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ILT Help Desk
IT Help Desk · ILT Customer Service Center Help Desk
IT HELP DESK
This group resolves problems with computer hardware and software. Hours of operation are 8:00 AM to 5:00 PM, Monday through Friday. Calls to the Help Desk go through an automated call distribution system. Please don't hang up if you hear a recording; the majority of the time you will be directly transferred to a technician following the welcome message.
Telephone Numbers:
- Help Desk: 410-706-4357
- IT Emergency: 410-706-5670 (Computing-related system-wide outages or hardware/software issues affecting classes in session, visiting speakers and SON events.)
- ILT Customer Service Center Emergency: 410-706-6830 (AV hardware issues affecting classes in session, visiting speakers and SON events.)
- FAX: 410-706-3603
- E-mail: help@son.umaryland.edu
After normal business hours or on weekends, requests for support should be left in voice-mail. Please describe the problem as best you can, provide a contact name and telephone number as well as the location of the computer. Someone will respond to your call as soon as possible on the next business day. Calls regarding network integrity or systems critical to core SON missions receive the highest priority.
Requesting installation or activation of network jacks
Extending data access to a previously un-served area requires installation of network jacks. Contact the Help Desk to enter a work ticket (Remedy Ticket) and provide your name, Department or area name, telephone number, Room location, number and or types of data connections required. A technician will contact the requestor and evaluate the location to determine whether additional cabling is required and any costs. All requests must have departmental Chair or Supervisor approval and charge and payment determination made before work will be started.
Responsibilities
The following guidelines summarize departmental and personal responsibilities associated with operating a PC at the SON. The SON observes the campus "Responsible Computing/Rules of Use" which can be found at: http://www.umaryland.edu/cits/.
By connecting to the SON network and/or using its resources, you implicitly agree to comply with these rules.
Personal Responsibilities
- All software must be approved and installed by SON ILT staff to avoid possible conflicts with virus prevention software, network settings or other SON software
- Users must be able to document that any software placed on their computer by SON ILT (other than the standard SON software package) was purchased or licensed appropriately. No one may install or use "pirated" software. Violators will be subject to disciplinary action. Deliberate violation of copyright law puts the SON at legal risk. All software must be installed by SON ILT staff to avoid possible conflicts with network or other SON software
- Even though the SON routinely screens e-mail for the presence of viruses, users are still responsible for checking diskettes, CDs, external Memory Cards (which are not supported at SON) and downloaded files for viruses
- Working closely with the campus, the SON has established network and computer standards. Current lists are available at http://www.umaryland.edu/cits
- Compliance with these standards enables network performance and permits faster and more effective delivery of service by SON Help Desk personnel
- Ultimate responsibility for the control and security of computer hardware, software and data lies with you. Faculty, students and staff must take reasonable precautions to protect their computer hardware, software and data from damage, tampering and theft
- Users with access to sensitive, confidential, or privileged data must take extra precautions to protect that data from being viewed, altered or copied by unauthorized individuals. Be aware that certain data require special protection under law (e.g., HIPAA)
- Users are responsible for regular back up and storage in a secure location of all their computer data. SON ILT will assist users in the process of identify an individualized back up procedure
- Users are never to share ID or password information.
Department & Area Responsibilities
- Departments within the SON ensure that their faculty, staff and students receive proper training in the operation and effective use of computer hardware and software
- Users with access to sensitive, confidential, or privileged data must take extra precautions to protect that data from being viewed, altered or copied by unauthorized individuals. Be aware that certain data require special protection under law (e.g., HIPAA). Information Services has a segment of our network reserved for such data
- All Departmental and or area computer data should be regularly backed up and stored in a secure location
- Never share ID or password information
- Installation of software for an area or department on the SON servers requires prior permission from the Associate Dean for Information and Learning Technologies and will be carried out by the SON ILT staff.
Note: UMB and the UMB SON reserves the right to audit user compliance with these policies periodically.
ILT Customer Service Center Help Desk
During the normal business week, staff of the SON ILT Customer Service Center Group can be reached through the Helpdesk by contacting 410-706-HELP or sending a message to help@umaryland.edu and opening a case (ticket) on the request/problem. This case is forwarded to the staff and someone will then contact the requestor.
Issue Resolution
If a requestor would like assistance related to any of the categories listed above, the proper procedure is to contact the Campus Helpdesk at extension 6-HELP or be e-mailing help@umaryland.edu. The Helpdesk is a first contact point for many of the problems and questions. If there is a question or you would like to set up a consultation with one of the ILT Customer Service Center technicians, please call 410-706-6830.
Issue Resolution Goal
Currently, the SON ILT Customer Service Center Group strives to provide quality customer service. A contact or call regarding your request is usually made within the first 24 hours.
After Hours Emergencies
Should an emergency arise outside of the normal hours of operation requestors should contact the Helpdesk at 6-HELP or help@umaryland.edu and leave a detailed message and the issue will be worked as soon as the Helpdesk opens again.
Fees
Please see the ILT Customer Service Center Web page for fees.