Computer Support Services

Technology Services Center & Workstation Field Support Team

AHC-IS Helpline: 612-626-5100

The AHC-IS Technology Services Center and the AHC-IS Workstation Field Support team work closely together to offer a wide variety of computer services to the AHC community.

To request services, call the AHC-IS helpline at 626-5100. The AHC-IS helpline is staffed from 7:30 a.m. to 6:00 p.m. Monday through Friday and Emergency Weekend Support is also available. This number has voicemail after hours. When calling the helpline, please be prepared to provide your name, telephone number, the device number of the computer, and a brief description of the problem or request. Your issue is recorded and tracked in our "ITASCA" system:  Issue Tracking And System Control Application.

Option 1 for classroom support

In addition to resolving computer related issues, we work closely with AHC Classroom Services to ensure AHC classroom technology is up-to-date and operational. AHC-IS assists in fielding calls for classroom support and provides backup support to AHC Classroom Services technicians.

Option 2 for computer support

The helpline accepts calls regarding hardware support on AHC-IS stickered machines only. The helpline also accepts calls from users connected to AHC-IS servers as well as users of AHC-wide computer applications.

The helpline is staffed by members of the Technology Services Center. Our helpline staff can troubleshoot with you over the phone to resolve common computer and software problems or can initiate an online remote assistance session with you to repair, install, or remove most software programs on your computer. Otherwise, helpline staff will dispatch a Workstation Field Support technician out to your computer to help resolve your issue.

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
• 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.

AHC-IS response time to a helpline call is as follows:

Urgent Status = Loss of all productivity
Tech is paged, issue is entered into ITASCA, tech will contact within 1 hour
 

High Status = Partial loss of productivity
Tech is paged, issue is entered into ITASCA, tech will contact within 4 hours
 

Medium Status = Problem which does not affect productivity
Issue is entered into ITASCA, tech will contact within two days
 

Low Status = Infrequent or minor problem
Issue is entered into ITASCA, tech will schedule with user as available

Other AHC-IS Computer Support Services

• In addition to resolving computer related issues, we can also assist you with purchasing 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 visit our Request for Service Forms page and click on “Request for Purchase Form” to request computer, software, or hardware purchases.
• We will initiate all warranty repairs on hardware ordered through our office. Warranty information will be tracked through our support database.
• AHC-IS will 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.