IT Help

IT Help
Student Help Desk

  1. Purpose/Background:
    • In addition to its support of students, The IT Student Help Desk is offering phone support and carry-in service for faculty and staff beginning 4/1/04.
    • This agreement covers the level of after hours service provided to faculty and staff at Bowdoin College for Bowdoin College owned computers.
  2. Hours and Level of Support:
    • During the academic year, after hours support will be offered via the IT Student Help Desk with limited support from IT staff members.
    • IT Student Help Desk staff members do not have administrative access to systems and cannot reset passwords or do other account maintenance, but they can assist with many computer problems and questions.
    • Problems that cannot be resolved will be referred to the faculty-staff Help Desk for resolution during normal business hours Monday through Friday, 8:30am - 5:00pm.
    • For after hours support, faculty and staff should call 725-3030 and press "1" to be transferred to the IT Student Help Desk.

    After hours support is available during the academic year:
    5:00 PM to 8:00 PM, Monday to Thursday.
    Noon to 4:00 PM, Saturday and Sunday.
    Not available on Fridays.

  3. Telephone and Carry-in Includes Software and Hardware Support:
    • Troubleshoot basic software questions and enter work orders to the faculty-staff Help Desk that require further assistance.
    • The IT Help Desk will support the following software:
      • Microsoft Office 2000 � 2003
      • Webmail
      • Netscape 7 email and Browser
      • Macintosh OS X operating system.
      • Windows XP
      • Standard software installs.
      • Sophos Anti-Virus
      • Operating System Updates.
    • Troubleshoot basic questions and enter work-orders to the faculty-staff Help Desk that require further assistance.
    • Scan computers, floppy and zip disks that may have viruses.
    • Attempt data recovery on floppy and zip disks that have been corrupted.
    • Connect computers to the network so that anti-virus software can be updated.
    • Set up computers to print to campus Network Printers.
    • Check-in computers with hardware problems for the faculty-staff Help Desk to look at during normal business hours.
    • Check-out emergency loaner equipment including:
      • 1 PC Laptop
      • 1 Macintosh Laptop
      • 1 data-projector
      • 1 data screen