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The ITS Help Desk in the Computer Building

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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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about the help desk
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.
what do we support
What do we support?
  • Penn State Access Accounts
  • Access client software – PAC-ITS
  • Email software
  • File Transfer Protocols
  • Web Publishing
  • Corporate Time
  • Ask PSU and Site Index Services
  • UNIX
  • Statistical packages
what do we support4
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
other services we provide
Other services we provide:
  • We respond to email sent to
      • Email sent to 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.
other services we provide6
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
common problems
Common Problems:
  • WebMail
  • Spam
  • Viruses
  • Access problems
  • Needing assistance accessing Penn State computer resources from off campus.
when requesting assistance
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.
what resources are available
What resources are available?
  • Check out the ITS Help Desk Web site at
      • 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 for consideration.
additional resources
Additional resources:
  • ITS Web site at
  • Consulting & Support Services Web site at
  • The Consulting Services Web site at
  • Computer News and Alerts Web site at
  • Your Guide to Information Technology @ Penn State – a printed publication that is available at both Help Desks and online at
what s on the horizon
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.