Information Technology Division

Short-Term Replacement for Break Fix

The University will be offering hot swaps if your University-owned machine or loaned laptop stops functioning.  In an effort to promote social distancing, the Division of Information Technology and all local academic technology teams will schedule next-day appointments (Monday – Friday) for repairs or swaps. 

Before Leaving Campus: After you pick up your laptop from the technician, you MUST log in to your laptop on campus before leaving for home.  If you skip this step, you will not be able to successfully log in to the laptop once you get home.

Faculty and Staff

Should you find that your University leased or purchased laptop malfunctions; please reach out to their appropriate technical support resource for initial troubleshooting as indicated below:

  • Faculty/Staff in the Feliciano School of Business (SBUS), College of Education and Human Services (CEHS) and the College of Science and Mathematics (CSAM) should contact their local academic technology teams during their scheduled business hours and may contact the IT Service Desk, outside of normally scheduled business hours. 
  • All other faculty/staff in the College of the Arts (CART), College of Humanities and Social Sciences (CHSS), the Graduate School, University College (UC) and the School of Nursing (NURS), as well as all non-faculty across all Divisions, can receive support through the IT Service Desk by calling 973-655-7971 or by emailing itservicedesk@montclair.edu.

Should a faculty or staff find that the laptop (Business Continuity Laptop) that they borrowed from the IT Service Desk malfunctions, they should contact the IT Service Desk by calling 973-655-7971 or by emailing itservicedesk@montclair.edu.

What Do I Need to Do?

  • Should your local tech team or the IT Service Desk not be able to resolve the issue remotely, you will be provided with an appointment to visit the IT Service Desk on the 5th floor of University Hall, Monday through Friday, between 11:30 am and 1:30 pm.  This service will be by appointment only to promote appropriate social distancing and not have overlaps with visitors.  We are not accepting walk-in appointments.
  • You are required to bring the laptop that is having issues.  The equipment will be inventoried, a ServiceNow incident created and secured for later repair processing.
  • For quicker turnaround, we encourage Faculty and Staff to utilize Google Drive for storing documents. Please note that you cannot store documents that contain personally identifiable information (PII) and that must be stored on your network share.
  • The technician on-site will provide a loaner from the appropriate Laptop Loan pool (Faculty/Staff vs Student).  
  • We will be doing swaps of equipment on site but will not be repairing hardware during your appointment.  Depending on the issue, we will need to reach out to the vendor.
Students

Should you find that the University laptop that was loaned to you malfunctions, please contact the IT Service Desk by calling 973-655-7971, emailing itservicedesk@montclair.edu or online Chat.

What Do I Need to Do?

  • Should the IT Service Desk not be able to resolve the issue remotely, you will be provided with an appointment to visit the IT Service Desk on the 5th floor of University Hall, Monday through Friday, between 11:30 am and 1:30 pm.  This service will be by appointment only to promote appropriate social distancing and not have overlaps with visitors.  We are not accepting walk-in appointments.
  • You are required to bring the laptop that is having issues.  The equipment will be inventoried, a ServiceNow incident created and secured for later repair processing.
  • For quicker turnaround, we encourage students to store data on Google Drive. Please note that you cannot store documents that contain personally identifiable information (PII) and that must be stored on your network share.
  • The technician on-site will provide a loaner from the appropriate Laptop Loan pool (Faculty/Staff vs Student).  
  • We will be doing swaps of equipment on site but will not be repairing hardware during your appointment.  

Protection of the Customer and Staff

  • It is required that if you are not feeling well, that you cancel your appointment.
  • All laptops have been sanitized.
  • The on-site technician will be wearing Personal Protective Equipment (PPE).
  • It is also required that you also take all appropriate CDC recommended precautions in your interactions with the staff.