Where to Get Help

Author admin acount on June 21, 2010 | Print | Bookmark

There are multiple options available when you need technical help: online, telephone and in-person.

Telephone

The phone is best of problems with usernames and passwords, or to report system outages. Use the email options listed for all other problems

On campus: The Help Desk can be reached at 585-343-0055 x6227.

Anywhere: Toll free, call 1.866.614.5004

Online

Students are encouraged to send email to online@genesee.edu at any time with questions about technical issues or issues related to online class materials (even if you're not taking a distance learning class -- many classes have online handouts or assignments). This email is monitored during non-business hours but there is no guarantee of an immediate response outside of business hours.

Employees are encouraged to send email to helpdesk@genesee.edu at any time to report problems, ask questions or get assistance with any technical issue.

Problems with usernames and passwords cannot be resolved by email; you must call the Help Desk or come to T207 in person.


In Person

On the Batavia Campus, you have multiple options for seeking technical assistance: Computer Learning Lab and the Assisted Learning Lab.

The Computer Learning Lab is located in T207 of the Technology Building. The Lab is open to all registered students and you can also get help with usernames/passwords, email, and other basic technical issues. In addition, the staff there will assist you in using any of the Genesee electronic resources and walk you through using email, Genesis, My Courses and most instructional software.

The Assisted Learning Lab (D209) is available to assist students who need more extensive assistance in using a computer to work on course materials. Staff is available there to provide tutoring in using a computer and tutoring in content areas. The ALL cannot provide help with usernames/passwords.

Assistance at the Campus Centers varies from center to center. Centers frequently have tutors available who can help with basic computer skills as well as course content. Campus Center staff can put you in contact with the Help Desk to resolve problems with usernames and passwords.


Business Hours

The Help Desk can be contacted 24 hours a day, 7 days a week, 365 days a year.

The Help Desk will assist with Level 1 calls (passwords, minor computer issues) at any time. Calls requiring additional information, the physical presence of a technician or assistance that can wait for business hours will be forwarded to the appropriate contact within the college and someone will get back to you the next business day.

T207 is staffed for account assistance from 8:00 am to 4:00 pm (longer during the first week of a semester), Monday through Friday. During the Fall and Spring semesters, T207 is open from 8:00 am to 10:00 pm Monday through Thursday, 8:00 am to 4:00 pm on Friday and from 9:00 am to 3:00 pm on Saturday. During the evenings and on Saturday, the lab assistants can help you contact the Help Desk if they cannot resolve your problem.

Emergency calls (servers or services offline) will be handled on a case-by-case basis and escalated to the appropriate staff member any time of the day or night.

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Category: accounts, help desk

Last updated on February 25, 2015 with 2848 views