Get Help

The AITS Service Desk is the single point of contact for technical questions about administrative systems and applications such as Banner, HR Front End, Decision Support, Two Factor Authentication, and all services listed on  The Service Desk can perform desktop troubleshooting and if needed, escalate customers to appropriate campus or departmental resources for higher level support.  They are available 24/7.

Click here to contact the AITS Service Desk

Find answers in the Knowledgebase

The University Knowledgebase contains solutions to common and uncommon questions.  It is the best place to find solutions and help for all university IT questions and problems.

When systems appear down or broken...

Start by visiting the University System Status Page for information regarding planned and unplanned system maintenance and downtime.

NetID Password assistance

If you have established your password recovery options, you can reset your own password at

Campus Academic Help Desks

If you are experiencing a problem with your campus NetID or have network or phone problems, you should contact your respective campus Help Desk:

Chicago - Technology Solutions (Tech Solutions)

Springfield - Information Technology Services (ITS)

Urbana - Technology Services at Illinois (Tech Services)

Response Times

Occasionally it is necessary to escalate a problem to a department outside of AITS. AITS cannot guarantee the response time of other departments. AITS serves as the contact point for tickets filed through our Service Desk.  Ask the Service Desk for an update on your ticket at any time.

Escalation procedure

If you do not receive a response or a satisfactory resolution within a reasonable time frame, contact the AITS Service Desk to inquire about your problem, and to report that you have not been contacted. Please be prepared to supply the associated ticket number.

In the event that you do not receive satisfactory service from the Service Desk staff or our AITS staff, feel free to escalate the severity of your problem by contacting the Service Desk Manager, Shawn Lee, at 217-333-4826 or email