Where can I get tech help?
ITS Customer Services provides the UK Campus community multiple options to contact customer services agents and work directly with them to resolve a computing issue that you are experiencing.
Note: If you are a UK HealthCare employee, you can contact HealthCare IT by utilizing their self-service form by visiting https://serviceuknow.service-now.com/sp/. If you are not contacted by HCIT after submitting a request or a situation isn't resolved in a timely manner, you can also contact HealthCare IT by calling 859-323-8586.
Table of Contents
Personally owned devices
Information Technology Services offers students assistance with Duo Mobile installation and the installation of software required for coursework at UK. Refer to the tech help resources below for support options.
Operating system, preinstalled software, and hardware support is not available for personally owned devices. Refer to Hardware Support for Personal Devices (KB0013306) for a listing of device types not supported.
Technology Help Center
The Technology Help Center is UK’s online one-stop-shop for knowledge articles, Training Resource Center, tech-related policies, recommendations, standards, Self Service Feature, and more.
Self service
The Self Service Feature on the Tech Help Center gives you the ability to submit requests for a number of IT-related services. These services range from network requests to IT project requests.
If you are needing assistance with a computing need, visit the Customer Services Assistance Request Form . This will connect you with ITS Customer Services which will assist you with your request or computing issue.
Tech Help chat
To work with an agent utilizing chat, do the following:
- Open a browser and visit http://ukam.uky.edu.
- Click the chat icon located in the lower right corner.
- An agent will respond shortly after you click the chat button.
- To assist with the issue, the agent might send you a link to open a remote support session so you can show the agent the problem.
Tech Help Chat hours of operation
Monday - Thursday: 8:00 am - Midnight EST
Friday: 8 am - 5 pm EST
Saturday: Closed
Sunday: 8 pm - Midnight EST
Note: Student Tech Help and Chat hours may vary depending on holidays or University closings. Contact ITS Customer Services for more information.
Schedule a virtual appointment with ITS Customer Services
ITS Customer Services offers assistance for your computing needs. This service is currently provided by virtual appointment only. For more information and instructions to book an appointment refer to How do I set up a virtual tech help appointment? (KB0014930).
Writing assistance
While not a technical item, if you are needing assistance with writing styles, or proper document formatting for a report or dissertation, visit The Robert E. Hemenway Writing Center on the College of Arts and Sciences website.
Student Tech Help
Student Tech Help offers students in-person assistance with their computing needs. Refer to What is Student Tech Help? (KB0013357) for more information.
Note: Student Tech Help does not service University-owned hardware. Contact your college or department's IT department for desktop support information. If you are needing assistance with a University-owned computer, contact your college or department desktop support group, or contact ITS Customer Services at 859-218-HELP or utilize the Customer Service Assistance Request form.
Student Tech Help locations
Gatton Student Center
There is a Student Tech Help location on the second floor in front of the Student Government Association (A267A) in the Gatton Student Center. The main Student Tech Help location is in the William T Young Library. See Student Tech Help below for more information.
W.T. Young Library
Student Tech Help is located in the basement of the William T. Young Library
WT Young Student Tech Help hours of operation
Schedule for in person support:
Monday-Friday 8am to 8pm EST
Saturday & Sunday support is limited.
Note: Student Tech Help hours may vary depending on holidays or University closings. Contact ITS Customer Services for more information.
Services offered
Note: These services are only offered to current students.
- Duo Mobile enrollment assistance and troubleshooting.
- Identity verification. If you do not want to verify your identity with ITS Customer Services over Zoom, you can verify your identity in person at Student Tech Help.
- Wi-Fi setup and troubleshooting
- Mobile Device Email Configuration (Android and iOS) - please note that HealthCare employees have additional security measures, refer to How to Access UK Healthcare Email from a Mobile Device (KB0011446) for more information. Please contact HCIT at 859-323-8586 for assistance.
- University Licensed Software Downloads from download.uky.edu & Installation
- Virus Protection Assistance
- Accessing Virtual Den
- Printing assistance with lab printers
- Student iPad support
Note: ITS Customer Services does not provide instructional assistance with instructional applications, such as Matlab or Tableau. To get support with applications, visit the vendor website, or consult with your professor. In most cases, your professor can route you to the owner or support group on campus for the application.
Note: Student Tech Support does not service University-owned hardware. Contact your college or department's IT department for desktop support information.
Desktop computers and personal printers are also not supported by Student Tech Help.
In addition to computing assistance, other technology, and educational resources are available to students at The Hub. Refer to What Resources at The Hub are Available to Students? (KB0012656) for more information.
Customer Services Assistance Request Form