Location: Bowdoin / IT / HelpDesk

Information Technology

Help 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 Help Desk!

Bowdoin's I.T. Help Desk offers a single line of support and for all Bowdoin faculty and staff via phone and onsite support.  We can help you with your computer, software, printing, telephone, cable TV and Internet/wireless needs on campus. The IT Help Desk is a member of the Help Desk Institute (HDI) and our goal is to have all specialists HDI certified. 

Talk with a Help Desk Specialist online with LiveChat! 

Services

Software and Hardware
Software Installs
Testing of new software
Campus-wide/Departmental software upgrades.
Troubleshooting software and hardware issues
Computer repair, maintenance, and clean-up
Software and hardware consulting
 
Network and Internet
Wireless configuration
Network File Services
Network Connectivity
Virtual Private Network (VPN)


Email & calendar
Email Client setup and configuration (Entourage, MacMail, Outlook, Thunderbird)
Changing or resetting email passwords
Changing or resetting campus mailing list passwords
Creating shared department calendars
 
Anti Virus & Spyware
Virus removal
Spyware removal
Troubleshooting Anti-Virus software issues
 
Printing
Setting up Network Printers on computers
Laser Printer repair and maintenance
Printer configuration (trays, duplexing etc.)
Public Printers (Pharos)
 
Other
Smartphones (iPhone, Windows Mobile devives)
Computer Allocation Process (CAP)
Remote Assistance
Imaging new computers with standard Bowdoin software.

Contact Us

We offer 4 different ways to contact us:
Submit a help ticket online 24 hours a day!
Call us at 725-3030
Email us at helpdesk@bowdoin.edu 

Hours and Location

We are located on the second floor of Coles Tower.

We are open Monday-Friday,

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

otherwise 8:30am - 5:00pm 

Teaching Emergencies

The Help Desk has a Teaching Emergency Hotline dedicated to faculty and staff and their use of technology in classrooms and labs.

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

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

Our goal is to have a Help Desk 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 students with computing technology.

We offer 4 different ways to contact us:

  • Submit a help ticket online 24 hours a day!
  • Call us at 721-5050
  • 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 Help Desk office.

When school is in session, we are open

  • Mon - Fri, 9 am to 10 pm
  • Sat & Sun, Noon - 4:00pm

Services provided:

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

Other

  • Telephone issues
  • Cable issues
Walk-In Services:
  • File Recovery

Help After Hours

24 x 7 "How To" software support.

The Help Desk is now offering 24 x 7 expert "How to" software support including Microsoft, Apple and Adobe applications and Smartphone support (Windows Mobile and iPhone).

Questions about how to format a Word document or add sound to your Power Point Presentation? You can reach this service by calling the Help 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 20 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 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
  • many Bowdoin computers won't allow people to log-in

Unless your problem falls into the categories above, please contact the Help 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.)

People

Manager of Desktop Services
 2nd Floor Coles Tower

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)