Help desk: The ideal way to request tech support is by submitting a ticket, as it goes to all techs in OCSU. That can get the most eyes possible on the issue and ensure you are not waiting for a response from a specific tech who is otherwise occupied. It also lets all techs keep track of all work on the issue in a single place.

Help desk address to fill out tickets: http://helpdesk.ocsu.org/portal(you need your server username and password to access the help desk)

Submit tickets via email at: ithelpdesk@ocsu.org

Resources:

Self Service OCSU Staff ticket directions

Video tutorial

Techs:

Techs monitoring and responding to tickets are: Nathan Lussier, Bob DeRoehn, Nick Helms, Tony Schneider, Spencer Mitchell, Jeff Coburn

Suggestions for filling out tickets:

• Details matter! If you put "it isn't working", we're going to need to know what isn't working, how it is not working, etc.

• Explain what you have already tried. That will help us narrow down next steps. Some common troubleshooting you can try on your end:

  • • • • restart the computer

        • try a different browser

• The subject line is import. If you put "help!" for the subject, the only thing that tells us is that you are potentially freaking out. Consider instead "site initials - description of help needed". Examples: "BCS - student Google password resets"; "BAGS - info on MobyMax access"; "LRUHS - laptop audio issue in Hangouts"; etc.

• While working remotely, consider adding your phone number to the ticket. That way we can call you if needed. We may also use some remote tools to work on issues or request a video conference call.

• For student requests: we're asking student requests go through a staff member just for oversight and accountability. Note that we will not contact students at home unless we know the guardians are aware of, approve, and will monitor the conversation on their end.