Pitt IT will help you to configure connections to the <a href="https://services.pitt.edu/TDClient/33/Portal/KB/ArticleDet?ID=400" target="_blank">PittNet Wi-Fi and Wired Networks</a>.</li> </ul> <h3> </h3> <h3><span style="color: #000000"><strong>Mobile Devices</strong></span></h3> <ul> <li>Pitt IT can assist with setting up and using the <a href="https://services.pitt.edu/TDClient/33/Portal/KB/ArticleDet?ID=257" target="_blank">Duo</a> Mobile app for multifactor authorization.</li> <li>Pitt IT can assist with setting up Email either with the native email application, or with the Microsoft Outlook app (recommended).</li> <li>Pitt IT will help you to configure connections to the <a href="https://services.pitt.edu/TDClient/33/Portal/KB/ArticleDet?ID=400" target="_blank">PittNet Wi-Fi and Wired Networks</a>.</li> </ul> <p> </p> <h3><span style="color: #000000"><strong>Linux</strong></span></h3> <ul> <li>Pitt IT will help you to configure connections to the <a href="https://services.pitt.edu/TDClient/33/Portal/KB/ArticleDet?ID=400" target="_blank">PittNet Wi-Fi and Wired Networks</a>.</li> </ul> <h3> </h3> <h3><span style="color: #000000"><strong>Application Support</strong></span></h3> <p>Pitt IT will make a best effort to answer your questions concerning the functionality of software programs offered by the software distribution service. We can answer many questions on commonly used software applications, however we do not have the depth to provide expertise on <em>all </em>software applications. For specialized software, such as engineering and statistical analysis programs, enrolled students should seek assistance from the faculty member teaching the course.</p> <p>If you need assistance with software, please contact the <a href="https://services.pitt.edu/TDClient/33/Portal/Requests/ServiceDet?ID=96" target="_blank">Technology Help Desk</a>.</p> <h3> </h3> <h3><span style="color: #000000"><strong>Support for Computers on UPMC's Network</strong></span></h3> <p>Pitt IT provides computer consulting support for University of Pittsburgh faculty. Some University faculty members, particularly those in the Schools of the Health Sciences, may be provided with network service by the University of Pittsburgh Medical Center (UPMC). Although Pitt IT will provide consulting support to these faculty members, it is important to note that Pitt IT is unable to troubleshoot problems on the UPMC network. These issues must be referred to UPMC for resolution.</p> <p>UPMC network security standards substantially differ from those of the University, in part due to the mandates of legislation including the Health Information Portability and Accountability Act (HIPAA) that controls electronic access to patient information. In order to ensure that all such data is protected, these controls are extended to the entire UPMC network, including service that UPMC provides to University faculty. Only UPMC central IT has sufficient information about the necessary security configurations to effectively diagnose and resolve problems experienced by its network users. This includes those of University faculty who may or may not be utilizing UPMC-supported application programs.</p> <p>Pitt IT will provide consulting service in order to resolve computing problems reported by University faculty, regardless of whether the University or UPMC provides network service. 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