St. John's University Service Desk

IT Service Center Questions:

1. I am an Administrator/ Staff member, where can I request hardware?
2. I am a faculty member, where can I request a laptop?
3. I am a Adjunct faculty member, where can I request a laptop?
4. I am moving offices what should I do with my desktop/laptop?
5. How do I get repairs for any Physical damage to the SJU laptop? (Laptop Fell, Cracked Screen, Spilled liquid on a laptop, etc) or if the laptop is not powering on at all:
6. I have a Virus / Spyware / Pop-ups / message telling me to pay to upgrade my anti-virus software.
7. I am retiring/leaving St. John’s University. Can I keep my laptop?
8. Unable to log into laptop/ can’t remember password.
9. What are the office hours of the IT Service Center?
10. What is the status of my laptop that I sent in for repair?
11. Can someone other than myself bring my laptop into the IT Service Center?
12. My St. John’s University-issued laptop was stolen or is missing. What should I do?
13. I am unsure how to save my files on my desktop/ laptop, can IT help?
14. I made an appointment with the IT Service Center but I need to reschedule. How can I reschedule the appointment?

I am an Administrator/ Staff member, where can I request hardware?

IT upgrades IT-provided desktops every 5 years, and laptops every 4 years.

• If you are an Administrator/ Staff and are looking to upgrade the current hardware you have deployed to you from IT, please visit: Employee Replace Current Hardware - Hardware Request Form.

  • This form can also be filled out if you are looking to upgrade a shared device for a student worker/GA. The form would need to be filled out in the Supervisor's name NOT the student worker or GA.

• If you are a new employee, please have your supervisor fill out: New Employee - Hardware Request Form

• If you need hardware removed that was purchased by IT, please visit: Remove Hardware Request Form

I am a faculty member, where can I request a laptop?

IT provides a laptop for full-time faculty members. Laptops are refreshed every 4 years. If you are a new full-time faculty member, you will receive a link before New Faculty Orientation. If you have not received the email, you can submit a ticket through ithelp.stjohns.edu

If you are an existing faculty member and believe you are eligible for a laptop refresh, please visit ithelp.stjohns.edu and select “Request new service” and then “Hardware Provisioning.”

You will see the latest Faculty Refresh form available if you are currently eligible for a refresh. If you do not see this form and feel you should be eligible, you can submit an incident ticket. Please provide the serial number of the device you are looking to upgrade.

I am an Adjunct faculty member, where can I request a laptop?

IT does not provide permanent laptops for Adjuncts. However, Adjuncts can loan out laptops for the semester that they are teaching at St. John’s University through https://stjtechserv.getconnect2.com/

For more information on loaning out a laptop, visit: Make a reservation through the "Laptop Loan Booking System" (Get Connect 2)

I am moving offices what should I do with my desktop/laptop?

All office and cubicle moves need to be approved by Design and Construction prior to IT involvement. Once approved, Design and Construction will contact IT.

Design and Construction will fill out the Move Request Form. IT will decline any move form not submitted by Design and Construction. 

How do I get repairs for any Physical damage to the SJU laptop? (Laptop Fell, Cracked Screen, Spilled liquid on a laptop, etc)

1.  In Person:
   We apologize for the problems that you are having with your laptop. However, because this is a physical issue with the laptop. In order to fix it, the laptop must be evaluated by one of our technicians at the IT Service Center. The IT Service Center is able to take both appointments and walkup support, however appointments are given priority. To make an appointment:

   1. Log in to signon.stjohns.edu

   2. Select IT Appointments

   3. Select the Appointment Type that best describes you and the type of support you need.

      1. Choose the option that best describes what you are experiencing with your laptop.

      2. Select the date and time.
         You MUST have your SJU ID card with you in order to have your laptop serviced.

**Before arriving, make sure to save all of your important documents to a different location, such as Cloud Storage via OneDrive, Google Drive, or iCloud. Data can also be backed up via an External Hard drive or USB drive. SJU will not perform any data backup or data retrieval.

I have a Virus / Spyware / Pop-ups / message telling me to pay to upgrade my anti-virus software.

• We apologize for the problems that you are having with your laptop. Unfortunately, if the message that you are receiving is prompting you for credit card information or bank account information as a means of payment for an upgrade for your Antivirus software, PLEASE DO NOT DO IT. This is a known Virus designed to steal your credit card information.

I am retiring/leaving St. John’s University. Can I keep my laptop?

• St. John’s University requires all employees to return any IT assets issued to them be returned to IT at the end of their employment with St. John’s University. Any data on the device that is personal should be transferred to your personal storage system before returning the equipment to IT.

Unable to log into laptop/ can’t remember password.

• The username and password are the same as what you should be using to access email and the Signon portal.

  • If you have recently changed your password and you have not logged into the device on campus since you changed your password, your old password should work

  • If you cannot log into the device, you will need to bring the laptop to the IT Service Center.

What are the office hours of the IT Service Center?

The IT Service Center's hours of operation are Monday - Thursday, 8AM - 5PM, and Friday from 8AM- 3PM. These hours of operation are subject to change. We recommend that you schedule an appointment with IT Support prior to your arrival to ensure prompt support.

What is the status of my laptop that I sent in for repair?

You can request an update for the status of your repair by visiting IThelp.stjohns.edu and selecting “My Tickets”. You will be able to contact IT directing regarding your ticket in question.

Can someone other than myself bring my laptop into the IT Service Center?

Yes. If your SJU-issued laptop needs to be brought in for service or returned to the University, you can authorize someone else to bring it in on your behalf. IT will only return your device to you directly.

My St. John’s University-issued laptop was stolen or is missing. What should I do?

As soon as the laptop is noticed to be missing or stolen, please contact the local Police Department as well as St. John’s University Public Safety. Public Safety will require a police report number for the local police department and will also contact IT if the device is missing. IT will contact you to let you know when a replacement device is available for pickup.

If you recover the missing laptop, notify Public Safety and bring the device to the IT Service Center. If the device is retrieved by the Police Department, they will bring the device to Public Safety and, IT will contact you if any data is recoverable.

I am unsure how to save my files on my desktop/ laptop, can IT help?

St. John’s University's IT department is not responsible for backing up data. IT recommends that employees save their files to their OneDrive or a departmental share. If you are unsure how to use OneDrive, visit:

• OneDrive - Quick Start Guide

I made an appointment with the IT Service Center but I need to reschedule. How can I reschedule the appointment?

You can reschedule your appointment through the reschedule link in the confirmation email. You will receive a confirmation email once you make the appointment, 24 hours before your appointment and 1 hour before your appointment.