About Help Desk
Help Desk Mission Statement
To deliver the highest level of customer service and communication in order to resolve issues in a timely manner.
Help Desk Policies and Procedures
Help Desk hours are Monday – Friday 7:30 am to 3:00 pm
The Help Desk phone line is extension 4357 (HELP)
Steps to Take
- Please check pages on this site for helpful technology guides and tips.
- When you have a technology issue, we ask that you first check with the Media Specialist and/or the Media Para in your building to assist you.
- Create a Help Desk Ticket: Help Desk Ticket (enter your computer login information to open the ticket)
- If you leave a voice message on the Help Desk line, you will receive an acknowledgment return call within an hour from the time you left your message.
- If the recipient of your call/email is unable to assist you with the issue at hand, your request will be entered in the Help Desk queue for a Technology Support Specialist to assist you.
Once Your Request Has Been Entered In The Help Desk Queue
- Once your request is entered, it is then assigned to the Technology Support Specialist for your building or to the person that would be responsible for the issue at hand.
- It is then prioritized within their work queue.
- Once the Technician has received your request, you will receive an acknowledgment from that person within 48 hours during the work week via phone or email.
- The Technology Support Specialists have assigned days for each of the buildings. It is important to know that even if you are aware of the day the Specialist is assigned to your building, do not “hold on to” requests until they get to your building. We ask that you call or email the Help Desk with your request(s) to have them assigned to the Technology Specialist, so they can be more prepared to resolve the issue(s).
- Please be aware that there may be times that the Technology Specialist will not be able to get to your building on the assigned day due to emergency issues, i.e. lightning strikes, network issues, server shutdowns, etc.
Remember, no question is a bad question! We are here to help!