Welcome to the Cecil College Information Technology Help Desk.

It is the goal of the Help Desk to be available to receive requests for support and to resolve problems as immediately as possible.

It is also the goal of the Help Desk to keep you informed of the status of a request if the problem cannot be resolved immediately.

The Help Desk is available to assist all Cecil College staff, faculty and students with technology concerns related to Cecil College academic programs, classroom activities and administrative operations.

The Help Desk staff looks forward to supporting the Cecil campus with renewed emphasis on customer service.

Access the Help Desk

The help desk can be accessed by taking any of the following actions:

• Send an e-mail to helpdesk@cecil.edu
• From an on campus phone dial HELP (4357)
• From off campus dial 410-287 HELP (4357)
• On the North East campus stop by the IT office on the third floor of the Community Cultural Center or the ‘fishbowl’ in the Arts & Science building or on the Elkton Campus room 133.


All e-mails to helpdesk and calls to HELP will be acknowledged immediately and every effort will be made to resolve the problem immediately.

For solutions requiring specific skills a technician will be dispatched to assist.

Hours of Operation

• During Semesters
• Monday through Friday:
  7:30 AM to 4:30 PM (All Tiers)
  4:30 PM to 8:00 PM (Tier 1 & 2)
• Saturday: 8:00 AM - 2:00 PM (Tier 1 & 2)
• Sunday: TBD
• Winter Intersession
• Monday through Friday: 7:30 AM to 4:30 PM (All Tiers)
• Saturday: 8:00 AM to 12:00 PM (Tier 1 & 2)
• Summer
• Monday through Friday:
  7:30 AM to 4:30 PM (All Tiers)
  4:30 PM to 8:00 PM (Tier 1 & 2)
• Saturday: 8:00 AM - 12:00 PM (Tier 1 & 2)

Activity Prioritization

• Urgent
  
Priority 1: campus-wide or critical service area loss, including classroom activity, example: Network down, Jenzabar, Exchange services, Blackboard
• Critical
  
Priority 2: most end-user requests, example: file and print services pertaining to a single user or department, general inquiries, software/hardware problems
• Medium
  
Priority 3: low-impact end-user requests, example: unscheduled training, restores from tape backup-unless critical, deployment of new pc’s and printers

Technical Support Tiers

• Tier 0: Self-service support using knowledge base
• Tier 1: Telephone, Walk-in (over the phone service such as password lockout or forgetting password)
• Tier 2: Desk-side assistance and computer lab support (a technician is actually dispatched to assist you, example: blue screen, printer jam, and software or hardware issue)
• Tier 3: Specialized Technical Support, (behind the scenes services) example: Network down, Jenzabar, Telephones, Web Services, Media services, Instructional Technology (Blackboard)