What to Expect When Contacting HireIT for Support

HireIT is committed to providing a consistent, client-focused experience that delivers technical support of the highest quality while meeting the diverse needs of the University community. When you contact HireIT, you’ll have a support team that has a deep, shared knowledge of the Penn environment, the ability to leverage leading-edge technology, and a commitment to provide excellent customer service.

  • HireIT standard business hours are Monday to Friday, 8 AM to 6 PM.
  • You can contact HireIT using the following methods:
  • Each time you contact HireIT by web, email, or phone, you’ll receive an automated email notification letting you know that your request has been received. The email notification will be sent from the Remedy V8 System and include an incident number, which is your ticket number, e.g., Incident: INC00000020356.
  • Every effort will be made to resolve your support issue or request on the initial contact.
  • Timely updates will keep you informed on the status of your request and will include the name of the HireIT team member who is working with you. These updates, issued from Remedy, will be in plain text. Remedy is the ticketing support system used throughout ISC to record, track, and manage all incoming support requests and their resolutions.
  • Requests received outside of HireIT business hours will be processed at the start of the next HireIT business day.

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