Support

OTS provides technology services to the Columbian College of Arts & Sciences. 

The preferred method for requesting support is to send an email to ots@email.gwu.edu

For the main OTS service desk, located in the Academic Center, call 202-994-8096 and press Option 1. For more information about the main help desk, click here. Rome Hall B101. 

For the OTS service desk for in Corcoran School of Arts & Design, visit 202-994-8096 and press Option 2. For more information about the Corcoran help desk, visit the OTS office in Flagg B143.

For support in the School of Media and Public Affairs, Press 202-994-8096 and press Option 3. For more information about SMPA Support, click here. SMPA Engineers.

 

The OTS Helpdesk provides web-based and in-person technical support. Support requests are prioritized and assigned to our helpdesk technicians based on request date, type, and urgency.  Our staff works to minimize queue time and to effectively communicate estimated resolution times. Before submitting a support request, please review our general support guidelines.

To initiate a support request, please send an email to ots@email.gwu.edu


General Support

  • OTS primarily supports Apple and Dell laptop and desktop computers. Our oldest supported models are Intel-based Macs running Mac OS 10.9 and Dell Optiplex 960s running Windows 7. We advise all departments using older computers to upgrade their equipment.  If your computer is below these standards, please contact us as we may have spare (used) machines in storage.
  • OTS does not support any operating system prior to Windows 7 or Mac OS X 10.9. Specifically, we do not support Windows ME, Windows 98, Windows 95, Windows 3.1, Windows XP,Mac OS X 10.3, Mac OS X 10.2, Mac OS X 10.1, and Mac OS 9 or Mac Classic.
  • OTS installs and troubleshoots many common productivity and multimedia applications, including Microsoft Office, Adobe Creative Suite, and Firefox.  While we can provide support for general functionality, we do not provide training or support for advanced functionality of these applications.  The Division of Information Technology provides web-based and instructor-led training on commonly used applications.  Please visit Skillport for more information.

Emergency Support

The primary support objective for all Columbian faculty and staff is to ensure that individuals are able to perform their job functions regardless of any technology issue.  Our response to emergency issues may consist of a remote-desktop (screen-sharing) session, a rapid on-site support response, or by providing a temporary workstation.

Emergency support will be provided when one of the following criteria is met:

  • Your computer will not power on, or start the operating system.
  • Your computer is unable to access the Internet/network.
  • You have locked yourself out of your user account and are unable to log into your computer.
  • Other situations that dramatically disrupt regular university activities.

You can read more about how OTS prioritizes requests.

During normal business hours (M-T: 8:30AM - 7:30PM, F: 8:30AM - 4:00PM), emergency support requests should be submitted by phone at 202-994-8096.  Please be prepared to give your name, GW email address (NetID), phone number, and room location.


Help Desk Locations

OTS has two helpdesk locations. Each are open during normal business hours (M-T: 8:30AM - 7:30PM, F: 8:30AM - 4:00PM).

Rome B101 - 801 22nd Street NW

Flagg B143 - 500 17th Street NW