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ITS Service Center Support Services

Having an IT related issue with your device? There are two locations on campus that you can visit if you are having trouble. Here you will find the key differences in services provided, costs and general information on which locations best serves your immediate needs.

For additional questions or support, email help@syr.edu or call us at 315-443-2677 during our phone support hours.

Where Can I Bring My Device?

ITS Service Center

The ITS Service Center, located at 1-227 CST in the Life Sciences Complex, offers IT related support to any student, faculty or staff. Please note that no product or software is sold at the ITS Service Center. Any replacement parts, licensed software or peripherals would need to be purchased at a third party location or if available at the bookstore. See below for included services.

ITS Service Center and Hardware

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 The ITS Service Center is not authorized to make hardware related repairs, such as removal of panels to remove hard drives, repair or installation of physical components or the replacement of physical memory. These services may require you to use tools provided by the service center to make physical repairs through our U-FixIT program (see below). If you are uncomfortable performing physical repairs on your computer, you are encouraged to use the paid service estimates which you can have your device shipped out through 'CuseTech at the bookstore (see below).

Are you a faculty or staff member? Please be aware that our location does not contain administrators of your campus account and our assistance may be limited. Staff and faculty are also unable to leave their computer with student consultants for extended troubleshooting. For this reason we encourage you to consult your department specific IT personnel for help with your devices. Feel free to contact the help desk during our phone support hours at 315-443-2677 or visit us during our full time staff hours of Mon-Thu 9a-5p and Fridays 9a-3p est for best results.

Walk in Center Hours of Operation

Walk In Center Supported Devices

'CuseTech at the Bookstore

Have a hardware problem (Cracked screen, water damage, etc.)? Have a device warranty or purchased an extended warranty through the bookstore? The bookstore has partnered with The Computing Center in Ithaca, NY, a reputable enterprise with 33 years in the computer industry who also services Cornell University. The Computing Center is an authorized warranty repair center for Apple, Dell and HP. Students, faculty and staff can drop off their device at any time during bookstore hours at the 'CuseTech workbench. The devices are then shipped to the Ithaca, NY repair location for warranty work and repair estimates. For more information please feel free to contact ‘CuseTech at cusetech@syr.edu or by phone at 315.443.8593, or visit their service center on the 3rd floor of the Syracuse University Bookstore. Also see the FAQ below.

'CuseTech FAQ

  • Who can bring a device to ‘CuseTech?
    • Students, staff, and faculty
  • What are the hours?
  • Are there any in house repair services still available?
    • No. They are there as a drop off point for services provided by The Computing Center. The ‘CuseTech staff will not perform any diagnostics to determine the potential repair costs of a device.
  • What does The Computing Center repair?
    • Warranty and non-warranty related hardware issues for Apple, Dell, HP computers, as well as most major Windows computer brands. Please note that iPhones are not accepted and should be directed to the Apple store.
  • How often are items shipped and from ‘CuseTech to The Computing Center?
    • Pickup and delivery occurs every Tuesday and Thursday.
  • What is the cost to get something repaired?
    • There is a one-time diagnostic fee of $70. This will be expressed to anyone who wants their device picked up and looked at. That price is folded into the repair cost if the customer wants to proceed. Each repair will vary in cost depending on availability of replacement parts and labor. If the client declines the repair the $70 fee is still charged and the device is shipped back to ‘CuseTech.
    • The 'CuseTech staff will help to determine if there is a shipping cost related to warranty work.
    • The cost structure is the same for students, staff, or faculty.
  • How will clients be contacted?
    • The Computing Center will call or email the customer after the diagnosis and relay the cost and or the estimated completion date. ‘CuseTech staff will also follow up with repairs that are sent to them.
  • Can student still buy retail items at the bookstore?
    • Yes, student can still purchase computers, headphones, cables, replacement internal hard drives, external hard drives, etc. on the third floor of the bookstore.
  • Can you still purchase warranties through the bookstore?

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What Services are Provided at the ITS Service Center?

Please use the table below to determine the best location that suites your troubleshooting needs. ***Services highlighted in red require the student perform physical repairs utilizing U-FixIT if you are seeking this service at the ITS Service Center in 1-227 CST.*** See below for service descriptions.

Computer Service NeededAvailable at ITS SVCAvailable at 'CuseTech
Dell Warranty Services*NoYes; Shipped Out*
HP Warranty Services *NoYes; Shipped Out*
Apple Warranty Services*NoYes; Shipped Out*
Diagnostic ServiceStudents OnlyYes; Shipped Out*
Cracked Screen**NoYes; Shipped Out*
Data Backup Students OnlyNo
Data Transfer Students OnlyNo
Data RecoveryNoNo
Software InstallationYesNo
RAM/Memory Repair/Upgrade Students OnlyYes; Shipped Out*
Hard Drive Replacement or Upgrade Students OnlyYes; Shipped Out*
Virus RemovalStudents OnlyNo
Tune UpStudents OnlyNo

Restore Device

Students OnlyNo
Quarantine RemovalStudents OnlyNo
SU Email Account SupportYesNo
SU NetID and Password SupportYesNo
SU Campus Account SupportYesNo
SU Print Quota SupportYesNo
Blackboard and Clicker SupportYesNo
VPN Device ConfigurationYesNo
General Device ConfigurationYesNo

*- Available by dropping off the device at the bookstore thru 'CuseTech. See the 'CuseTech FAQ above.
**-
iPhones are not supported for repairs through 'CuseTech.

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What is Included in Each Service?

Below you will find the description of each service.


Apple, Dell, and HP Warranty Service at 'CuseTech

'CuseTech is a drop off point for an Apple, Dell, and HP Authorized Service Center supporting students, faculty and staff. If your device is within warranty and is having an issue 'CuseTech can send it out to be repaired. A 'CuseTech agent will need to review your devices condition, original purchasing information, and warranty information before determining the coverage of your device. For questions specific to warranty related issues/repairs, please contact 'CuseTech at the bookstore

Diagnostic Service

Is your computer acting up? We can run our diagnostic software on your computer to see what is failing. Depending on the condition of your device, the ITS Service Center may be limited in its ability to determine hardware failures.

Data Backup

Not sure how to back up your data in case of hardware failure? Want us to back up your data to media like blank DVD’s, CD’s, an External Hard Drive, and/or Flash Drive? Consultants will extract your currently available files and provide you the backup on the desired media. Don't own an external hard drive or flash drive? Purchases are only available at 'CuseTech. If you would like to back up your data through the ITS Service Center, you may purchase the hardware at the bookstore or third party location and return to the ITS Service Center for the remainder of your service(s).

 

Dependant on Condition of Hardware

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Data backups are dependent on your hard drive being in a condition that can be properly read externally. In cases of failed hardware, it may be required to use additional services, such as Data Recovery, to access your information. A consultant will review this process at the time of your visit.

Data Transfer

 

Want us to transfer your data from your old computer to your new one? A consultant can move your saved data to the new computer. Don't own an external hard drive or flash drive? If your devices are unable to transfer directly between the two, the ITS Service Center will require a backup device to place your media on in order to transfer the data. You may need to purchase a backup device at the bookstore or third party location and return to the ITS Service Center for the remainder of your service(s).

Dependant on Condition of Hardware

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Data transfers are dependent on the condition of your hardware. In cases of failed hardware, it may be required to use additional services, such as Data Recovery, to access your information. A consultant will review this process at the time of your visit.

Data Recovery

Accidentally deleted important files for a class? Hard drive failing, and currently nothing backed up? Want us to recover your data?

Software Installation

Having trouble installing software on your computer? We can install any newly purchased software on your computer for you but be sure to provide us your original software media and any product keys.

RAM Upgrade

Do you notice a speed decrease in performance of your computer? You may be due for a RAM upgrade. Replacement and upgrade purchases are only available at 'CuseTech. If you would like to replace your RAM yourself using U-FixIT, you can purchase the hardware at the bookstore or third party location and return to the ITS Service Center for the remainder of your service(s).

Hard Drive Replacement or Upgrade

If you feel like your hard drive is failing, we can replace it for you! Running out of space, we can also upgrade your hard drive as well. Replacement and upgrade purchases are only available at 'CuseTech. If you would like to replace your HDD yourself using U-FixIT, you can purchase the hard drive at the bookstore or third party location, and return to the ITS Service Center for the remainder of your service(s).

Virus Removal

Are you getting various messages, pop ups, advertisements, or something that just doesn’t seem right on your computer. More than likely it’s a virus and / or malware. Our consultants will review your operating system and attempt to remove the infection in questions. 

Results May Vary

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Depending on the condition of your machine, removal of viruses or the repair of operating system issues may still not result in like-new condition. Consultants may suggest that restoring the machine to the factory settings is the best solution.

PC Tune Up

Does your computer seem slow, or just something isn’t working like it used to. With our PC Tune Up we will overlook your computer and ensure everything is OK and ensure that there isn’t anything that shouldn’t be installed on your computer.

Results May Vary

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Depending on the condition of your machine, removal of viruses or the repair of operating system issues may still not result in like-new condition. Consultants may suggest that restoring the machine to the factory settings is the best solution.

Restore Device

Is your operating system in need of a fresh start? Have you been removed from our network as a result of a quarantine? Our consultants will refresh your computer to the factory settings. This will be the out-of-box condition. You will be required to supply a product key, installation media or a valid Apple ID in some scenario. Please be prepared to provide all valid information related to your machine.

Save Your Data

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Restoring a device removes all currently installed programs and data on the device. You are encouraged to back up any data you would like to keep and you will be required to supply any product keys for licensed product you would like re-installed.

SU Email Account Support

Have an issue setting up your SUMail account on your personal laptop or portable device? Our consultant will assist you. Please reference our supported devices.

SU Netid and Password Support

Have an issue related to your NetID or changing/resetting your password? Have you been locked out as a result of your password expiring? Feel free to stop in for support.

SU Campus Account Support

Can't log into lab locations? Having issues with your on-campus desktop, student H: drive or programs not functioning on lab machines? Our consultants can investigate the condition of your account. For best results, visit during our full time staff hours of Monday through Friday 8am to 5pm Est.

SU Print Quota Support

Have questions related to your on-campus print quota? Did you get charged for a printing job that did not go through or produced and error, but were charged? Our consultants can investigate the condition of your account. For best results, visit during our full time staff hours of Monday through Friday 8am to 5pm Est.

Blackboard and Clicker Support

Unable to log into blackboard? Have an issue with course materials or the functionality of a course? Have and issue related to your clicker? Our consultants can investigate the condition of your account or device. For best results, visit during our full time staff hours of Monday through Friday 8am to 5pm Est.

VPN Device Configuration

Unable to download SURA and/or log in on your Windows machines? Are you unable to connect to VPN and/or map your network drive on your Mac? Having issues related to wireless printing on your Mac or Windows PC? Our consultants can investigate the condition of your account or device.

General Device Configuration

Have general questions about a new device? Is there a function you've heard about, but aren't sure how to execute it and just want some help? Stop into the ITS Service Center and we will do our best to show you how to perform the task or solve your issue. We encourage you to ensure it is a supported device. If it is an unsupported device, we will do our best to exhaust our resources and provide a solution.


U-FixIT

Got that DIY spirit? Rather get hands-on with your repair than give it to somebody else? We've got tools for that. Work space, too. And we'd be happy to let you borrow both. Free! Ask about U-FixIT at the ITS Service Center in 1-227 CST, email us at help@syr.edu or call us at 315-443-2677 during our phone support hours.

Need More Information?

We understand that having your device/account functioning property is incredibly important to you. If you are still unclear on where to go, or simply would like more information about the two locations, please contact us by emailing help@syr.edu or by calling us at 315-443-2677 during our phone support hours.

If you would like to fix your device without making a trip, check our step by step guides at answers.syr.edu.

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