Help Desk

The Help Desk is a single point of contact for computer support. From basic software installation and questions to hardware related failures, the Help Desk staff attempts to provide immediate tech support by telephone, e-mail, in person, or remotely via the Internet. In the event an issue cannot be resolved by the Help Desk, information is forwarded to the appropriate service group. Help is available Monday through Friday from 8 a.m. until 6 p.m. Information Technology Guidelines & Policies Submit a request for Help Desk Services Help Desk Team
Recent Projects
Computer Resources
Recommended Systems Computer Resources Computer Self-help Training & Education

Contact Information

  • by phone: (212) 327-8940
  • by e-mail: helpdesk@rockefeller.edu

    Note: E-mail sent to helpdesk@rockefeller.edu from a non-Rockefeller e-mail account is not be accepted. Users who wish to contact the IT Help Desk via e-mail will need to send an e-mail from a Rockefeller e-mail account or from an RU Affiliate e-mail account.

    Information Technology cannot work on any computers with illegal software or files.

  • in person: IT Pavilion
  • on-line: Service Request Form

Account and Rate Information

Desktop Services and Resources (Mac/PC/UNIX)

Service Request Response Time - Service Level Agreement (SLA)

Help Desk Services & Support Include:

  • Computer related requests and problems
  • Computer installations and configurations, including software
  • Computer virus removal
  • General computer and software how-to’s
  • Printing problems
  • Computer backup needs
  • Smartphone & PDA configurations
  • RUNet Account Passphrase resets
  • Telephone & Network jack activations/deactivations
  • Network related issues
  • Recommendations on purchases of computer and computer accessories
  • Telephone upgrades, relocations or deactivations

Tracking Information

All calls to the Help Desk are logged into our service request system and assigned a "ticket" or tracking number. Work status is updated in the ticket information. A copy of the ticket number is sent to you via e-mail when the ticket is created. It is recommended you save this information for future reference.

To expedite service, please provide the following information when submitting a request:

  • name and version of your operating system (e.g., Windows XP, Mac OS X)
  • name and version of the application you are using (e.g., Excel 2003)
  • detailed description of your issue
  • the wording of any error message you may have received
  • room/building location (and jack number for networking issues)