The ITS Help Desk installs equipment and provides technical support for hardware, software, networks and cabling throughout the college. We answer questions on a wide spectrum of topics, ranging from mainframe issues to desktop computers, IBM and Apple Macintosh compatibles; on-campus local-area-networks (LANs), the Internet, etc. The Help Desk will help users to resolve computing problems. When appropriate, the Help Desk also serves as a liaison to other organizations or campus resources, including CUNY Computing, BC Network Management, and BC SIMS.
| CONTACT | ITS Help Desk 718 951 HELP helpdesk@brooklyn.cuny.edu |
REPORTING A PROBLEM WITH YOUR COMPUTER
1. Report the problem and REMEMBER TO PROVIDE A COMPLETE PHONE NUMBER AT WHICH YOU CAN BE REACHED. You will be assigned a case number. Please refer to this number when communicating with the Help Desk about the problem. If you called in the problem, be sure to get the name of the Help Desk Coordinator with whom you spoke.
Be as specific as possible, because it is critical that we have an accurate description of the problem. For example, if your screen shows an error message, print it or write the message exactly as it is displayed. Or, for example, if you have a problem that occurs intermittently, describe the problem and try to note how often it occurs. If you can, describe what you were doing on the PC just before the problem occurred.
2. If you are not going to be available, please assign someone to meet the technician.
3. When the technician arrives, ave your password, office keys, etc. accessible. Get the name of the technician.
| NOTE | Every work request must be called in and logged by our Help Desk Coordinators so that technicians can be dispatched with “call slips” for specific service calls. Please do not interrupt a technician who is working on a computer to ask if your computer can be looked at “next”. Our techs are on a very tight schedule and while occasionally they may be able to take a quick look at a computer not on their schedule, they are usually on the run to their next appointment. |
| CONTACT | ITS Help Desk 718 951 6180 netgroup@brooklyn.cuny.edu |
GETTING NETWORK SUPPORT
Network Support assists you with issues regarding the network and the Internet. Incoming e-mail address is monitored daily by the Network Support Group. Please send e-mail to Network Support if you need to inquire about, request assistance with or report problems regarding Large Area Networks (LAN) IDs, e-mail, File Transfer Protocol (FTP) and the Internet and Internet-related tools.
1. Via phone or e-mail, provide a detailed description of your request or problem, A COMPLETE PHONE NUMBER AT WHICH YOU CAN BE REACHED, and the best time to reach you.
| CONTACT | ITS Web Support Services 718 951 5861: Ask for the WebGroup webgroup@brooklyn.cuny.edu |
GETTING WEB SUPPORT
The Web Support Group assists users with issues regarding File Transfer Protocol (FTP) accounts and the main BC web site, and incoming e-mail is monitored daily. Please send e-mail to Web Support if you need to inquire about, request assistance with or report problems regarding FTP and content modifications or suggestions for the main BC web site.
1. Via phone or e-mail, provide a detailed description of your request or problem, A COMPLETE PHONE NUMBER AT WHICH YOU CAN BE REACHED, and the best time to reach you.
To meet the needs of students, faculty and staff who use BC’s expanding online services, ITS provides increased support and problem reporting.
For all problems being reported off hours, including emergencies, always call the Network Support office number (718 951 4501) first. Leave a detailed description of the problem you are reporting, so we have a record of the call, plus your phone complete number. If you have an emergency, follow up that call by contacting the appropriate cell phone number. Remember that in all cases, the staff member covering the shift may be elsewhere on campus, so it is essential that you provide a complete phone number (not just an extension).
| NOTE | The problem-reporting lines have voice mail and should be used to report
problems even during hours when no support staff is scheduled. |
FOR DESKTOP PROBLEMS
| CONTACT | ITS HelpDesk 718 951 4357 Monday through Friday 8am – 6pm |
FOR PROBLEMS REGARDING
| CONTACT | ITS Network Support 718 677-6180 Monday through Friday 9am – 5pm |
FOR OFF HOURS NETWORK SUPPORT
| CONTACT | 718-951-4501 Monday through Friday 8am – 9am and 5pm – 9pm Saturday and Sunday 9am – 5pm |
NETWORK SUPPORT EMERGENCY NUMBERS
| CONTACT | 917-363-4274 (Cell) 8am – 9am 917-763-5781 (Cell) 5pm – 9pm |
OPSCAN JOBS
Request a seal-able, tamper-proof envelope for your job:
ITS Atrium Lab
1306 Plaza
718 951 5787
Monday – Thursday 8am – 10:45pm
Friday – Sunday 9am – 4:45pm
You are responsible for the general maintenance and cleanliness of your computer. You are also expected to procure supplies. The college has an “equipment replacement” program, and every faculty member will be kept informed of the replacement cycle, the basic configuration that will be supplied, and how equiopment customization can be requested.