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Help Desk Support

Response Time

The Help Desk attempts to answer problem calls (anything which prevents basic operation of the computer, e.g., a bad monitor, computer virus, etc.) within 48 hours. We attempt to solve project tickets (e.g., installing new software, creating new accounts, etc.) within two weeks.

Answering Phones and Voicemail

During regular working hours, the Help Desk tries to answer all voicemail within two hours of your call.

New Accounts

Accounts are created automatically once per day in the early morning based off information in Banner.  For new faculty, accounts are created immediately so that they can interact with PROWL and other resources to prepare for class.  For non-faculty staff members, accounts are created once their status is set to active (usually their first day of work).  

Once we receive notification that an account has been created, we send the information to that person's supervisor or staff assistant.  Examples:

  • An employee is hired and set to active status on 7/2/12.  The account will be automatically created on the morning of 7/3/12.
  • A new faculty member is hired and scheduled to begin teaching in Block 1.  She is entered into Banner on 7/2/12.  Her account will be automatically created on the morning of 7/3/12.

Sending FLASH Messages or Releasing the Digest Early

FLASH messages can be sent to the faculty, staff, admin and student lists at any time. These messages are sent out only for SECURITY reasons or to detail OUTAGES (computers, phones, water spouts, etc.) They are of immediate importance and should be read carefully by all. Please contact the help desk (6449) or head of security to send a flash message.

Smart Phones / Mobile Devices and Support Limits

At present, the Help Desk only works on College-owned equipment and College-licensed (or purchased) software. That means that personally-owned peripherals (iPhones, etc.) are not supported by the Help Desk. As always, we’ll do what we can to help, but our assistance will be limited. 

Fixing Personally-Owned Computers

While we do try to help home and student users connect to the Colorado College network, we do not fix personally-owned computers, even if they are used for college work. If, however, you need help at home or in your dorm with dialing in, connecting to ResNet or installing college-licensed software, feel free to call the Help Desk (389-6449), and we’ll do what we can over the phone. (We will visit student dorm rooms, if necessary.) Finally, if your personal computer requires further work, we have a list of students and associates to whom we can refer you who perform contracted (i.e., you need to pay them!) work on personal machines.

Changing Passwords

Except under unusual circumstances, the Help Desk will not change passwords over the phone. Please come into Tutt Library 13 with your CC ID to have us help you change your password.

Please Call the Help Desk First!

If you have problems with or questions about your computer, please call or email the Help Desk (x6449), rather than any individual ITS staff member. The Help Desk centralizes our response system so we can diagnose larger scale problems quickly. Additionally, by calling the Help Desk number, you’ll help us avoid duplicating someone else’s work. Thank you!

Access to Personal Files (the H: Drive)

If a department needs access to a former employee’s files (specifically his/her H: drive), the Help Desk requires an email message from that employee’s supervisor confirming the request before we can make that data available. Correspondingly, we will not access another user’s H: drive without specific permission from that user or the user’s supervisor.

Using Remote Control

The Help Desk will only use remote control tools with your permission. Our remote control software asks whether you will allow one of us to remote control your computer, and, if you select “No” or don’t answer, we will not be able to access your system.