IT Service Desk
Hours of operation:
IT Service Desk located in 103 Stillman Hall
Mon-Thur 8:00am - 9:30pm
Friday 8:00am - 4:30pm
Mon-Fri 8:00am - 4:00pm (Summer, Winterim, and when classes are not in session.)
Sun 2:30pm - 9:00pm
IT Service Desk Extension in the Lougheed Learning Commons:
Sun - Thurs 6:00pm - 9:00pm
Closed on legal holidays unless classes are in session.
Mission Statement: "The mission of the Information Technology Service Desk (ITSD) is to provide a single, helpful, primary point of contact for technology support to the faculty, staff, students and guests of the SUNY Potsdam campus community. The ITSD strives to deliver prompt and professional communications with campus community members to aid in problem resolution and support the SUNY Potsdam Mission."
Support: The IT Service Desk provides direct support for all Faculty and Staff computing, printers, and peripherals on campus as well as account support services.
The IT Service Desk will, to the best of their ability, provide support for students in the following areas:
- Password resets.
- Moodle - uploading/downloading documents & assignments.
- Printing & formatting issues.
- Connecting to campus wifi.
- Connecting to Microsoft Teams.
- Connecting to Zoom.
CTS Point of Contact: The IT Service Desk is the point of contact for all other divisions of CTS (AIS, HNS, DMS, NIM, and TelCom). Please be advised that IT Service Desk staff do not always 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 appropriate 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 every effort is made to get you up, running, on your way, however 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: IT Service Desk 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 CCI 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.