Help Desk Services
To contact us, please call our main help line at (404)727-5321 from 9:00 a.m. to 5:00 p.m., Monday through Friday. To submit an online request for help to the law school IT department, please visit http://www.law.emory.edu/help/ . To submit a request for help online with regard to University IT services, please visit the following web-site: http://help.emory.edu and fill out the help request form.
Provided Support Services
Staff, Faculty, and Lab PC's. We provide hardware and software support for approximately 250 PC's located in and around Gambrell Hall, MacMillan Library, and the law school offices located in the North Decatur building.
Student PC's. We provide limited assistance with a variety of PCs belonging to our students. Because of the huge variations in computer systems and installed software, we can only use our best efforts to assist students as time permits. We can only spend a maximum of two hours per incident on student PC's.
Other alternatives include warranty/support from your vendor, commercial support services, or the University-offered clean room service.
Our goal is to help you effectively use the technology resources at Emory Law, whether you are a student, staff member, or faculty member. We endeavor to answer any requests for help within 24 hours and we will work diligently with you to resolve any problems you may have.
Student Helpdesk Procedures
Please understand that we can only spend a maximum of two hours' time on your computer. This is the only way that we can effectively serve a large student population.
Please back-up your computer data before we work on your laptop. There is always a possibility that your data could be damaged or destroyed during computer repair efforts. You should invest in an external hard drive and/or a large thumb drive or usb stick. Back up your data before you bring your computer to us.
When you bring your laptop to the Student Helpdesk for service be aware that there are a set of procedures we must perform if the Emory Law Student Helpdesk is to service your laptop. These procedures are mandatory and are as follows:
- If anti-virus software is anything other than Symantec (provided by Emory University, free of charge) it will be uninstalled. We provide NO support for any other anti-virus program.
- Symantec will be installed along with the following preventative maintenance software:
- Microsoft Defender
- CCcleaner
- Regclean
- Any 3rd party firewall software will be uninstalled and Windows default firewall will be set.
- Disk Cleanup will be run
Depending on the severity of the issue this process can take significant time.
Ways to Get Help
There are various ways that you can obtain support services. You can fill out a help request at http://www.law.emory.edu/help/, you can visit the student help desk on the second floor of the law library, or you can come to the main help desk office and walk-up window, located on the fifth floor of the law library.
Please set up an appointment to work with us to resolve your problem. Our staff members are often required to visit users at their desks throughout the day. For this reason, you may not always find someone available to help you at the help desk office; in addition, you may have to wait while we attend someone with a prior appointment.
Standard Support Hours
We provide computing support from 9:00AM to 5:00 PM, Monday through Friday. At times outside the above, we may be able to make a "best effort" under special circumstances, but cannot guarantee our standard level of service.
Walk Up Help Desk and Help Desk Office
In addition to the student help desk, we also maintain a walk up help desk that is open from 9:00 AM to 5:00 PM, Monday through Friday, located on the fifth floor of MacMillan Library, directly across from the elevators. If the door is closed, it means that our technicians have stepped away and will be returning shortly.
Again, if you do not encounter someone who is immediately available to help you, please set up an appointment.
You may also want to browse the guides on our web site for answers to your questions. See http://www.law.emory.edu/it/ and navigate to "Guides".