The Office of Information Technology (OIT) looks forward to the coming 2022/23 academic year. The following is informational for students, faculty and staff as OIT Help Desk is making adjustments designed to maintain the high-quality service our community depends on while adjusting to current staffing. We are excited to work more closely with our student employment teams and look forward to continued partnership with our Clarkson community.
OIT Help Desk: Contact and Hours of Operation
Here’s what’s new:
Introducing Tier II Support: Support requests from University administrative and business operations will now receive Tier II support response once initial troubleshooting is completed by our Help Desk (Tier I). This means that Tier II support will prioritize availability and tools to respond to requests for efficient response delivery across all locations. This reorganization of work permits Tier III support to specialize on resource intense academic related support requests. See below for summary of our three-tier support process:
Visitors welcome: As students return to the Collins Hill Potsdam campus for the start of the Fall 2022 term, so will student employees at the OIT Help Desk service center located on the second floor Education Resource Center (ERC). OIT’s dynamic team of student employees are primarily responsible for in-person support services at this location. They are a terrific source of knowledge and walk-up support for your most frequent questions. If unable to resolve during your initial visit, inquiries are directed to an OIT staff member via our RT ticket system.
This effort compliments OIT’s Tier I staff support efforts while creating valuable employment experiences for our students. OIT has a proud history of engaging students as several members of the current full time OIT staff were once student employees. This latest development continues the tradition while creating new opportunities to grow the student experience at Clarkson.
Please note: OIT satellite office locations in CAMP, Snell and CRC are reserved for Tier II and Tier III support staff operations. Loaner equipment pick-up and drop-off is available at CAMP 171A by appointment. This allows OIT staff to manage support requests more equitably across our community. For in-person requests on the Collins Hill Potsdam campus, please stop by the Help Desk service center located on the second floor ERC. We appreciate your cooperation.
Service Levels Set Response Times: OIT is now assigning the following service levels to incoming support requests with priority level driven by the number impacted, i.e. the more individuals impacted by an issue the higher the priority. Our community can anticipate the following response times:
NOTE: Emergency/Critical Issues should be reported via phone by calling 315-268-HELP (4357).
Priority is assigned by the following matrix:
Learning Space Updates: Students and instructors will note updates in the following Potsdam campus learning spaces:
- CAMP194: Overhead projection in the front of the room has been added and replaces a large flat screen monitor. This accommodates faculty requests for greater visibility of presentation content while utilizing the Zoom Room technology platform available in that space.
- CEC Computer Lab/Classroom, Bertrand H Snell: now features multiple, large flat-screen monitors; one has touch screen capability for making handwritten annotations. Height-adjustable, large surface instructor station makes for a more accessible work space. Front and rear cameras, ceiling-array microphone make virtual and recording sessions seamless.
OIT is excited to bring you these updates. The teams responsible for this work are recognized for their commitment in leadership, technical craft and a job well done. Thank you.
Questions/Comments:
Office of Information Technology HelpDesk 315-268-HELP (x4357) or helpdesk@clarkson.edu
