Help Desk Support Offerings

The ITS Help Desk, located in Beardsley 110 [campus map] is the first point of contact for all requests, incidents, and problems relating to technology services provided by Swarthmore College. The Help Desk offers support via in-person appointments, drop-ins, and remote, and extended support options to meet the varying needs of the college community.

Important Note: Hours, operations, and coverage are modified during Semester Breaks and College observed Holidays. Hours and operations may also vary prior to the start of the Fall/Spring semesters to allow our staff to prepare for the return of students - Please visit The Dash for current hours.

The hours listed below are during the semester when classes are in session:

ITS Service Portal

Visit the ITS Service Portal (support.swarthmore.edu) to enter tickets for support, submit request services, get important announcements, and find quick solutions to common support questions. 24/7/365. The portal is interactive and offers a list of how-tos and FAQs.

In-Person & Remote Support

Beardsley Help Desk Appointments and Drop-ins

While the ITS Help Desk provides drop-in support, appointments are recommended as the first option for various types of support issues and are a great way to get one-on-one assistance. To schedule in-person support or computer drop-off, go to Google Appointment Calendar → Log In:

Hours:

Monday-Thursday 9:30 am-3:30 pm
Friday 9:30 am-12:30 pm
Saturday Closed
Sunday Closed (Remote Support Available when classes are in session)

Remote Support Hours (phone, portal, zoom)

What If you can’t visit the In-Person helpdesk for Support?

The ITS Help Desk endeavors to resolve requests virtually as a first option since most issues can be solved remotely via Phone or Zoom support. Virtual Zoom support can be scheduled by entering a ticket via the ITS Service Portal (support.swarthmore.edu)

Hours:

Monday-Thursday 8 am-10 pm (when classes are in session)
Friday 8 am-8 pm (when classes are in session)
Saturday Closed
Sunday 4 pm-10 pm (when classes are in session)

Phone Support:

Phone support is available at x4357 (HELP) or 610-328-8513. Note: when calling the Help Desk, any voicemail messages left will create a support ticket for follow-up. When leaving messages, please provide your username, a return phone number, and an alternate email address if you are unable to access your Swarthmore email.

McCabe Library IT Consultant (walk-up, phone, portal, zoom) - when classes are in session

Walk-up and Remote Support Available (support hours are only available during the academic year when classes are in session):

Hours:

- Sunday-Thursday 4 pm-10 pm
- Friday 4 pm-8 pm
- Saturday Closed

Accessing Swarthmore Remotely

Check your Duo devices
- Have at least one device registered with Duo that you can access from off-campus
- We strongly recommend adding your smartphone, or an app-enabled mobile device, with the Duo app
- Check any hardware tokens you may have for Duo authentication and ensure they are working properly
Install the Swarthmore Virtual Private Network (VPN) on any devices you wish to use off-campus
- Verify that you can login to the Swarthmore VPN and that the VPN application is up-to-date
Upload files to Google Drive and review Google Drive File Sharing for collaborating on documents and projects
Make sure you can connect to the Internet. Check out our tips for better WiFi for more information.