Location: Bowdoin / IT / HelpDesk

Information and Technology

Service Desk


Get Help

Submit Help Ticket 24/7

Live Chat

Faculty/Staff
x3030 or 207-725-3030
Students
x5050 or 207-721-5050

Welcome to the IT Solution Center Service Desk!

Bowdoin's IT Service Desk offers a single line of service and support and for all Bowdoin faculty and staff via telephone, remote support and onsite support.  We can help you with your computer, software, printing, telephone, cable TV and Internet/wireless needs on campus. The Service Desk is a member of the Help Desk Institute (HDI) and every one of our Technology Support Specialists is HDI certified. 

Talk with a Technology Support Specialist online with LiveChat.

Remote support now also available for students using LiveChat!

Services

Software and Hardware Services
Software Installation
Software Testing
Campus-wide/Departmental Software Spgrades
Computer Repair, Maintenance, and Clean-up
Computer Installation and Configuration
Software and Hardware Consulting
 
Network and Internet Services
Wireless configuration
Network File Services
IceBox
Network Connectivity
Virtual Private Network (VPN)
 
Email & Calendar Services
Email Client setup and configuration (Apple Mail, Outlook)
Distribution Group Creation
Distribution Group Management
Creating shared department calendars
Working with and management of calendars and email
Email and calendar best practices
 
Account Services
Reset Passwords
Name Changes
 
Anti-virus & Spyware
Virus removal
Spyware removal
Troubleshooting Anti-Virus software issues
 
Printing
Setting up Network Printers
Printer configuration (trays, duplexing etc.)
Installing and Configuring Printer Software
Mobile Printing Through PolarPrint
Installing and Troubleshooting PolarPrint Public Printers
 
Miscellaneous Services
Mobile Devices: iPhone, iPad, iPod Touch
Computer Allocation Process (CAP)
Remote Assistance
Project assistance and consulting

Contact Us

There are a number of ways you can contact us:
Submit a service ticket online 24 hours a day!
Call us at 725-3030 or x3030 on campus
Email us at helpdesk@bowdoin.edu 
Chat with us live using LiveChat or via Microsoft Lync

Hours and Location

Location:

Second Floor of Coles Tower

Hours:

Monday-Friday, 8:00am -5:00pm (When classes are session)

Otherwise Monday - Friday, 8:30am - 5:00pm 

Teaching Emergencies

The Serivce Desk has a Teaching Emergency Hotline dedicated to faculty or staff and their use of technology in classrooms and labs during their class time.

The Teaching Emergency Hotline can be reached by calling 3030 and pressing "2" at anytime.

During business hours, a Technology Support Specialist is always present and will pick up the call.

Our goal is to have a Technology Support Specialist or Audio Visual Specialist onsite within 7 minutes of answering your call.

IT Student Services (ITSS)

I.T. Student Services is a campus resource designed to help students resolve non-hardware related computer problems. ITSS is a service designed for, and operated by, students. Students provide quick answers to common questions and resolve student computing and networking problems. This is a free service staffed by students who are interested in helping their fellow classmates with computing technology.

There are a variety of ways to contact IT Student Services:

  • Submit a service ticket online 24 hours a day!
  • Call us at (207) 721-5050 or x5050 on campus
  • Email us at itss@bowdoin.edu
  • Talk with an ITSS staff person online with LiveChat! 

We are located on the second floor of Coles Tower, in the Service Desk office.

When school is in session, we are open

  • Mon - Thu, 9 am to 10 pm
  • Fri, 9 am - 5 pm
  • Sat & Sun, 12 pm - 4 pm

Services provided:

Software and Hardware
  • Operating System installation and configuration
  • Troubleshooting software issues
  • Computer maintenance and clean-up
  • Software consulting
  • File services assistance with IceBox
Email
  • Email Client setup and configuration
  • Changing or resetting email passwords
Anti Virus
  • Virus removal
  • Spyware removal
  • Troubleshooting Anti-Virus software issues

Miscellaneous

  • Chat and voice with Microsoft Lync
  • PolarPrint assistance
  • Developing documentation
  • Networking issues
  • Telephone issues
  • Cable issues
Walk-In Services:
  • File Recovery

Help After Hours

24 x 7 "How To" software support.

The Service Desk is offers 24 x 7 expert "How to" software support including Microsoft, Apple and Adobe applications and Mobile Device support (iPhone, iPad, iPod Touch).

Do you have questions about "how to format a Word document" or "add sound to your Power Point Presentation"? You can reach this service by calling the Service Desk at extension 3030 and choosing menu option "5."

IT Afterhours Pager

IT staff members carry an emergency pager for 1 week shifts throughout the year so that they can respond to after-hour calls from people reporting campus-wide IT emergencies. If your call is not answered by the person on call, please leave a message with your name, the telephone number at which you can be reached, and a descriptive summary of the issue (see questions below). The person carrying the pager will make every attempt to return your call within 30 minutes. Once (s)he answers your call, (s)he will try to identify the source of your problem and contact the appropriate IT staff person who can fix the issue.

Dial (207) 837-2921 to call the emergency pager.

What constitutes an IT Emergency?

Information Technology issues that:

  • impact the entire Bowdoin community or large sub-groups of people within
  • involve Bowdoin IT services (as opposed to information resources at remote web sites or servers)
  • affect many or all of the computers in your work area
  • prevent access to resources on Bowdoin's file servers that are integral to faculty and student work or college business (e.g., your department's "J:" drive)
  • prevent access to resources on Bowdoin web sites that are integral to faculty and student work or college business

Examples of emergencies:

  • a major Bowdoin web site (e.g., www.bowdoin.edu) is not accessible
  • the Bowdoin network is not accessible
  • Bowdoin's phone system isn't working
  • the microwave server is not accessible
  • Blackboard is not accessible
  • many users can't send or receive email with their Bowdoin email accounts
  • Financial Edge is not accessible
  • web based systems through which faculty, staff and students complete essential work or business are not accessible
  • multiple Bowdoin computers won't allow people to log-in

Unless your problem falls into the categories above, please contact the Service Desk. They will contact you during normal business hours (Monday through Friday 8:30a.m. to 5:00p.m.)

If your problem can not wait until normal business hours, please be prepared to answer the following questions when you call the emergency pager:

  • What time did your IT problem occur?
  • Did your problem occur on campus or off-campus?
  • What Bowdoin user-id were you using when you encountered the problem?
  • What application/tool are you using?
  • If you are using a computer, is it your home computer or is it a Bowdoin computer?
  • Have you had the same results on more than 1 computer?
  • What step were you at when you encountered the problem?
  • What error message did you receive? (You should leave any error message on your screen so you can read it to the IT person taking your call.)

Staff

Jason Pelletier
Director of Client Services and Technology
jpellet2@bowdoin.edu | 207-798-4205 | 2nd Floor Coles Tower
Education and Certifications:
A.A.S Computer Technology
B.S. Information Technology

Help Desk Analyst, HDA Certified
Apple Certified Associate - Mac Integration
Apple Certified Macintosh Technician
Apple Certified Supprot Professional
Apple Certified Technical Coordinator
Apple Certified System Administrator
Altiris Certified System Administrator
VMware Certified Professional 5 - Data Center Virtualization

Brad Flood, Desktop Support Specialist
bflood@bowdoin.edu  | 207-798-4210 | 2nd Floor Coles Tower
Certifications: 
A+ Technician Certification

Jonathan Farr-Weinfeld, Desktop Support Specialist
jfarr@bowdoin.edu  | 207-798-4203 | 2nd Floor Coles Tower
Certifications:
Help Desk Analyst, HDA,
MCTS: Windows 7 - Configuration

Sherry Saxida, Desktop Support Specialist, Manager of the I.T. Student Services
ssaxida@bowdoin.edu  | 207-725-3366 | 2nd Floor Coles Tower
Certifications:
A+ Technician Certification
Help Desk Analyst, HDA certified
Apple Certified Professional (ACP)(ACMT)
MCTS: Windows 7 - Configuration

William York, Desktop Support Specialist
wyork@bowdoin.edu | 207-725-3939 | 2nd Floor Coles Tower
Certifications:
Help Desk Analyst, HDA certified
Apple Certified Professional (ACP)