Contacting the Help Desk
Call the help desk directly at 1.866.614.5004 (toll free) or 585-343-0055 ext 6227 -- press 1 and wait through the too-long message for someone to pick up -- for problems related to usernames and passwords.
While you can call the help desk for other questions, the staff will mostly forward your question to the appropriate person for your problem. The good news for that is you don't need to remember who to call for what question. The bad news is that it may delay getting your question answered.
The Help Desk will not answer questions about usernames and passwords by email; you must call the Help Desk to resolve login problems. If you are in a position where you absolutely cannot call the Help Desk, send an email to firstname.lastname@example.org describing your situation and what you need assistance with.
When you call with a username or password question, the technician you talk to will ask your full name, your date of birth and your mailing as listed with the college. This is to authenticate who you are and to ensure we give your username/password only to you. Others (including parents, spouses and family members) can NOT call on your behalf; you must call!
If you have a non-critical request that can be handled the next business day, you can send us email at email@example.com (for employees).
However, we are not able to guarantee solutions to any hardware or installed software problems related to home computers. We will provide guidance and we have some extensive FAQs on problems you may encounter but we cannot guarantee to solve all problems.
Students in the Batavia can come to T207, the Open Computer Lab, between 8 am and 4 pm, Monday thru Friday, for assistance with technical problems. The lab is open after 4 pm, Monday through Thursday nights and on Saturdays; the student assistants on duty can assist with many problems or help you contact the Help Desk.
24 x 7 Service
The help desk phone and the email is available 24 hours a day, seven days a week for Level One requests (i.e. username and password issues) or emergencies (i.e. to report a system down) that cannot wait until the next business day.