Answers+from+the+Office+of+Information+Technology

= Getting Help From Tech Connection and OIT  =

**Help Desk Hours** **(August 21 – December 22)** Tech Connection will be closed on days when Stevenson University is closed (holidays, inclement weather, etc.).

**Monday through Thursday:** 8 a.m. to 9 p.m. **Friday:** 8 a.m. to 5 p.m.  **Saturday:** 9 a.m. to 2 p.m.  **Sunday:** Closed

**How to Get Help - Three Ways**
 * 1) Submit a ticket to Tech Connection any time, any day at ** [|https://helpdesk.stevenson.edu] ** These issues are __automatically__ prioritized and routed to on-call technical staff.
 * 2) Call Tech Connection **443-334-3000** (**x 3000** on campus) or toll free at **1-866-344-8190** during our office hours and a student worker will attempt to help resolve your issue or take your information over the phone and enter the ticket for you.
 * 3) E-mail a ticket to helpdesk@stevenson.edu . These tickets get queued and but only processed during normal work hours.

**How to Report the IT Issue** Want a quick response? Be sure to include sufficient details in your issue/ticket submission.

Here’s what we need to know:
 * 1) What is wrong?
 * 2) When did the problem start happening, i.e., yesterday, this morning, last week?
 * 3) Where are you at Stevenson, i.e., office or department?
 * 4) Are you now off-campus? On-campus?
 * 5) How and when can we reach you to discuss the problem?

**Why We Ask So Many Questions** If we get correct and accurate information, the issue gets routed to the correct technician. OIT staff are on call 365-days-a-year and 24-hours-a-day. Critical issues or widespread issues will automatically escalate and alert the OIT staff member and manager by e-mail, phone or text message.

It is important that the person experiencing the problem report the problem. A third party in the middle only adds delays and confusion. If multiple people experience a problem, each person should report the problem using the ticketing system.

**When Will You Get A Response?**
 * Issues affecting the entire campus; critical services for health and safety; or a widespread outage of Blackboard, e-mail, telephone or WebXpress will be assigned to a technician **immediately** any time, any day. OIT management is also immediately notified. Technicians will continue to work on the issue until it is resolved.
 * Issues affecting classroom technology are treated with **high priority and moved to the front of the technician's queue**. Access to the classroom is often necessary for resolution.
 * Issues affecting less critical services or small groups are assigned to a technician immediately and will be **investigated as soon as possible**.
 * Issues affecting individuals or non-critical services will be queued and assigned for response during **normal work hours after high priority and critical issues.**
 * Follow-up, actions taken, technician assigned as well as all questions and answers are archived in the ticket and available for your review at any time.

**Did You Know:** 99 percent of all issues receive attention with two business hours.

**//Dissatisfied with our service?//** Contact Ray Cardillo, Helpdesk Manager on 443-334-2935, Tom Allen, CIO, on 443-334-2955.