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Getting Assistance

Contact the Viterbi Service Desk

Viterbi School provides computing support for staff and faculty through the Viterbi Service Desk.

There are four ways of getting help from the Viterbi Service Desk:

1. Viterbi Service Desk Web Form
Service requests can be initiated and tracked at http://viterbi.usc.edu/servicedesk.

Sample of what the web form looks like:

For Staff and Faculty, you may access the Viterbi Service Desk by logging in to http://myviterbi.usc.edu portal.  Within the myviterbi portal, you will be able to see a history of your old tickets and a status of your current tickets.


2. E-mail
Service requests may be initiated by sending email to engrhelp@usc.edu.

If you choose to contact Viterbi IT by email and the problem is urgent, in the subject line please add: URGENT: (and then a description of the problem), for example: "URGENT: Unable to access group file share".

3. Phone
Viterbi IT Service Desk telephone number is 213-740-0517.

4. Walk-In Support
Walk-In support is available by visiting DRB 205
 


Hours of Support

Normal Hours of Support  (Monday-Friday, 8:00 am – 5:00 pm)

Off Hours Support (Monday-Friday, 5:00 pm - 8:00 am, Weekends & Holidays)
Limited to server and related infrastructure support only (e.g., network file storage, VSoE email, etc.).
In general, off-hours support is triggered by the automated system monitoring.  Automated system will send alerts to "on-call" support staff.

Presently, we are not offering the same level of support during off-hours that is available during normal business hours.
 


Service Desk Support Department "Single Point of Contact"

Business Unit
Name
Email Address
Viterbi School of Engineering 
(Except AME, EES, MAPP/DEN - See respective units /  Contacts below)
Primary Contact:  IT Service Desk engrhelp@usc.edu
Secondary Contact:  John Ng johnng@usc.edu

Aerospace and Mechanical Engineering (AME)

Primary Contact:  Dennis Plocher plocher@usc.edu
Secondary Contact:  To Be Determined  
Computer Science (CS)
Primary Contact:   IT Service Desk
engrhelp@usc.edu

Secondary Contact:

  Richard Bennett

rbennett@usc.edu

Ming Hsieh Department of Electrical Engineering Systems (EE-S)
Primary Contact:  Seth Scafani scafani@sipi.usc.edu
Secondary Contact:  Allan Weber weber@sipi.usc.edu
MAPP / DEN
Primary Contact:  August Cockroft cockroft@usc.edu
Secondary Contact:  Charles Hall charlemh@usc.edu
Tertiary Contact:  Dominic Lau dominicl@usc.edu
Information Technology Program (ITP)
Primary Contact:  IT Service Desk engrhelp@usc.edu

Secondary Contact:

 Samson Lim

samsonli@usc.edu

 


Classroom Support

Classroom support is available during normal support hours. If you are in a classroom and need technical support, please refer to the following table for contact information:

 

Class Room
Responsible Unit
Contact
Telephone
Email Address
BHE 301
AME
Dennis Plocher 213-740-7190 plocher@usc.edu
BHE 310
AME
Dennis Plocher 213-740-7190 plocher@usc.edu
DRB146 Viterbi IT Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
DRB 351
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
EEB B18
Ming Hsieh EE
Allan Weber 213-740-4147 weber@usc.edu 
GER 309
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
KAP 107
Viterbi IT Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
KAP 160
Viterbi IT Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
KAP 239
Astani CEE
Lance Hill 213-740-0599 lhill@usc.edu
KAP 267
Viterbi IT Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
RTH 105
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
RTH 109
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
RTH 115
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
OHE 230
Ming Hsieh EE
Nathan Timpke 213-740-4541 timpke@usc.edu
OHE 240
Ming Hsieh EE
Nathan Timpke 213-740-4541 timpke@usc.edu
OHE 336
Ming Hsieh EE
Nathan Timpke 213-740-4541 timpke@usc.edu
OHE 406
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
OHE 540
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
OHE 542
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
PCE 312
Viterbi IT
Viterbi IT Service Desk 213-740-0517 engrhelp@usc.edu
VHE 205
Ming Hsieh EE
Nathan Timpke 213-740-4541 timpke@usc.edu
SAL 109
Viterbi IT
ECC Front Desk 213-740-1062 engrhelp@usc.edu
SAL 126
Viterbi IT ECC Front Desk 213-740-1062 engrhelp@usc.edu
SAL 127
Viterbi IT
ECC Front Desk 213-740-1062 engrhelp@usc.edu
 
       

 

 


For a list of self-help PDFs, please visit the Viterbi IT knowledgebase.  It will be continuously updated.

(Last Updated: 10/14/15)