IT Help Desk

• Help Desk Staff

General Information:

The Help Desk is responsible for installation, maintenance and problem solving for the nearly 1000 faculty and staff computers, and their peripherals, located on the main campus of LCC. The Help Desk phone line, Ext. 4444, is answered primarily by Patricia Seagrove, Help Desk Coordinator, along with help from the Information Technology Technicians. Any problems that cannot be immediately solved on the phone are assigned to an IT Technician. The field response is handled by three full-time IT Technicians from Computer Services and one shared technician from Electronic Services. The Help Desk receives nearly 500 phone calls per month and issues more than 50 work orders per week.

Which hardware and software items are supported by the Help Desk is directly linked to the standards developed by the Computer Support Standards Committee. For a complete listing of the current standards, see the Computer Support Standards page at http://www.lanecc.edu/cops/compstds.htm. Items not specifically listed on this page will be handled on a best-effort basis by the Help Desk, as time allows.

Some examples of services provided by the staff of the Computer Services Help Desk:

• Technical support for standard suite of network clients, operating systems, and application software
• Installation and setup of new PC workstations, software, printers, and scanners
• Setup of GroupWise and Novell user accounts
• Problem diagnosis/resolution with mainframe/network connectivity
• Network port activation (port "heating")
• Routing and process initialization for setup of HP3000 and Banner user accounts
• Training in the use of applications and operating systems
• Assessment of the current level of technology at user or department level, with recommendations for upgrade or replacement
• Routing of calls to appropriate "second tier" staff (Programmers, Network Team, etc.)