OIT Help Desk

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Local: (304) 293-4444
Toll Free: (877) 327-9260

If you are having a problem with your connection to ResNet, please call the OIT Help Desk for support. The OIT Help Desk is available to help troubleshoot network connectivity problems, as well as answer other technology-related questions. Sometimes your problem cannot be resolved over the phone, in which case the OIT Help Desk will assist you in making an appointment with one of the Residential Network Consultants (RNCs) who will come to your room to help you further.

The services provided by the OIT Help Desk are free. In most cases, there is no charge if the Help Desk determines that an RNC needs to come to your room to resolve a ResNet connectivity problem. If there is a fee for the particular service you requested, the RNC will inform you before the work is performed.

Some services, such as installing an Ethernet adapter, virus/spyware removal, hardware repair, and hardware upgrades require more time and resources, and are not provided free of charge. These services are provided by the WVU Technology Support Center, and they are usually performed on a fixed rate basis. You should assume that repairs performed in the TSC have an associated fee, unless you are informed otherwise by a TSC employee.

Call the OIT Help Desk for:

• Assistance or questions regarding ResNet
• An appointment with an RNC (scheduling or canceling)
• Network outages
• Questions about your WVU e-mail account
• Questions about the University's wireless network
• Questions about the WVU computer labs (see Computer Labs)
• Any other technology-related questions

• Know your MIX address, student number (WVUID), building, room number, and phone number.
• If you provide your residence hall phone number, please have your voicemail account correctly set up and activated. If we cannot contact you, it will delay resolution of your problem.
• Call from your room and have your computer powered on.
• Be prepared to spend up to 15 minutes on the phone with the OIT Help Desk.

• Make sure that the RNC can easily access your computer and the Ethernet jack on the wall.
• Be appropriately dressed prior to the RNC's arrival. Students, who "just got out of the shower" or decide to change clothes while the RNC is in the room, make the RNCs uncomfortable, and the RNC will leave immediately. The phrase "appropriately dressed" means wearing something that you would wear to class. This applies to everyone in the room while the RNC is there.
• DO NOT leave your room at any time while the RNC is there. Many times the RNC will need to ask you questions about your computer, and this is difficult to do if you are not in the room.
• Inform your roommate(s) that an RNC will be visiting. Remember that it is not just your room, but also your roommate's.
• Refrain from public displays of affection while the RNC is in your room. This applies to anyone in your room during the RNC's visit. If the RNC feels uncomfortable with activities in your room, he/she will leave immediately.

Information about the Residential Network Consultants

The Residential Network Consultants, or RNCs, are full-time WVU students. When you need help from one of the RNCs, please be cognizant of the following:

1. As full-time WVU students, RNCs operate on a class schedule similar to yours. When you are most busy with midterms and finals, so are the RNCs.
2. Classes ALWAYS come first. RNCs will schedule appointments during your free time, but getting your network connection fixed is not a valid reason for them to skip class. Consequently, they may need to schedule a second appointment.
3. RNCs are trained to do their job, which makes their time valuable. If you have an appointment, please do not miss it. The RNCs understand that sometimes circumstances may prevent you from keeping your appointment. The same occasionally happens to them too, but please call the OIT Help Desk and let them know if you are going to be late or need to cancel your appointment. Missing appointments may result in your problem remaining unresolved.
4. RNCs have a limited amount of time for an appointment. If the RNC finds that the repair will take more time than originally thought, he/she may ask to make another appointment with you, or ask that you take your computer to the Technology Support Center.
5. RNCs are not permitted to accept tips.
6. While RNCs are students, they are also WVU employees. RNCs are friendly and trained to be professional. Consequently, they should be afforded the same respect that you would give other faculty and staff members. Also, as WVU employees, RNCs are required to report any illegal activities witnessed while in a student's room.