How Do I Request Tech Assistance? A Handy Guide to Requesting Technology Help

Picture this: Your desktop computer/laptop/iPad/iPhone is throwing a tantrum and you’re about to call the ITS Information Desk at 540.458.4357 or tap out a furious email to

We get it. Encountering technical difficulties is incredibly frustrating, particularly when you have WORK to do! However, the key to resolving tech issues efficiently lies in the way you request help.

Here are a few tips to guide you in submitting an effective tech support request:

  • Precision is Key: When confronted with a tech issue, describing the problem as precisely as possible accelerates the resolution process. Instead of stating, “My computer is acting up,” aim to provide a detailed snapshot of the issue. For instance, are you grappling with an unresponsive application? Is your computer failing to establish a Wi-Fi connection? Specifics are the lifeblood of swift and efficient problem-solving.
  • The Route to The Glitch: Recount the actions you took before the problem reared its head. Be detailed about the process that leads to the issue. Providing a clear sequence of events helps us walk in your digital footsteps, which significantly aids in diagnosing the issue and mapping out the most efficient path to resolution.
  • System Specifications Matter: Tech problems can sometimes be shy creatures, emerging only in specific environments. Sharing your operating system (i.e. Windows 10, MacOS Ventura, etc.) and/or browser details (Firefox, Chrome, Safari) can offer vital clues. What’s the program that’s causing the issue and its version number? Document any troubleshooting steps you’ve already taken. Jot these details down before you embark on your tech support quest. This info could be the key to unlocking the mystery behind your tech issue.
  • Capture Error Messages: If your screen displayed any error messages, don’t disregard them. These cryptic messages often carry within them the diagnosis of the issue. Always include them in your request, even better if you can provide a screenshot. (Here’s how to take a screenshot!) These messages can be the breadcrumbs leading to the root of the problem.
  • Impact & Regularity: Last, but by no means least, outline how frequently the issue occurs and its impact on your work. Is it a minor annoyance or a major roadblock? This information assists in prioritizing your request and gives us a sense of the problem’s magnitude.

The art of effective communication with tech support lies in delivering a clear, comprehensive picture of your predicament. With these tips at your disposal, you’re well equipped to turn any technical hiccup into a stepping stone towards an even smoother digital journey.

Remember, the next time a tech issue arises, a well-crafted help request is your most powerful tool. Your future self, sailing smoothly in the digital sea, will certainly thank you!

P.S. One final tip … remember to keep your emotions in check. Yes, tech issues are as welcome as a porcupine in a balloon factory, but turning into an emotional whirlwind won’t help anyone. The ITS support person on the other end didn’t design the troublesome software or hardware. Keep calm, dial on, and with a bit of luck, your device will be back to behaving itself in no time.

Need tech assistance? Contact the ITS Information Desk at 540.458.4357, email, or stop by the ITS Information Desk on the Main Level of Leyburn Library!