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IT Customer Care Work Plan

This work plan is subject to change. 

Remote technical support by phone

Remote phone support is available to faculty, staff and students:

Monday-Friday: 7:00 a.m. - 10:00 p.m. 
Saturday and Sunday 10:00 a.m. - 6:00 p.m. 

Limited after-hours support is available 24/7 for issues related to:
the Portal, MFA, and WiFi.

Call 718-817-3999 

Walk-In Centers open by appointment ONLY

Rose Hill 9:00 a.m. - 5:00 p.m.
Lincoln Center 10:00 a.m. - 6:00 p.m.

The following procedure applies to Walk-In Center services: 

  • Appointments are made by phone, if one is needed after initial diagnosis.
  • Google calendar is used to track appointments and send invites.
  • Equipment that can be repaired by Fordham IT technicians may be dropped off and picked up.
  • Equipment may be available while your device is under repair.

Drop off your equipment: Please wear a mask for safety. 

  • Arrive at the Walk-In Center at the time of your appointment and place your device on the chair outside the door. 
  • Ring the bell outside of the ITCC Walk-In Center and someone will ask you to confirm your appointment. 
  • When an ITCC staff answers the door, step back 6 feet. ITCC staff will bring the device inside, sanitize it, and begin work. 

Pick up your equipment: Please wear a mask for safety.

  • Your device will be sanitized when the work is completed.
  • At your scheduled pick up time, ring the bell and speak with ITCC to confirm that you’re picking up equipment. 
  • Step back 6 ft from the door and ITCC will place your device on the chair outside the door. Once the door is closed, you may safely pick up your device.

ITCC procedures for repairing University-owned laptops

If you open a ticket to have your University-owned laptop repaired, IT Customer Care will forward it to User Support for diagnosis and a decision for how to proceed. Read User Support’s Work Plan.

Personal Laptop Repair Options

In the event that your issue cannot be resolved by IT Customer Care:

Equipment in-warranty
Faculty, staff and students with personal machine hardware/OS issues should call the provider of the warranty for service.

Equipment not in-warranty
Faculty, staff and students with personal machine hardware/OS issues who do not wish to use a local repair service such as Geek Squad will be given the following option for services at a cost via Naka Technologies, which will pick up and drop off equipment twice a week at no charge.

If your non-warranty device is on campus

  • Call ITCC to make an appointment to drop-off your device at an ITCC Walk-In Center. Naka will pick up the device at no charge.
  • Naka will perform diagnostics for a fee and review its findings with you. If you approve the repairs, they will be made by Naka technicians.  
  • Naka will collect payment from you directly, via credit card.
  • Naka will return the machine to ITCC on campus, again at no charge.

ITCC will call you to make a pick-up appointment.

If your non-warranty device is off-campus

  • Ship your device directly to Naka via UPS at no cost. (Call ITCC for more information about shipping.)
  • Naka will perform diagnostics for a fee and review its findings with you. If you approve the repairs, they will be made by Naka technicians.  
  • Naka will collect payment from you directly, via credit card.
  • Naka will return the device to you via UPS at no additional cost.

Naka laptop repair services cost breakdown

Laptop Hardware and Software Diagnostics $39.99 Flat Rate
Virus and Malware Scan, Removal and Recommendation $99.99 Flat Rate
Hard Drive Recovery and Backup $149.99 Starting Price
Laptop Screen Replacement $99.99 Plus Materials
Laptop Battery Replacement $49.99 Plus Materials
Laptop Hardware Upgrades $49.99 Plus Materials