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Technology Support Desk

From Left to Right: Technology Support Desk, Parker Chace, Troy Lansangan

Visit the Technology Support Desk on the main level of the University Library to receive help configuring and troubleshooting your IT devices and software. We assist the broader AU community and all its departments.

 

 

Location and Hours

Bender Library, Main Level
Monday - Friday: 9:00 AM to 5:00 PM
Saturday and Sunday: Closed
View a map relative to Bender Library or Campus

Services Offered

  • Password Reset/Two-Factor Authentication

    Did you know that you can set your Mac's TouchID or Windows Hello PIN as your Duo devices? This adds an extra layer of security and convenience to your accounts.

  • Account Configuration

    Need to change your staff username? We can guide you through the process quickly and easily.

  • Email Access

    Having trouble accessing your email? Our team can help you resolve email issues efficiently.

  • General Troubleshooting

    If we can't solve your issue, we'll make sure to connect you with someone who can!

  • Hardware Troubleshooting (Personal Devices)

    While we can't open or unscrew devices, we can help diagnose hardware issues. If you can remove your hard drive, we have enclosure tools to read both hard drives and solid-state drives for data recovery. We can also:

    • Assist in assessing warranty status

      We can help you determine the warranty status of your devices.

    • Refer you to repair shops with AU discounts

      We can connect you with repair shops that offer discounts for AU members.

    • Use compressed air for cleaning

      We can use compressed air to clean out dust and debris from your devices.

  • Malware Removal and Security Advice

    For ongoing security, we recommend using Windows Defender, available on the Mac App Store and included with all versions of Windows. Be cautious with third-party antivirus software as it can override Windows Defender and potentially reduce your security.

    To scan for and remove malware, we suggest using Malwarebytes. You can download it for free from Malwarebytes.com. Scanning and removing malware is always free, although the Premium features, including automatic scans, are available for a limited trial period.

  • Network Access

    Need help with network access? Our team can assist with connectivity issues to ensure you're always connected.

  • Printer Installation/Queue Troubleshooting

    Having printer problems? We can help with installation and troubleshoot any queue issues to get you printing again.

  • Software Installation, Updates, and Support

    We can troubleshoot, reinstall, and restore software on Windows and Mac computers, as well as mobile devices, ensuring they run smoothly and efficiently.

  • Storage Freeing Assistance

    Running out of space? We can help you free up storage on your devices, improving performance and organization.

  • Zoom Support

    Need help with Zoom? We assist with installation, updates, and troubleshooting to ensure your meetings run without a hitch.

Frequently Asked Questions

For assistance with things beyond the Technology Support Desk.

Contact the OIT Help Desk at:
Phone: 202-885-2550
E-mail: helpdesk@american.edu
Online Support & Live Chat: help.american.edu

Unfortunately, OIT staff are not permitted to repair personally-owned devices. In the event you require a hardware repair, please refer to this list of local computer repair shops.

 

If you're an active AU student that does not have access to a Windows or Mac laptop that supports your academic needs, please email techtaskforce@american.edu and request to borrow one. Many departments are working together to make it possible for all students, no matter where you’re located or what your financial situation may be, to access the technology needed to succeed in the current semester.

You may also be able to contact your academic department to see if they have an IT team (such as with College of Arts & Sciences) - they too may have loaners available.