CTS Helpdesk

Contact: email helpdesk@potsdam.edu or call (315) 267-2083, x2083 on campus.

Hours of Operation:
Mon-Fri 8:00am - 4:30pm
Mon-Fri 8:00am - 4:00pm (Summer)
Closed on legal holidays unless classes are in session.

Support: The CTS Helpdesk provides direct support for all Faculty and Staff desktops, printers, and peripherals on campus as well as account support services.

CTS Point of Contact: The CTS Helpdesk is the point of contact for all other divisions of CTS (AIS, HNS, Labs, and NIM). Please be advised that Helpdesk staff do not perform the actual work of these units, as such we are unable to give time estimates for work done by these areas. Issues for these groups will be placed in Request Tracker and assigned to the appropiate group. We are happy to escalate any time-critical issues to the area supervisor for these units for you, however.

Walk-ins: For complex technical issues the Helpdesk is not a "walk-in and cater-to" service. While every effort is made to get you up, running, and on your way, depending on work load/call volume you may be asked to leave your computer with us, or a ticket will be put into our tracking system and an appointment made with you for service. We thank you in advance for your patience.

Application Support: Helpdesk staff are not "Application Specialists." We are here to make sure that your software is installed properly and functioning. While we attempt to assist in basic usage questions, please be aware we have neither the staff nor the resources to be experts on the hundreds of applications that are used across campus. Faculty/Staff needing application training should see if the ITC has support for the application you are using or you should seek professional training classes externally. Students should visit one of the many student support services for help or request more specific instruction from the Professor requiring the use of the software with which they need assistance.

Staff

Don Burgoyne, Technology Support Professional, x2975, email: burgoydg@potsdam.edu
Steve Major, Technology Support Professional, x3324, email: majorsl@potsdam.edu

Extended Support Hours (during Fall and Spring semesters only)

CTS has an "Extended Support Hours" program that provides limited CTS Helpdesk services to students, faculty, and staff when classes are in session after normal business hours.

Hours of Extended Support

Mon-Thurs: 4:30pm - 9:00pm
Fri: 4:30pm - 6:00pm
Sat: 10:30am - 6:00pm

How does it work?

CTS student employees at the Levitt center will be providing help desk support during these times. The Helpdesk phone (267-2083) will be forwarded to the Levitt Center. Students will log the calls in the Request Tracker (RT) system. Calls that can not be immediately resolved will be routed to the appropriate staff on the next business day.

Student Training

We will train Levitt Center student employees by rotating them through the Helpdesk and have them working with Helpdesk staff.

Scope of Services

Generally speaking, after-hours support will be focused on students, faculty, and staff issues related to desktop hardware, software, and end-user equipment located in classrooms, labs, or libraries. We will be able to:

  • Provide general information about known problems 
  • Answer general questions pertaining to desktop user applications 
  • Reset students' password (providing faculty and staff password reset capability to students is not advised) 
  • Address basic computer lab and classroom printing issues 
  • Address Helios quota problems 
  • Investigate podium PC and Mac hardware problems. Students will have access to one spare of each if needed. 
  • Provide operational assistance with classroom audio/visual equipment (changing projector bulbs and other failed components is not in the scope of this program).
  • Provide alternative classroom recommendations in case of technology equipment failure 

Services Out Of Scope

Professional CTS employees are not scheduled to work during these hours. Therefore, CTS support will be limited as student employees do not have access to support computing infrastructure, applications, phone, and voicemail services.