Introductions: The Who, What, Where, When and Why's of the Help Desk.
- Who are we?
- What do we really do?
- Where are we located?
- When are we available for support?
- What are our policies?
- What can you expect from us?
- What do we ask from our users?
Help Desk Manager: Kevin Saunders
Congratulations to Kevin. In September 2007 he smoothly stepped into the position of Help Desk Manager. Kevin began at the Help Desk as a PC support technician in January of 2001. Thus he brings into his new role as manager, a rich technical background and history of SUNY. He graduated from SUNY New Paltz with a four-year degree in Business Administration. What may not be known about Kevin is that he also holds a two-year degree in professional cooking. Kevin has always been a valuable asset to the Help Desk. In the words of other staff members "Kevin is always polite and courteous, always smiling, always willing to go that extra step to remedy our computer glitches."
PC Support Technician: Raymond Ransome
Ray is a graduate of SUNY New Paltz holding a degree in mathematics with a computer science concentration. After working for the Student Help Desk and Campus Auxiliary Services, Ray transferred his knowledge and experience to the Faculty Staff Help Desk in November 2005. His hobbies including cooking, working out in the gym and exploring new foods. He excels at programming and deductive skills.
PC Support Technician: Brendan Gannon
Brendan joined the Help Desk team in March of 2008. He is a graduate of Dutchess Community College with a degree in computer information management. He is never afraid to jump into something new. He is an avid Star Wars fan and enjoys collecting memorabilia and making replica props from the movie.
PC Support Technician: Amanda Ojie
Amanda became a member of the Help Desk staff in September 2013. She is a SUNY New Paltz alumni with a BS in Computer Science and is excited to return to the campus family after working as a computer technician in Vassar Hospital. Amanda is known for her kindness and diligence. Her hobbies include traveling, reading, and trying new recipes.
PC Support Technician: Maxwell Kenney
Max is the newest addition to the Help Desk team, joining the Help Desk at the beginning of January 2014. He holds a BA in History from SUNY New Paltz and is finishing his AAS in Network Administration from SUNY Ulster. Having worked as a computer technician for the past eight years he is bringing that experience to SUNY New Paltz and is glad to be back. His hobbies include cooking, hiking, and traveling.
The Help Desk is your first line of technical support. That support can be via telephone, e-mail, in person, or ‘on-site’ resulting in a visit to your office. Our goal is to provide our users (Faculty and Staff) guidance, support, and problem analysis in an effective and user-friendly manner.
To resolve your issue quickly we may first attempt to fix the problem over the telephone by asking for detailed information and/or "walking" you step by step through a simple solution. In addition, we provide support remotely which involves accessing and assessing your computer from our office. Problems which cannot be resolved remotely result in an on-site visit for further diagnosis and direct user assistance.
Our area of PC expertise is broad, covering hardware & software troubleshooting, networking, installations, new PC setups, printers, and other accessories.
Software problems may require further investigation and telephone calls to the vendor’s support line or perhaps suggestions to the user as to the best course of action (e.g. need to purchase an updated version of the product).
Hardware problems usually require an on-site visit. The purpose of the visit is to isolate the problem and determine if it is simple, one which can be handled in-house, or if it is more complicated. Complex or time consuming repairs are often performed at the Help Desk and sometimes referred to outside vendors.
With the assistance of a software program called KACE we document and track all incoming calls and are able to follow-up on unresolved issues.
The Help Desk is located in the basement of the Lecture Center. We may be reached by e-mail at email@example.com. Although we welcome visitors we encourage making an appointment with a technician before stopping in as we are often out on service calls.
The Help Desk is available to assist you from 8:30 a.m. to 5 p.m. Monday - Friday.
Since most of our day is devoted to resolving computer issues on-site, we may not be in our office to answer your call. We therefore ask that you PLEASE send us your question via e-mail.
To help expedite your request, please have the following information available:
- Building location and room number
- Full name, phone number and best time to reach you
Every year, Fall Semester is the BUSIEST time for us. We therefore strongly encourage everyone to prepare and plan for your computer needs before the semester begins.
'Unofficial' Help Desk Policy
- Although we don't mind answering a question or two...we do not support personal devices.
- Please do not bring personal equpiment such as laptops, switches, wireless routers, etc. and plug them into our network. This can be very disastrous. It can bring the entire network down for everyone on campus or it can spread viruses.
- Please call x3449 for ALL new computer issues. You may contact a technician directly only if that tech is currently working on resolving an issue with your computer.
- Due to the size of our Help Desk, we do not provide "rush" jobs. If you have to order equipment or need us to perform a service for you please give us ample time to schedule and complete the job.
- The Help Desk WILL ask for your password only under the following circumstances: 1. We are setting up a new computer for you. 2. We are trying to fix a problem with your computer and the error happens only when YOU (the user) is logged on. 3. You are having an issue with your e-mail account. Please remember that you may change your password at any time via the LAN Supplied Applications after we are done working on your PC.
- If for some reason you object to giving a Help Desk technician your password and we absolutely need it, we will either reset your password and it will be your responsibility to contact us to get a new password or we reserve the right to deny you technical support.
Quality work done in an efficient manner!
We work in close cooperation with each other, as well as with other staff that assist in PC and network support functions.
We strive to diagnosis problems relatively quickly. However, certain types of issues take precedence over others and we log them as an emergency in KACE. Typically these are hardware failures. For example: a computer not booting up at all constitutes an emergency and will be looked at first. On the other hand you will be placed in a queue for an error message that does not directly interfere with the function of your computer and we will get to back to you as soon as we can.
Above all, patience and understanding.
We wish to empower our users by asking that you familiarize yourself with this website. Many computer questions and problems can be answered with a little research and initiative on behalf of the user.
So we hope that you will take full advantage of this website and help us to continually improve!