About the Helpdesk
The SFESOM IT Helpdesk provides on-site technical support for all building technology including personal computers and devices, classroom AV systems, network and wireless connectivity, printing, and specialized research and clinical software. The helpdesk is staffed by University of Utah Health IT professionals and student technicians trained to support the Health Sciences technology environment.
Walk-in assistance is available in Room 3B110 (Floor 3, near the east stairwell). You may also request support via phone, email, or the online ticket portal — response times for remote requests are typically under 2 business hours for high-priority issues.
Services Provided
Computer & Device Support
- Windows and macOS troubleshooting
- University device setup and enrollment
- Software installation and licensing
- Hardware repair coordination
- Loaner device program (short-term)
Classroom & AV Support
- Podium and lectern setup
- Projection and display troubleshooting
- Zoom and Teams room support
- Microphone and audio systems
- Lecture capture and streaming
Network & Wireless
- UoU Health wireless setup (eduroam)
- VPN configuration and remote access
- Wired network drop assistance
- Network printer configuration
- Guest wireless access
Software & Access
- uNID account and CIS password resets
- Microsoft 365 and campus software
- Epic Hyperspace training environment
- HIPAA-compliant file sharing setup
- Research software licensing
How to Get Help
Walk-in Helpdesk — Room 3B110The fastest option for hands-on issues with devices, AV, or printers. No appointment needed during helpdesk hours.
Phone — (801) 581-8300For urgent issues with classroom AV or network outages affecting teaching. Technicians respond within 15 minutes during business hours.
Email — sfesom-it@utah.eduFor non-urgent requests, software licensing questions, or account issues. Response within 2 business hours.
Online Ticket PortalSubmit a detailed support request at help.utah.edu. Choose "SFESOM Building" as the department. Track your ticket status online.
Podium & Classroom Quick Reference
Before submitting a ticket, try these common troubleshooting steps for classroom technology:
Common Classroom Issues
- Display not showing: Check that the podium touch panel is powered on. Select "Laptop" or "PC" as the source. Confirm the HDMI/USB-C cable is fully seated.
- No audio from speakers: Ensure the room volume on the touch panel is above 30%. Check that "Mute" is not active. Verify your laptop audio output is set to the room display.
- Wireless screen share not working: Open the SFESOM screen-share app (icon on all podium desktops) and pair using the on-screen PIN.
- Zoom/Teams camera or mic issues: Select "Zoom Room Camera" and "Zoom Room Speaker" in your video app's audio/video settings.
- Projector lamp: Allow 60 seconds warm-up. If screen remains dark, press and hold the power button on the touch panel, then power on again.