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1 A Guide on using the IT Helpdesk tool Use the Facilities & IT Helpdesk icon on your computer to easily and quickly submit your own request for IT-related service. With this system, you can identify your need according to a pre-defined problem type. This will allow routing of your request to the appropriate technicians, resulting in a more efficient response to your request. To get started select the icon labeled Facilities & IT Helpdesk on your computer. You could also open your internet browser (Internet Explorer) and type in in the address bar and press enter on your keyboard. This brings you to the welcome screen. Type in your address and press submit. The first time you will be prompted to enter more information and get this screen.

2 The online Help Desk screen (steps 1 through 3): Note The IT Request Tab is highlighted indicating you are submitting a request to Information Technology. Step 1 This information should be filled in with your information from the prior screen. If you are entering a ticket for someone else, change the contact information. Step 2 Select a (building) location and room number related to the issue being reported. If your location will always be the same, check the box, Yes, remember my area entries for my next new request entry. Step 3 Select the appropriate Problem Type icon. See chart below for more information. The three highlighted areas should be used as default.

3 Technology Emergency: Please check the emergency box only if the problem involves a building-wide or campus wide, major system being down or inaccessible to the campus. The Problem Types Problem Type: Used for: Comments Accounts/ New Setup for new Faculty/Staff. Modification of Datatel access. Modification to file share access. Web Advisor password reset request. AV Equipment Setup of AV technology used in the classroom and lab setting. This includes televisions, projectors, microphones, and connections beyond a laptop connection. Maintenance of projection systems in classrooms, labs, and conference rooms including bulb replacement. Requests for replacement units. WebAdvisor and Active Directory password Resets. Blackboard Issues related to the campus learning management system. Blackboard for Nursing, Blackboard for others on campus.

4 Problem Type: Used for: Comments Sending bulk s. Printing large batch jobs and mailers (letter form and postcard form). Printing labels. Setting up surveys. Datatel communications module assistance. Surveys through Google Docs. s to students either directly accounts, or through Datatel module. Large jobs printing, requiring sealing, for mailers; include path name for files to be merged and/or printed. Core Administrative Systems Electronic Door/ Lock Access Equipment moving Datatel inquiries and maintenance. WebAdvisor questions. Great Ideas database questions. Human Resources systems. Data marts. Keycard access to classrooms or offices. Requests and problems. Any issues related to the functionality of Gmail, including password resets. Moving of office technology to a new location. This includes computers and phones. Recycling of old office equipment. Datatel password resets. WebAdvisor password reset should use problem type accounts/new. password resets. IT Department supports use of Gmail through Google s Apps for Education program; support for other Google offerings is through Google s web site. For inventory purposes, and to protect the College s investment in equipment, faculty/staff required to contact IT Help Desk for assistance.

5 Problem Type: Used for: Comments Network Connectivity Connectivity to network. Issues with bandwidth. Issues with Massachusetts Broadband (MBI). Modification to wiring. New wiring. Wall port activation. Wireless access point connection. Password Printers Report Creation Scanner WebAdvisor password reset problems. Printing and copier issue. Please indicate if this is used for Administration or Students. Requests for new reports or modifications to existing reports using Business Objects, MS Excel, MS Access or other reporting tools. Image Now questions or Document Imaging. IT Infrastructure will handle all technology requests for offices and the Presidents conference room. This includes quotes for new equipment or software. Problems with existing laptops and desktop computers used in offices. Issuing temporary loaner equipment. President s office conference room set-ups. Maintenance to repair a virus. Departments are authorized to call the copier service for toner and other maintenance related issues; service phone number is located on front of copier. Business Objects password resets. Non-college owned equipment is not supported. The IT department has limited equipment available for short-term loan, on a first come, first served basis. Each division is responsible for paying for purchases; All IT equipment purchases must be approved by IT in advance. Use this if computer indicates that there is a virus or if no other category fits.

6 Problem Type: Used for: Comments Tech Services Academic Computing will handle all technology questions for classrooms and labs. This includes requests and quotes for new equipment and software. Classroom/Lab connections. Student printing. Telephone Services Training Web Site Requests for Voice Mail pin resets, new equipment, change in personnel data, or relocation of phones. Use to report phone problems or enhancements. To change the telephone menu greetings for the school. Maintain the Emergency Alert data using Rave. Monitor phone bills. Trainings in Datatel, Business Objects, and School Dude. Requests for any IT-related trainings. Use to update any Web site pages controlled by the IT Department. Portal Questions. Voice mail password resets. Rave password resets. Note: individual departments are responsible for their own web pages. The online Help Desk screen (steps 4 through 11):

7 Step 4: Describe the problem (free form). Please be as detailed as possible. Step 5: If you have trouble with a computer you could enter the service tag number here. It is the large white bar code on the back of the unit. Step 6: Please enter times when you have availability. If this is a problem in a lab or classroom we need to know when the room is available for service. Step 7: Select Purpose from the drop down list. This will help track tickets for specific areas. Step 8: Enter Completion date (not required). Step 9: Note size limitation on attachments; send attachments if problem involves any message displayed on equipment, related to the problem being reported.

8 Step 10: accounts will have password access at this time. Step 11: Please note that the request for service has not been entered until AFTER the submit button has been pressed. Frequently Asked Questions (FAQs), on entering requests into the Help Desk System FAQ I do not remember my password to WebAdvisor. I need access to a particular software package. I want to learn how to use Datatel/ gmail/ Microsoft Office/ other software. A virus warning popped up on my computer screen. There is no dial tone on my phone I am not getting my faxes I need access to Datatel/ a mnemonic in Datatel I have a problem with Image Now I want labels printed Can you print out postcards for me? I need letters merged, printed on form paper I cannot get sound when I put in a DVD I have questions on 1098T or 1099 tax forms How do I get phone menu changes made/ change the phone greeting? I need a new field in Business Objects I want a Business Objects account I want to send an / test message The phones in Building x are down Phone Directory information is inaccurate I need Internet access I need my MS Office suite updated I want new software installed in a lab Our office is moving The laser disk player won t work I have a new person working in the office I need Getting errors when trying to plot Select Problem Type Accounts/New Training Telephone Services Printers Accounts/New Scanner AV Equipment Core Administrative Systems Telephone Service Report Creation Report Creation Telephone Service Telephone service Network Connectivity Tech Support Equipment moving AV Equipment Accounts/New Printers

9 Copier is streaking My computer is running slow I got the blue screen of death on my office computer. I got the blue screen of death on the classroom computer. Call copier service company (number can be found on front of copier unit) Tech Support

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