Technology Support Help Desk

Computer misbehaving? Not sure what to do? Need answers? The Tech Support Help Desk is here to help! The Help Desk is designed to be a central point of contact for computing help on campus. All calls for computer support/assistance should be directed to the Help Desk, rather than to individual staff members. Calling the Help Desk is the quickest way to get a response, and you only have to remember one number - just dial HELP!

The Help Desk System

The Technology Support Services Department uses an online problem tracking system called FootPrints. All computer problems, questions, and work/repair requests are entered into this system, where their status is updated as work progresses, and the resolution of the issue is recorded. This system has many benefits, including the ability to:

Submit requests/questions via e-mail to helpdesk@snc.edu or online via the Help Desk system at http://www.snc.edu/help
Track your requests to follow their progress and resolution
Look up answers to common questions in the "Knowledge Base"
See "Global Issues" currently affecting other users
Receive e-mail notification from the system whenever your issues are acted upon (messages come from "SNC Help Desk")

Help Yourself!

Your question may be answered in one of our many handouts.

For Banner documentation, see the CWIS web site.

Help Us Help You!

How to report a problem

If your computer displayed any error messages, please write them down so that you can tell us exactly what they said.
Tell us what you were doing when the problem occurred (e.g., saving a file in Word 2003, shutting down the computer, etc.).
Tell us what you've tried so far to solve the problem (e.g., restarting your computer, turning a printer off & back on, etc.).
If you're not worried about losing unsaved data, try restarting your computer. Restarting fixes many computer problems. (If you are worried about losing anything, do not restart unless told to do so by the Help Desk staff.)
Call the Help Desk and relay the above information. Depending upon the type of problem, Help Desk personnel may also want to know:
- If this is a recurring or a new problem. If recurring, when did it start?
- If anything has changed recently on your computer (e.g., newly installed software).
- What operating system you use (Windows XP, Windows 2000, Mac OS 10.3, etc.).

This information helps us to diagnose and resolve your problems, getting you back on track more quickly.

Contacting the Help Desk

Hours: Monday - Friday,
8:00 a.m. - 4:00 p.m.
Location: Cofrin 101
Phone: (920) 403-HELP/4357*
E-mail: helpdesk@snc.edu (for non-urgent requests, response within 1 business day)
Help Desk system: http://www.snc.edu/help
Service Request form: http://www.snc.edu/service

The Technology Support Help Desk is for students and employees of St. Norbert College only.

*We do our best to always have someone answer the Help Desk phone, but of course if we're busy, you may have to leave a message. Your call or message will be promptly entered into the Help Desk system, where it will be answered by the next available Technology Support staff member (or redirected to the appropriate staff member, if necessary).