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The ITS Help Desk in the Computer Building

The ITS Help Desk in the Computer Building. About the Help Desk . Located in 215 Computer Building (across from McCoy Natatorium). Hours are: 9 a.m. – 5 p.m. Monday – Friday. Staff includes: John Carnicella – Manager Deb Metzel – Sr. Support & Training Analyst 7 Graduate students.

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The ITS Help Desk in the Computer Building

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  1. The ITS Help Desk in the Computer Building

  2. About the Help Desk • Located in 215 Computer Building (across from McCoy Natatorium). • Hours are: 9 a.m. – 5 p.m. Monday – Friday. • Staff includes: • John Carnicella – Manager • Deb Metzel – Sr. Support & Training Analyst • 7 Graduate students. • Consulting & Support Services full time staff also provide consulting support as needed. • Provide consulting via email, phone and walk-in.

  3. What do we support? • Penn State Access Accounts • ANGEL • Access client software – PAC-ITS • Email software • File Transfer Protocols • Web Publishing • Corporate Time • Ask PSU and Site Index Services • UNIX • Statistical packages

  4. What do we support? • Microcomputer software • Programming languages • Desktop Video Conferencing • Visualization and graphics • Thesis formatting • Spreadsheets • Freeware and shareware • Text Scanning • Numerically intensive computing

  5. Other services we provide: • We respond to email sent to helpdesk@psu.edu • Email sent to helpdesk@psu.edu is only seen by consultants at the Computer Building Help Desk. • This email id is NOT a listserv. Consultants and staff must log in to this system. • Our goal is to respond to email inquiries within 24 hours during normal hours of operation; most messages receive a response the same day. • This system has a knowledge base that is utilized in answering inquiries.

  6. Other services we provide: • A Penn State Access Account signature station is available for password resets. • Users must bring their Penn State ID card with them for use at the signature station. • We assist in responding to email sent to webmaster@psu.edu

  7. Common Problems: • WebMail • Spam • Viruses • Access problems • Needing assistance accessing Penn State computer resources from off campus.

  8. When requesting assistance… • We need the following information in order to efficiently assist a user: • Penn State Access Account User id • Kind of computer (MAC or Windows) • Operating system (OS X, Windows XP, etc.) • If off-campus, method of connection (dialup, DSL, etc.) • Name of the software program that is malfunctioning • Complete text of the error message • When calling for help, the user needs to be on a phone at the machine that is having the problem.

  9. What resources are available? • Check out the ITS Help Desk Web site at http://helpdesk.psu.edu • Pages include information and FAQs on multiple topics. • Information is kept up to date and includes an Announcement/News Flash section. • FAQs are added and/or updated using information from multiple sources including entries from the Help Desk email system knowledge base. • Latest additions are Help Sources, WebMail Best Practices, Tips on Getting Started and Napster pages. • This site is not restricted – it can be viewed by anyone. • Suggestions for additions can be sent to helpdesk@psu.edu for consideration.

  10. Additional resources: • ITS Web site at http://its.psu.edu • Consulting & Support Services Web site at http://css.its.psu.edu • The Consulting Services Web site at http://css.its.psu.edu/consulting/ • Computer News and Alerts Web site at http://css.its.psu.edu/news/ • Your Guide to Information Technology @ Penn State – a printed publication that is available at both Help Desks and online at http://css.its.psu.edu/internet/

  11. What’s on the horizon? • Additional pages are being planned for the Help Desk Web site. • Monthly training sessions for Help Desk staff. • Help Desk staff will be participating in “the ITS Event” to be held on March 16, 2004 in Alumni Hall in the HUB.

  12. Questions?

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