Help, I Have a Problem!

Service Description

The Help desk is the first point of contact for all technology-related questions and requests, especially in the areas of college-managed technology services, general computing questions, and computer repairs.

The Help Desk provides two stages of support to students, faculty, and staff: an attempt to resolve problems, fulfill requests or answer questions or, if resolution is not appropriate or achievable, assignment to a subject matter expert or service owner for in-depth assistance.

Essentially, if you cannot find the specific service you are looking for throughout the rest of the Service Catalog, you can request information or assistance by "Submitting a General Issue". However, please note that, because each request for general technical support requires research and potential correspondence for additional details, faster turnaround time can be achieved by browsing the Service Catalog for the most appropriate or specific service that best fits the nature of your request.

Standard Features

Our agents can help with the following:

  • Answer general questions related to D2L
  • Assist with the Self-Service Portal
  • Help troubleshoot and resolve issues related to login
  • Help troubleshoot and resolve issues related to password
  • Help troubleshoot and resolve issues related to sending/receiving email
  • Help troubleshoot and resolve issues related to accessing shared calendars
  • Help troubleshoot and resolve issues related to telecom devices
  • Assist with campus hardware and software
  • Assist with campus printing 
  • Assist with campus wireless

Optional Features

Self-service options: Knowledge Base

Roles and Responsibilities

User Responsibilities: 

  • User is responsible for providing details related to the request including contact information and a full description of what they need assistance with.
Please Note: Restarting the problem computer resolves many software related issues. Before you proceed with opening a ticket with the IT Help Desk, please make sure you have restarted your computer to see if this resolves the current issue you are having.

Agent Responsibilities:

  • Our agents will communicate the status of the request to the user as needed.

Service Audience 

Faculty, Staff and Students.