Article: 1931902984

Laptop Support Questions:

1. I am an Administrator/ Staff member, where can I request hardware?

IT upgrades IT provided desktop every 5 years, and laptops every 4 years.

2. I am a faculty member, where can I request a laptop?

IT provides a laptop for full-time faculty members. Laptops are refreshed every 4 years. If you are a new full-time faculty member you will receive a link prior to New Faculty Orientation. If you have not received the email you can submit a ticket through ithelp.stjohns.edu

If you are an existing faculty member and believe you are eligible for a laptop refresh, please visit ithelp.stjohns.edu and select “Request new service,” and then “Hardware Provisioning.”

If you are currently eligible for a refresh, you will see the latest Faculty Refresh form available. If you do not see this form and feel you should be eligible you can submit an incident ticket. Please provide the serial number of the device you are looking to upgrade.

3. I am a Adjunct faculty member, where can I request a laptop?

IT does not provide permanent laptops for Adjuncts. However Adjuncts can loan out laptops for the semester that they are teaching at St. John’s University through https://stjtechserv.getconnect2.com/

For more information on loaning out a laptop visit: Requesting a laptop through Laptop Loan Booking System (Get Connect 2)

4. I am moving offices what should I do with my desktop/laptop?

All office and cubicle moves need to be approved by Design and Construction prior to IT involvement. Once approved Design and Construction will contact IT.

Design and Construction will fill out Move Request Form. IT will decline any move form not submitted by Design and Construction.

5. How do I get repairs for any Physical damage that occurred to the SJU laptop? (Laptop Fell, Cracked Screen, Spilled liquid on laptop, etc) or if the laptop is not powering on at all:

  1. In Person:
    We apologize for the problems that you are having with your laptop. However, because this is a physical issue with the laptop. In order to fix it, the laptop must be evaluated by one of our technicians at one of the Laptop Support centers in order to be serviced.

    1. Staten Island Campus students: Go to the IT office location in DaSilva Hall

    2. Queens Campus Students: Service is provided by Appointments ONLY.

      1. Log in to signon.stjohns.edu

      2. Select IT Appointments

      3. Select the Appointment Type that best describes you and the type of support you need.

        1. Choose the option that best describes what you are experiencing with your laptop.

        2. Select the date and time.
          You MUST have your SJU ID card with you in order to have your laptop serviced.

Due to time constraints and the volume of our appointments, if you are more than 10 minutes late, your appointment will be canceled. You will have to reschedule your appointment.

**Before arriving, make sure to save all of your important documents to a different location, such as Cloud Storage via OneDrive, Google Drive, or iCloud. Data can also be backed up via an External Hard drive or USB drive. SJU will not perform any data backup or data retrieval.

6. I have a Virus / Spyware / Pop-ups / message telling me to pay to upgrade my anti-virus software.

  • We apologize for the problems that you are having with your laptop. Unfortunately, if the message that you are receiving is prompting you for credit card information or bank account information as a means of payment for an upgrade for your Antivirus software , PLEASE DO NOT DO IT. This is a known Virus designed to steal your credit card information.

    • To ensure that the virus is removed completely , the computer will be restored to fectory settings, and all data deleted.

      • Staten Island Campus students: Go to the IT office location in DaSilva Hall

      • Queens Campus Students: Service is provided by Appointments ONLY.

        1. Log in to signon.stjohns.edu

        2. Select IT Appointments

        3. Select the Appointment Type that best describes you and the type of support you need.

          1. Choose the option that best describes what you are experiencing with your laptop.

          2. Select the date and time.
            You MUST have your SJU ID card with you in order to have your laptop serviced.

      Due to time constraints and the volume of our appointments, if you are more than 10 minutes late, your appointment will be canceled. You will have to reschedule your appointment.

      **Before arriving, make sure to save all of your important documents to a different location, such as Cloud Storage via OneDrive, Google Drive, or iCloud. Data can also be backed up via an External Hard drive or USB drive. SJU will not perform any data backup or data retrieval.

7. I am retiring/leaving St. John’s University. Can I keep my laptop?

  • St. John’s University requires all employees to return any assets that were issued to them from IT to be returned to IT at the end of their employment with St. John’s University. Any data that you have on the device that is personal should be transferred off the device to your personal storage system prior to returning equipment to IT.

8. Unable to log into laptop/ can’t remember password.

  • The username and password is the same as what you should be using to access email and the Signon portal.

    • If you have recently changed you password and you have not logged into the device on campus since you changed your password your old password should work

    • If you are still unable to log into the device you will need to bring the laptop to one of the support centers on campus.

      • Staten Island Campus students: Go to the IT office location in DaSilva Hall

      • Queens Campus Students: Service is provided by Appointments ONLY.

        • Log in to signon.stjohns.edu

        • Select IT Appointments

        • Select the Appointment Type that best describes you and the type of support you need.

          • Choose the option that best describes what you are experiencing with your laptop.

          • Select the date and time.
            You MUST have your SJU ID card with you in order to have your laptop serviced

9. What are the office hours of the Laptop Support Center?

We currently have two Support Centers in which you can bring your laptop for the support.

Queens Campus Students: Service is provided by Appointments ONLY.

  1. Log in to signon.stjohns.edu

    • Select IT Appointments

    • Select the Appointment Type that best describes you and the type of support you need.

      • Choose the option that best describes what you are experiencing with your laptop.

      • Select the date and time.
        You MUST have your SJU student ID card with you in order to have your laptop serviced.

  2. Staten Island Campus, DaSilva Hall:
    Walk-in Availability: Monday – Thursday: 8:30am to 4:30pm Friday: 8:30am to 3:00pm

10. What is the status of my laptop that I sent in for repair?

You can request an update for the status of your repair by visiting IThelp.stjohns.edu and selecting “My Tickets”. You will be able to contact IT directing in regards to your ticket in question.

11. Can someone other than myself bring my laptop in to the Laptop Support Center?

Yes. If your SJU-issued laptop needs to be brought in for service or to be returned to the University, you can authorize someone else to bring it in on your behalf. Submit an incident via your ithelp.stjohns.edu Your report must state when your appointment is, and the name of the person that you are authorizing to bring the laptop in on your behalf. The person can advise the IT rep when they come in that an authorization letter was sent.

  • Staten Island Campus students: Go to the IT office location in DaSilva Hall

  • Queens Campus Students: Service is provided by Appointments ONLY.

    • Log in to signon.stjohns.edu

    • Select IT Appointments

    • Select the Appointment Type that best describes you and the type of support you need.

      • Choose the option that best describes what you are experiencing with your laptop.

      • Select the date and time.

12. My St. John’s University issued laptop was stolen or is missing. What should I do?

As soon as the laptop is noticed to be missing or stolen please contact the local Police Department as well as St. John’s University Public Safety. Public Safety will require a police report number for the local police department and will also contact IT that the device is missing. IT will contact you to let you know when a replacement device is available for pickup.

** IT will lock device that is missing so no data can be accessed.

If you recover the missing laptop, or the laptop is found notify Public Safety and bring device to the Laptop Support Center. If the device is recovered by the Police Department they will bring the device to Public Safety and IT will contact you if any data is recoverable.

13. I am unsure how to save my files on my desktop/ laptop, can IT help?

St. John’s University IT department is not responsible for backing up data. IT recommends that employees save their files to their OneDrive or a departmental share. If you are unsure how to use OneDrive, visit:

  • OneDrive - Quick Start Guide

  • Make an appointment for Remote Application Training:

    • Log in to signon.stjohns.edu

    • Select IT Appointments

    • Select the Appointment Type that best describes you and the type of support you need.

      • Choose the option that best describes what you are experiencing with your laptop.

      • Select the date and time.

14. I made an appointment with the Laptop Support Center on the Queens Campus but I need to reschedule. How can I reschedule the appointment?

You can reschedule your appointment through the reschedule link in the confirmation email. You will receive a confirmation email once you make the appointment, 24 hours prior to your appointment and 1 hour prior to your appointment.