Helpdesk Services

Administrative Computing provides Help Desk services and support to the administrative staff and faculty members of the College. Services include maintenance and troubleshooting of telephones, as well as computers, monitors and printers that are connected to the Administrative Network. Support is provided for software included in the Standard Load of applications pre-installed on all computers. Such applications include the GroupWise electronic mail and calendaring system, the Microsoft Office suite of products, and the SungardSCT Banner administrative applications. (See Standard Load under Valuable Resources, below, for complete listing)

The goal of the Help Desk is to provide highly reliable and effective resolutions to administrative staff requests for support and service in a timely and efficient manner.

Contacting the Help Desk

Help Desk services are available Monday through Friday during the College’s normal office hours of 8:30AM to 6:00 PM. The Help Desk can be contacted at any time, either by phone at extension 2775 (610-325-2775), or by email (in the GroupWise email system, just type in “Helpdesk” in the “To:” field.

When requesting Help Desk assistance, please include the following:

1. Your name, department, office number & phone extension, and time you can be reached.

2. SOMA number (barcode) on the piece of equipment in question. (This is a sticker that can usually be found on the front of the piece with “SOMA Equipment ID ” printed in red ink. Supplying this number helps expedite your request by identifying the manufacturer, model and features of the equipment.)

3. Detailed explanation of the request or problem. Include any error messages, text or numbers, which appeared on your screen. Also include a complete description of symptoms experienced at the time of the encountered problem. If possible, please describe the circumstances that led up to the discovery of the problem. Providing as much information as possible should aid in efficiently resolving the issue.

Serving Your Needs

You should expect an acknowledgement of your request within one business day. Repair of computing equipment involving shipment of replacement parts can stretch to 48 hours. Repair of printing equipment takes between 24 and 72 hours. If the amount of time required to resolve your issue creates a highly disruptive business operation in your area, you can escalate the issue to the Project Manager for Networking and Telecommunications at extension 5213.

Valuable Resources

• For helpful information regarding the GroupWise email and calendaring system, please refer to the following link: http://learn.dccc.edu/~lori/tutorials/gwise
• In the event that College business requires you to use software other than that already installed on your computer, please contact your supervisor or dean for initiating the proper procedure for either software or hardware installations. The form, “Request for Non-Standard Administrative Software”, can be printed by going to Windows Explorer and locating either the Staff or Faculty form from within the following folder:

  S:\GLOBAL\ADMINISTRATIVE_COMPUTING\FORMS\

  • Administrative Staff Standard Load includes: MS Office Suite, GroupWise email & calendaring system, Windows Media Player, Adobe Reader, WinZip, Internet Explorer, eTrust Antivirus, Banner6, and Test100.
  • Faculty Standard Load includes: Same as Administrative Staff Standard Load PLUS Adobe Writer, Real Player, and Quick Time.

• Maintaining the integrity of a secure network at the College is of the highest importance to all staff. For the ten critical guidelines, please review Maintaining Network and Personal On-Line Security at DCCC.