OneIT’s multi‑faceted support model—just‑in‑time assistance, laptop and device help, engaging, flexible virtual and physical learning spaces, and world‑class infrastructure—ensures the learning and teaching community is equipped to reach their goals.

HelpDesk

The OneIT HelpDesk is the place to start when you have questions or need help with all OneIT-supported services and applications. including email, MyUTK, NetID, Duo Two-Factor, Microsoft Office, desktop support, security, WiFi, and more. To meet you where you are, HelpDesk team members offer several ways to get support: talk with a team member in person, by phone, or via an online meeting; submit a request online; or search for answers in the Knowledge Base.

Assistance Numbers

Who Asked for Help

Desktop and Labs Support

Desktop Support is the friendly face of OneIT on the Knoxville campus. They provide personalized computer support to students, faculty, and staff, enabling them to accomplish their individual academic and professional goals. They can help you set up your new computer, get connected to the network and printers, and troubleshoot software and hardware issues.

OneIT-managed labs provide students with 24-hour access to over 100 applications.

More than 60 printers are available for students to use in OneIT Computer Labs and many other areas across campus. Users can print from either the computers located in the student computer labs or their own personal devices. In addition to general student use labs, such as the Information Commons at Hodges Library, OneIT also manages several departmental labs on campus.

Student Disability Services Testing Center

In August 2025, Student Disability Services (SDS) approached Desktop Support and requested that we manage the SDS Testing Center. Within two weeks, we designed a custom provisioning process, provisioned and set up 49 computers, and provided continued support to ensure students have access to the resources they need.

What’s Next

Desktop Support has an exciting opportunity to reimagine what innovative end-user support looks like at UT.

Support for Teaching & Learning Technologies

Teaching and Learning Technologies supports faculty and students in using a variety of instructional tools, including Canvas, Zoom, classroom technologies, personal response systems, training development services, instructional video production and delivery, and more. 

Canvas serves as the central hub for online, hybrid, and in-person classrooms.

In 2025, Teaching and Learning Technologies launched the inaugural Canvas Advisory Board with 17 faculty and staff members, including the current Student Government Association. The board assists with the establishment of governance and procedures for Canvas. We have already successfully implemented several changes brought forth by the advisory board and are excited about this partnership as we continue to review and expand on Canvas capabilities!

What’s Next

Accessible Canvas courses with YuJa Panorama. With the launch of YuJa Panorama in July 2026, faculty can use this platform to expand on Canvas’s existing accessibility features and receive efficient, comprehensive support for reviewing digital course content, identifying accessibility issues, and using inline tools for remediation.

OneIT offers scheduled and on-demand training.

Scheduled, live workshops and self-paced learning resources help prepare the university community to meet technological demands in academics, careers, research, and everyday life.

Additionally, OneIT Training customized 48 special workshops and training sessions for 773 faculty, staff, and students across various departments. These on-demand sessions were requested by the sponsoring department, highlighting our commitment to provide what you need when you need it.

IT Infrastructure Support

While Wi-Fi and Internet connectivity may be the first things that come to mind when accessing campus technologies, UT’s underlying IT infrastructure is supported by teams who make the real “magic” happen. They deliver essential backbone services—DNS, DHCP, identity and access management, system administration, database administration, operations, networking, and more. Much of this work is done by the unseen heroes of IT, working nights and weekends to upgrade equipment and ensure systems stay secure, patched, and available. The Data Center team advanced this work through HVAC and UPS updates, improved environmental monitoring, and documentation reviews. 

Campus Network

OneIT provides the Knoxville campus with wired and wireless networks. Eduroam (education roaming) is the secure Wi-Fi access at UT. Through UT’s membership with Intranet2, the UT Knoxville community can leverage these secure, high-speed global wireless services for their research and education endeavors on campus and at participating institutions in over 100 territories worldwide.

OneIT manages more than 10,500 wireless access points across the Knoxville campus and RockyTopWiFi. Approximately 20% of the existing access points were refreshed last year. By expanding high-density wireless service across campus and athletics venues, OneIT improved the experience for students, faculty, staff, and visitors while preparing the network for future enhancements. 

What’s Next

Build a streamlined, more secure onboarding process for wireless devices to improve how users access and maintain their campus connection.

Connecting & Securing Campus Networks

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