OIT Home | Faculty/Staff Help Desk | Student Help Desk | PC Standards | Technology Training | OIT Staff | Glossary of Internet Terms | FAQs |
Support is provided from 8:00 am – 5:00 pm on Monday,
8:00am – 9:00pm on Tuesday through Friday,
and 8:00am through 4:00pm on Saturday. |
| All problem reports and requests for computing service assistance must be made through the Help Desk. Users should leave a detailed message with their name, room number, extension, and an explanation via email, by calling the Help Desk at ext. 1139, or by visiting in person Room T544 of the Technology Building. |
| All problem reports and requests for computing service assistance must be made through the Help Desk. Users should leave a detailed message with their name, room number, extension, and an explanation via email, by calling the Help Desk at ext. 1139, or by visiting in person Room T544 of the Technology Building. |
- Each request is assigned a ticket number. You will receive email verification that the call has been recorded.
- Requests are prioritized, with the highest priority assigned to network or system down conditions and active classroom lab problems. Full details can be found in the Service Level Agreement
- The appropriate OIT staff person will to respond to the problem.
- If the user is not present, an email to the user will indicate what work was or was not performed.
- When a request is closed the user will receive confirmation via email.
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| All new hardware and software purchasing must be planned and coordinated with OIT. Faculty and staff should anticipate needs and request equipment from their department heads and division deans. Color cartridges are not supplied by OIT for printers even if purchased with College funds. Personal or home equipment is not supported even if the owner is a full time employee of the college. Laptops purchased by the college for home or out of office use are an exception. Technical staff supports approved desktops,laptops and licensed software. Specifics can be found in the Service Level Agreement. |
- Audio visual equipment, including data projectors. This is handled by the Media department and requests should be routed through the Media Request lines in Brockton and Canton.
- Installation of data lines for internet connectivity or other network services. OIT coordinates the installation work which is done by College electricians
- Telephone services. For all problems and requests related to your telephone services contact the operator.
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- Users must be present when a technician performs this work. A time when the user and technician are available will be scheduled through the Help Desk. This is to insure:
- the system/software is properly tested by the user
- the system is fully functioning at the completion of the work
- If the user is not available at the scheduled time, they will be asked to reschedule another time through the Help Desk. Users should notify the Help Desk as soon as possible if they are not able to keep this scheduled appointment.
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| If a machine is infested with Internet pop-ups or viruses that render the equipment unusable, OIT staff will take the following steps: |
- On the first visit to correct the problem, a technician will verify that appropriate user privileges are set and install software to detect and remove data-mining, aggressive advertising, browser hijackers, and other troublesome software.
- If the problem recurs with the same system, a technician will take necessary action to make it impossible to accidentally disable a machine with a download or unsupervised installation of software.
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| Accounts on the campus network are provided for all current faculty and staff. |
| Student accounts are provided for all current students. Each student account has storage space set to 75 MB. Students should be reminded that it is their responsibility to backup their files onto floppies or zip disks and maintain the space allotted. |
| Massasoit email accounts are provided for all faculty, and staff. Adjunct faculty should request an email account through their dean. They will access their email using the Outlook browser interface. Full-time staff and faculty will have one profile for email. If they need to access their email from a second machine, this will be done via the internet. |
| Public Folders are created by OIT for faculty or staff documents to be shared. Users must specify the folder name, any subfolders that will be needed, and who will need authoring access to the folder by contacting the Help Desk via email or by calling ext 1139. |
| The email administrator will retain ownership of all Public Folders. Folders will be reviewed periodically by the administrator for currency and those that are not maintained may be removed after notification of the folder author(s). |
