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ITS Help Desk
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Greetings from Salem State University ITS!
Over the past 12 months, Salem State University students, faculty and staff have faced large numbers of fast-paced changes related to managing time and technology in an almost entirely remote environment. In an environment so reliant on technology, getting ITS support when you need it remains as critical as ever. Equally challenging these days – getting that support at a time that works for you. With hours of daily online commitments and rapidly changing schedules, getting that call-back from ITS when you are unavailable or away from your computer can be extremely frustrating.
In hopes that we might help you avoid such frustrations in the future, we are pleased to announce some additional options for you to request our help at the best available time for you.
ITS virtual "walk-up" support kiosk
Every Monday, Wednesday, and Friday from 8 am - Noon, SSU students, faculty and staff can visit MH-105 and speak with a technician monitoring our virtual help desk kiosk. The kiosk is clearly marked and pre-equipped with a camera and microphone – meaning you do not need to bring your laptop or device to take advantage of this service. Of course, if those devices are what you need assistance with, bring them along - the kiosk will allow you to share your screen or even allow for remote control by an ITS technician.
Please note: Safety protocols put in place due to Covid 19 must be adhered to while taking advantage of the virtual walk-in service. These protocols include:
- Masks must be worn at all times.
- MH Help Desk has a maximum capacity of two. On the occasion that two people are in the room, six feet of physical distance must be maintained at all times.
- Only seating that is clearly marked with "Please Sit Here" signage can be used.
- Rooms marked with "Do Not Enter" signage are off limits for access.
- All surfaces used must be wiped down prior to leaving the room (supplies provided in the room).
Schedule a 30-minute remote (online) support session with ITS
Students, faculty, and staff can now request 30-minute online/remote support appointments for a date and time that works best for your schedules by visiting the Information Technology help portal and filling out an appointment request form on the front page of the portal, under “Common Requests”
When filling out the form (link below), simply select the category that best describes your ITS support need(s). If you do not see a related category, just provide a brief description in the field provided. The appointment will be assigned to the technicians best suited to address your needs, and you will receive a meeting invite from a technician prior to your appointment. Appointments are available from 8 am to 4 pm, Monday -Friday:
Schedule a Remote (online) Support Appointment
Please note: Appointments are not meant to address immediate ITS support needs. Appointments should be requested for no less than 24 hours in advance of the preferred meeting time. Appointments requested over weekends and holidays should allow one business day to occur prior to your preferred meeting time, helping to ensure ITS has enough time to schedule the right technician for your needs.
Information Technology help portal, featuring Live Chat support
For fastest assistance between the hours of 8 am – 5 pm, Monday-Friday, try our Live Chat feature on the Information Technology Help portal to chat with a technician directly. You can also submit your request using one of our many pre-categorized forms to quickly submit a help ticket to ITS.
Please note: You can Launch a chat session by clicking the red icon on the bottom right-hand the corner of the webpage.
You may also send an e-mail to us at it-helpdesk@salemstate.edu with a description of your request or support needs in the body of the message.
Leave a voicemail at: 1-978-542-2036 with a description of your request or support needs, as well as the best phone number and time of day to return your call.
Thank you,
ITS Help Desk