UMass Amherst Information Technology Enterprise Desktop Support

College of Engineering is supported by UMass Amherst Information Technology Enterprise Desktop Support (EDS). For more information about IT services go to IT Services & Support Portal. 

The EDS team that supports College of Engineering is located in Marcus Hall, room 100. The office is typically open for walk-in support Monday through Friday between 9 AM to 11 AM and 1 PM to 3 PM. Office is closed on holidays or when the university is closed. 

To submit a support request, please call 413-545-4048 or submit a help request.

EDS provides the following services to current faculty, students, and staff of the College of Engineering. Visit the Services Provided by EDS page to learn more.

  • Technology Solutions & Relationship Management: Facilitates the delivery of UMass Amherst IT services by recommending technology that meets departmental needs, collaborates with customers to find strategic solutions, answers requests for support and service, and identifies new initiatives for inclusion in future UMass Amherst IT service offerings.
  • Endpoint and Device Management: Prepare computers and devices for use, ensure device security compliance, and manage delivery of data and applications to devices following Information Security Policy requirements, in-warranty and out-of-warranty hardware repair for eligible university-owned equipment.
  • Device Procurement: Prepare computer and device quotes for purchasing, ensuring operability within the University's enterprise structure, meeting data security requirements and other policy requirements, compliance with UPST Purchasing Rules, and customer needs.

 

The following services are provided through IT (complete list and details here):

  • Wireless network access
  • Email
  • Security
  • Software licensing
  • Web hosting
  • Instructional technologies and classroom technologies

 

What happens after my support ticket has been submitted?

You are welcome to report any issues at your convenience. These requests will be addressed promptly. For a typical support request, the following steps will be taken:

  1. Submit Your Ticket: Call 413-545-4048, email your request to eds [at] umass [dot] edu (eds[at]umass[dot]edu), or go to IT ServiceNow Portal to submit your request. 
  2. Ticket Assignment: Once received, your ticket will be assigned to the appropriate EDS personnel with the necessary technical expertise.
  3. Initial Response: A staff member will review your ticket, respond to you (if contact information is provided), and may request additional information.
  4. Issue Resolution: The staff member will work on resolving your issue. Please note that tickets are addressed in the order they are received. Therefore, there may be a delay if there are earlier tickets pending resolution.
  5. Urgent Matters: For urgent issues (e.g., widespread outages), the order of ticket processing may be adjusted. Requests for services outside of EDS’s scope (e.g., IT accounts) will be redirected to the appropriate department.