College Technical Services

REQUESTING TECHNICAL SUPPORT

• EMAIL: servicedesk@rtc.edu, Sending a detail description of your request automatically creates a work order ticket and is CTS' best and preferred support path.

• Phone: (425) 235-2500

RESPONSE TIMES

CTS Service Desk responds to inquiries in the order which they are received. During critical processing times for students and employees, priority will be given to emails and phone calls related to deadlines. As a general rule, the response times listed below will be followed, although most responses are provided more quickly.

Email or Voicemail receive the same level of service: within 1 business day (this does not mean your problem will be solved within 1 day)

Emergencies: handled ASAP. A request is considered an emergency when someone is prevented from doing their job/function (without a workaround), or instruction or revenue generating services are impacted.

Examples of issues your CTS can resolve

• Login issues on computers, HP system, Canvas, and other college applications

• Suspicious emails &/or phone calls

• Issues with printers, copiers, scanners, projectors, microphones, and docu-cameras

• Order printer toner cartridges

• Email & calendaring issues

• Issues with phones, access to voicemail, setup for videoconferences (Zoom), & college-issued mobile devices

• Software installation and troubleshooting

• Hardware installation and troubleshooting

• Accessing files on network drives

• Network connectivity issues, including wireless networks

• Technology-related purchases (anything technology-related must be ordered through CTS)

• Web hosting, design, and development