IT Staffing Changes During COVID-19

Information Technology Services is following recommended COVID-19 mitigation guidelines to protect the health and safety of the campus community. This includes having most staff work remotely from home and having minimal staff on campus. Many of the services delivered by IT can be handled remotely, but some services could be delayed/postponed (if they require in-person support). 

In-Person Support Temporarily Suspended

Services that require in-person support will be suspended until further notice. The IT Help Desk will be closed for in-person help and our desktop team will be unable to visit offices to perform hardware/software repairs. Problems requiring a site visit will be postponed until normal campus activities resume.

Phone Support Available, but with Reduced On Campus Staff

The IT Help Desk will continue to maintain a skeleton crew of staff and student assistants on campus to answer calls and perform remote troubleshooting/support between the hours of 8:30AM-5:00PM. If a problem can't be resolved over the phone, customers will need to wait until normal campus activities resume to have their problem addressed.

Open a Support Ticket for Fastest Level of Service

We strongly encourage faculty, staff and students to open support tickets to report issues or request services (especially if you're having trouble reaching the IT Help Desk by phone). In most cases, this will be the fastest way to have your issue addressed. Our staff are constantly monitoring incoming tickets and generally respond within an hour or two.

► Find Blackboard articles / Open a Blackboard ticket

► Find Blackboard Collaborate articles / View troubleshooting tips / Open a Blackboard Collaborate ticket

► Request Remote Desktop Access / Watch the orientation video / Configure RD on your home PC or Mac

► Report a Hardware Issue or Software Issue

► Report a Login/Password Issue

► Ask a general question related to campus technology

Equipment Pickups Must be Scheduled

Buildings on campus are now locked to the public and only accessible by authorized personnel. If you've requested equipment to use at home during the COVID-19 crisis, and you've been notified that your equipment is ready, you must work with the IT Help Desk to schedule a pick-up time (Monday through Friday between 8:30AM-5:00PM).  

We Appreciate Your Continued Patience

We will do our best to ensure continued service to the campus community, but please be aware that there will be service delays and problems requiring a site visit will be postponed until normal campus activities resume. We appreciate your patience during this difficult time.

Details

Article ID: 104370
Created
Mon 4/6/20 9:56 AM
Modified
Fri 4/10/20 4:01 PM