Getting Assistance

Last Update: 5/8/20

Contact the Viterbi Service Desk

Viterbi School provides computing support for staff and faculty through the Viterbi Service Desk. There are four ways of getting help from the Viterbi Service Desk:

Sample of what the web form looks like:

Tommy Trojan

For Staff and Faculty, you may access the Viterbi Service Desk by logging in to http://myviterbi.usc.edu portal. Within the myviterbi portal, you will be able to see a history of your old tickets and a status of your current tickets.

  • E-mail – Service requests may be initiated by sending email to engrhelp@usc.edu. – If you choose to contact Viterbi IT by email and the problem is urgent, in the subject line please add: URGENT: (and then a description of the problem), for example: “URGENT: Unable to access group file share”.
  • Phone Viterbi IT Service Desk telephone number is (213) 740-0517.
  • Walk-In Support Walk-In support is available by visiting DRB 205.

Hours of Support

 Normal Hours of Support: M-F: 8:00am – 5:00pm
 Off Hours Support: M-F: 5:00pm – 8:00am, Weekends & Holidays

  • Limited to server and related infrastructure support only (e.g., network file storage, VSoE email, etc.).
  • In general, off-hours support is triggered by the automated system monitoring.
  • Automated system will send alerts to “on-call” support staff.

Presently, we are not offering the same level of support during off-hours that is available during normal business hours.


Service Desk Support Department “Single Point of Contact”

Business Unit
Name
Email Address
Viterbi School of Engineering
(Except AME, EES, MAPP/DEN - See respective units /  Contacts below)
Primary Contact:  IT Service Desk engrhelp@usc.edu
Secondary Contact:  John Ng johnng@usc.edu

Aerospace and Mechanical Engineering (AME)

Primary Contact:  Dennis Plocher plocher@usc.edu
Secondary Contact:  To Be Determined
Computer Science (CS)
Primary Contact:   IT Service Desk
engrhelp@usc.edu

Secondary Contact:

  Richard Bennett

rbennett@usc.edu

Ming Hsieh Department of Electrical Engineering Systems (EE-S)
Primary Contact:  Seth Scafani scafani@sipi.usc.edu
Secondary Contact:  Allan Weber weber@sipi.usc.edu
MAPP / DEN
Primary Contact:  August Cockroft cockroft@usc.edu
Secondary Contact:  Charles Hall charlemh@usc.edu
Tertiary Contact:  Dominic Lau dominicl@usc.edu
Information Technology Program (ITP)
Primary Contact:  IT Service Desk engrhelp@usc.edu

Secondary Contact:

 Daniel Yip

dyip@usc.edu


Classroom Support

Classroom support is available during normal support hours. If you are in a classroom and need technical support, please refer to the following table for contact information:

For a list of self-help PDFs, please visit the Viterbi IT knowledge base. It will be continuously updated.