Service Desk Icon

General Information

  • Hours
    Monday-Friday 8:30am-5:00pm
  • Location
    Help Desk at the iLAB
    2301 Georgia Ave, Suite 322
    Washington, DC 20009
    (see map)

To Receive Service

  • By Phone: 202.806.2020
  • By Walk-in: For some services, noted below, clients may visit us at the "Service Desk at the iLAB" without scheduling an appointment

Related Information

  • Want to avoid coming in to see us? You might find the information you are seeking in the HU IT Knowledge Base

Help Desk FAQs

Support - Help Desk

We are a general technology consultant that assists clients with software configuration, network access, and other IT issues. We strive to provide helpful and expedient customer service.
Contact

Hours: Monday - Friday, 8:30am-5pm

By Phone 202-806-2020

By Walk-in (location on left): For some services, noted below, clients may visit us at the "Service Desk at the iLAB" without scheduling an appointment.

Online Log in at http://help.howard.edu with Howard credentials. Click "Open Incident" under left hand column entitled "Support Desk Incidents" and describe the problem.
Note: The system will suggest some initial solutions based on the issue description.

*Note for Faculty/Staff: Many of your questions may be answered over the phone during your initial call or walk-in, but if needed, a technician may be sent to your office for assistance.
Support Process

During the initial consultation, a "ticket" with a unique ID number will be created. This can be used to track the status of the resolution of your issue.

Services
  • Anti-Virus Installation (walk-ins welcome)

    Installing and configuring Microsoft Anti-virus Software, which is distributed by ETS. We can also assist clients in learning to use this software.

  • Email Client Configuration (walk-ins welcome)

    We strive to support the newest versions of the following e-mail clients as they come out:

    • Microsoft Outlook
    Outlook for Mac
    Apple Mail
    Entourage (Mac)
  • HU Email Support (walk-ins welcome)
  • Laptop Software Support

    For Faculty and Staff: Microsoft Office and other software programs.
    For Students: Assist with any software except those provided by Howard.

  • Microsoft Office Installation Assistance (walk-ins welcome)

    We can assist customers experiencing errors when trying to install or run standard Microsoft Office applications. However, we cannot answer "how-to" questions. Clients may wish to consult the help files in these applications, search help.howard.edu for answers, or take training courses in order to learn how to use these programs.

  • Mobile Device and Laptop Wireless Configuration (walk-ins available)

    Supported mobile devices include:

    Droid
    iPhone
    Blackberry
    All other smartphones
  • Operating System Support (walk-ins welcome)

    We strive to support the newest versions of the following operating systems:

    Windows 7
    Windows Vista
    Windows XP
    Mas OSX (10.4 and above)
    *Note: Our goal is to ensure that you can use the system normally, and to provide basic troubleshooting for usage errors and virus/spyware detection and removal.
  • Operating System Installation (walk-ins welcome)

    For the aforementioned operating systems, we can assist with installation. However, the disc must be provided by client (it can be picked up from the iLAB Front Desk.

  • Remote Network Access (VPN)

    Assistance connecting to the Howard University campus network from an external location.

  • Wired Network Connectivity

    On-campus ethernet connection to the Howard University network and internet.

  • Wireless Network Connectivity (walk-ins welcome)

    Assistance connecting all mobile devices to the Howard network.