ITS Help Desk

Information Technology Services (ITS) combines Information, Technology, and Service resources into a team with a commitment to facilitate the teaching and learning process at Central Piedmont. Through the implementation, advancement and support of technology, ITS' vision is to provide outstanding technology services to our community college.

The ITS Help Desk provides a single point of contact for faculty, staff, and students requesting technology related services or support.

Help Desk Services

  • support of college-licensed applications
  • new account and account change requests
  • hardware upgrade and repair of college-owned devices
  • telephone system support
  • installation of hardware and software
  • technology consultation services
  • new equipment requests

Help Desk Information

  • Help Desk Hours of Operation

    • Monday — Thursday: 7:30 a.m. — 9:30 p.m.
    • Friday: 7:30 a.m. — 5 p.m. 
    • Saturday: 8 a.m. — 12 p.m.
    • Sunday: closed

    All ITS clients have the option to place service requests via telephone, email, self service web access, or through a lab facilitator. If a Help Desk Analyst is not available via telephone, the customer will have the option to hold for the next available Help Desk Analyst, leave a voice mail, or access the ITS Help Desk via alternative support methods such as email or self service web access.

    Voicemails will be responded to within two hours during normal business hours. If the request is critical, it is advised that you hold for the next available Help Desk Analyst.

    Requests submitted via email to helpdesk@cpcc.edu will be responded to within two hours if received during Help Desk hours. Responses to emails received outside of Help Desk hours will be made by 11:00 am the next business day.

    Critical or very important requests should always be phoned into the ITS Help Desk. Only non-critical requests should be emailed. Since other email systems can sometimes be unreliable, the Help Desk cannot ensure the timely delivery of requests which are submitted from outside the college email system. Email service level commitments are based on the time the request actually reached the Help Desk.

  • Help Desk Live Chat and Remote Assistance

    1. Access live chat.
    2. You will be prompted to download a small virus-free plug-in.
    3. With your permission, your support representative can view your screen and share control of your mouse and keyboard.

    You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.

    Chat support hours:

    • Monday —Thursday: 8 a.m. — 9:30 p.m.
    • Friday: 8 a.m. — 5 p.m.
    • Saturday: 8 a.m. — 12 p.m.
    • Sunday: closed
  • Help Desk Contact Procedures and Service Request Guidelines

    1. Record Contact/Issue Information

    When you call the help desk, you will reach one of our friendly and informative help desk analysts who may ask you a few questions to help provide the best service possible. We will need to know:

    • full name
    • the inquiry or problem in question
    • your location (office, home, etc.)

    Depending on the trouble you are experiencing, we may ask for the make and model of your computer, the operating system it uses, and the specific version number of the software you are using. This would apply if the need arose to remotely connect to your office workstation. If you don’t know all of this information, your Helpdesk analyst will help you find it.

    2. Troubleshooting the Issue

    Once we have the necessary information, we will ask what kind of trouble you are experiencing. If your computer has reported an error, it is helpful for us to know the error message that is displayed. Whenever possible, we will attempt to find a solution to your trouble by assisting you in a troubleshooting process. The majority of calls to the Helpdesk are resolved over the phone during this step.

    3. Log Request into the Case Management System/Dispatch

    Sometimes, the service you need requires that we assign a technician to your request. In this case, your request for service will be entered into our online helpdesk database and forwarded to a technician in an appropriate group. Our technicians use this database to respond effectively and efficiently to requests for service from our customers. Your help desk analyst may ask when it is convenient for a technician to contact you. After your service request has been entered into our system, you will be provided with a service request number. This number is used to reference your request for service. If you need to contact the Helpdesk regarding your service request, we will be able to access your information more quickly if you provide this number.

    4. Escalation/Service Level Agreement (SLA)

    While we do our best to process service requests as quickly as possible, we may not be able to resolve all issues the same day. Expect a technician to contact you regarding your request within two days. If your technician is unable to resolve the problem to your satisfaction, he may escalate the request to an appropriate supervisor. This process ensures that all requests to the help desk are resolved to our clients’ satisfaction. All logged Service Requests are assigned levels of Priority (urgency) based on the following aspects:

    • the amount of productivity lost
    • the number of customers affected
    • the overall business impact to the issues

    Priorities also have time allotments (ETA's) assigned to them to show an estimated time of resolution:

    • Critical: to be resolved within eight business hours
    • High: to be resolved within two business days
    • Medium: to be resolved within five business days
    • Low: to be resolved within ten business days

    Dispatching a Request:

    If the request must go to a field technician, the request will be dispatched. These requests usually pertain to hardware break/fix service or special software installation and troubleshooting instances. The Help Desk professional will contact the field technician, wait for a response from the field technician and collect information on a plan of action, estimated time of arrival, and an estimated time of completion. This information will be entered into the case management software and the customer will be contacted and provided an update with the above three pieces of information via the case management system. The field technician will arrive at the customer’s site to resolve the request. Another site visit may be necessary if hardware is not available at the time of the first site visit. The field technician will stay in contact with the customer on any additional information pertinent to the plan of action and the Help Desk is available for escalation and service inquiry.

    Escalate a Request:

    The Help Desk Analyst will escalate to an on-site staff member, second level support and/or to additional individuals listed on the escalation list. A contact is escalated when the total contact owner is unable to resolve the issues or when the request is not being resolved in the time set by the assigned priority level.

    5. Updates/Closure/Survey:

    The assigned to will log any updates to the request and the resolution to the request in the case management software throughout the lifetime of the Service Request. All updates will be delivered via email to the original client who submitted the request. All cases will be closed after the request has been completed. Assigned to will close the request and the Help Desk Staff / Case management system will ensure client is fully satisfied with case or take appropriate steps to resolve the case to the customer’s satisfaction. The Help Desk will randomly contact customers to survey their satisfaction with the Help Desk and support received. A follow up email will be generated when the case is closed which will provide a link to a survey to rate the client’s experience with the Help Desk.

  • Help Desk Web Forms

    To request service, please use the appropriate form.

    Help Desk service request forms:

    Learning forms:

    • Classroom setup request: Used to request a classroom/lab be setup/configured with specific hardware/software required for the course environment prior to the start date of the course.
    • LMS change request: Used to request changes to Blackboard including the integration of publisher/vendor modules and any changes to available features within the Blackboard platform.
    • Learning technology accessibility review form: Used to request reviewing of accessibility compliance for learning technology products.

    Network forms:

    Equipment forms:

    • Workstation re-image request: Used to request the re-image of an employee workstation if the operating system and/or software errors are experienced and unable to be resolved via troubleshooting.
    • Technology planning form: The annual technology equipment planning process is available to identify needs and plan for equipment and services throughout all college campuses. The process enables departments to enter their requests through our online technology planning system.
    • New position equipment request/moves and relocations: Used to assist employees with the processes involved when a new employee starts, a current employee changes position, or a current employee moves their office to another location.
    • Technology equipment use agreement form: This form must be completed and approved before equipment purchased by Information Technology Services is assigned to a full-time employee. A link to this form will be sent by a member of ITS when the purchased equipment is received. Once processed, we will notify you via email that the equipment is ready to be picked up. A service request should be submitted if the ownership of the equipment is transferred to another full-time employee to have the record updated in our system.

FAQ/Knowledge Bases

  • Education Publisher Support

    The following are the first contact support and contact details for our most popular third-party education vendors. They typically advise that the instructor or the student contacts them directly.

    Workflow for third-party education publisher support:

    1. When a problem or issue arises, please contact the responsible vendor first and record the vendor support ticket number or confirmation number.
    2. Contact the Central Piedmont ITS Help Desk and include the vendor support ticket number or confirmation number in the request description.
    3. If the vendor does not get back to you in 24 hours, please respond to the vendor support request you created the day before.
    4. Central Piedmont ITS will follow up with the issue from that point.

    Third-party education publisher support links and contacts:

  • E-Learning System Requirements

    Minimum system requirements:

    • PC Processor: 1.3 GHz or higher
    • Mac Processor: G4 667 MHz or higher
    • System Memory (RAM): 256MB or higher
    • Windows Operating System: Windows 2000 with SP4, Windows XP with SP2
    • Apple Operating System: OS X 10 or later
    • Display: 800x600 or higher SVGA recommended, 16 bit color or higher
    • Video Memory: 32MB of video RAM or higher
    • Internet access: dial-up 56k or higher (broadband recommended - DSL/Cable/LAN)
    • Sound: 16-bit sound card or higher
    • Optical Drive: 40x or above CD-ROM
    • Browser: MS Internet Explorer 7 (recommended), Firefox 1.5+

    Optimal system requirements:

    • PC Processor:  2.0 GHz or higher, or any Intel Core Duo, or any AMD Dual Core
    • Mac Processor: G4 1.5 GHz or higher, or any G5
    • System Memory (RAM): 512MB or higher (1 GB or higher with Windows Vista)
    • Windows Operating System: Windows 2000 with SP4, Windows XP with SP2
    • Apple OS: OS X 10 or later
    • Display: 1024x768 or higher SVGA recommended, 32 bit color
    • Video Memory: 64MB of video RAM or higher
    • Internet access: broadband recommended (DSL/Cable/LAN)
    • Sound: 16-bit sound card or higher
    • Optical Drive: 8x DVD/CD-Rom
    • Browser: MSIE 6+, Firefox 2+

    For all systems:

    • Keyboard
    • Mouse/Trackball
    • Speakers/Headset
    • Central Piedmont email account

    Additional Equipment:

    • Microphone
    • Scanner
    • FAX machine
    • Flash drive for file storage and transfer
  • Employee Quota System

    The quota system is a technology that Central Piedmont ITS has implemented to better manage the growth of network-stored data. Each user will be given one gigabyte of network storage for his/her U-drive (or 'My Documents' folder). Provisions have been made for increases in individual storage sizes based on need. The college has the quota system in place because, in the absence of some control mechanism, it is possible for individual users to consume all available storage in a manner inconsistent with Section 6.20 of the Policies and Procedures Manual. The quota system has been implemented to ensure the efficient use of college resources. This system also guarantees that you will be able to store documents and files up to your allocated limit.

    To check your storage or current quota size, go to My Computer and left click to select your U-Drive. In the left frame of your My Computer window, you will see a details section which will show you the total size of your U-Drive and your current free space available. You will also be notified by email as you approach or meet your quota limit. Your U-drive should be used for college-related documents and files that require portability. Any files considered to be ‘mission critical’ that are not being shared department-wide should be stored there so they can be backed up by ITS.

    Users requiring additional storage must fill out a network access change form, available from the ITS website. Forms should be submitted to the ITS helpdesk, complete with a justification for the increase and a supervisor’s approval. ITS will make every effort to process requests for additional storage within a 48 hour period.

    The college has several storage options available for faculty and staff. These drives are directly accessible from each user’s workstation:

    • H-Drive: used for storing departmental data which requires portability, security, and backup
    • J-Drive: used for data from departmental applications which requires portability, security, and backup
    • Z-Drive: used for storing data which needs to be made available to the college as a whole
    • C-Drive: your workstation’s hard disk that can be used for storing data which is not critical for college operations

    Some other storage options include the following:

    • Sharepoint: some departments have a Microsoft Sharepoint site available for documents with shared authorship
    • public folders: used for storing emails to share between individuals
    • Exchange: used for storing College-relevant email communiqués

    Once you reach your quota limit, you will be unable to save additional data to your U-Drive until you do one of three things:

    • delete old data you no longer need
    • move some data to another, more appropriate location
    • request additional storage from ITS

    Use the guidelines above to help determine the most appropriate location for any data you wish to move. You will receive a warning message via email as your U-Drive approaches capacity and again when you exceed it.

  • Multi-Function-Printer (MFP) Lifecycle Overview

    Picking the Right Device:

    Deciding what type or model of MFP doesn't need to be a tasking process if you know what your needs are.

    Central Piedmont's Campus Printing department provides on-site assistance to gather information about your area during a preliminary "site survey" to determine what product best matches your required needs. During the "site survey" the technician will discuss needs, such as:

    • Floor Space Availability
    • Black and White or Color Capability
    • Size of Paper Supported (i.e. 11x17, Legal, etc.)
    • SPM (Scans Per Minute)
    • PPM (Prints Per Minute)
    • Fax Capability

    The primary purpose behind the purchasing of an MFP is to eliminate multiple devices and combine their functionality into a single machine (Printing, Scanning, Copying, Faxing).

    Installing the Device:

    Once the device is purchased, Campus Printing will coordinate the physical placement of the MFP in your area and contact a deployment date/time which is most convenient for you. Upon placement, the on-site technician will run through an entire system check of both external and internal functions to verify device features are functioning properly. Once device functionality has been verified, the device will be placed on the college network and onto the Print Management System (PMAN). Lastly, old equipment which was phased out during the MFP installation will be physically removed by Campus Printing.

    Device Training:

    Once installation has been completed, a training date/time will be coordinated by Campus Printing at a time which is convenient for you. Training on the device would include points such as:

    • Device Button Layout and Features
    • PIN Usage for Print Management
    • Scanning
    • Copying
    • Printing
    • Faxing
    • Device Maintenance

    In addition, the Print Managers (Print Management Administrator for the area) will receive training from Campus Printing on the following points:

    • Adding/Deleting Users
    • Adding/Subtracting Credits
    • Purchasing Credits

    Support for your Device:

    Once your device has been put into production and is actively being used by staff members the potential for an error or device malfunction may occur. When such an event occurs, Central Piedmont staff can contact the ITS Helpdesk at 704.330.5000 or helpdesk@cpcc.edu for support. Events which the ITS Helpdesk can assist with:

    • Network Related Issues:

      • Non-Response Print Queues 

        • Clearing Print Jobs
      • Rebooting the MFP
      • Scan to Email Problems
      • Faxing Problems
      • Workflow Problems
      • Scan to Folder Problems
    • Device Related Issues:
      • Configuration Changes 
      • Default Settings
      • Tray Types
      • Brightness/Contrast
      • Date/Time
      • Toner/Ink Density
      • Resolution (DPI) Output
    • Print Management (PMAN) Related Issues:
      • PIN Problems

    For all hardware related problems or malfunctions, events can be processed through the ITS Helpdesk to our vendor Charlotte Copy Data.

    Maintaining the Device:

    During the lifetime of an MFP certain parts and equipment will need to be serviced or replaced. Parts that Campus Printing can replace:

    • Toner/Ink Cartridges
    • Paper
    • Staples
    • Maintenance Kits
    • Document Feeder Kits

    For all replacement maintenance parts, Campus Printing may be contacted at 704.330.6502 or campusprinting@cpcc.edu.

  • Online and Technical Services FAQ

Service Processes and Agreements

  • Instructional Servers SLA

    All instructional servers prepared for student laboratory use will fall under the Sandbox categorization. Accounts are created for students, at the request of instructors, on laboratory servers for their academic work and experimentation. These servers are termed “Sandboxes”. The service level for such servers from ITS is as follows; Sandbox servers are not backed up. If a sandbox server is severely compromised, it will be rebuilt within 3-5 days depending upon the extent of damage to other primary systems. Instructional servers are purged at the end of each semester without notice to students. Instructional servers which fall with the "Production" category. Production servers are backed up. And if they are compromised will be restored within 2-3 days.

  • Service Process for MFP Units

    • If the MFP is low on toner, or additional paper is needed please contact Campus Printing by filling out a Campus Printing order form.
    • If the MFP needs additional service and is not functioning as it should, please submit a service request to the ITS Help Desk.
    • ITS will attempt to resolve the request if the issue is related to internal systems managed by ITS employees.
    • If the issues is a result of malfunctioning hardware, ITS will contact Campus Printing to have the MFP serviced by our MFP supplier, Systel.
    • Systel will contact Campus Printing to let them know that service has been completed. ITS will confirm that the MFP is functional and update the service request accordingly.

Policies

  • College Policies

  • Guest Accounts Policy

    Guest Accounts are provided for non-student community members who wish to use Central Piedmont computing facilities.

    College employees can request creation of guest accounts via the Guest Network Account Request form.

    Guest accounts do not have a print quota. Guests needing to print may purchase quota by visiting the campus Cashiering window. Please note, guest accounts have an expiration date, so the print quota will be cleared at the time the account expires.

  • Responsibility of Classroom Consumables

    Consumables are defined as those items which are "used/consumed" and must be replenished.  Marker pens, printer paper, printer toner cartridges, and projector bulbs are typical consumables.

    Information Technology Services (ITS) is responsible for technology consumables (printer toner cartridges, paper, and projector bulbs) for general computer classrooms, computer labs and smart classrooms.  If such a facility is a dedicated space for a particular program then that program area will cover the consumable costs.  This is also true for self supporting entities. The college Printing Services is responsible for all consumables for their copiers and MFP’s (Copier/Scanner/Printer combo). ITS help desk staff is available to facilitate the purchase of necessary items on behalf of the program areas when the area has provided a budget account number to charge.  A program's lab fees are appropriate source of funds for supporting consumable costs.  If no lab fees are charged then the program areas will have a supply budget indentified to support these costs.
     
    As part of the College’s commitment to sustainability, ITS highly recommends use of recycled paper and printer toner cartridges. Recycled toner cartridges are available from Duraline Imaging Inc. (800.982.3872) per North Carolina state term contract 207A. Used toner cartridges should be returned to the contract vendor to avoid Core charges.  The vendor provides pre-paid shipping labels for return of used cartridges. New cartridges may ONLY be purchased if refurbished ones are not available. Thank you for your contribution to protecting our environment.

  • Room Access

    • In case of an emergency, dial 704.330.6911.
    • If it is not an emergency, please dial 704.330.6632.
    • In order to secure Central Piedmont assets, many rooms remain locked while not in use. Faculty may request a building and/or room to be opened at the time of their arrival.
  • Third Party Use of Labs

    Instructional Technology should be contacted in advance (a month is preferable) with technical specifications needed for the class. This policy holds even if they intend to use their own technician to set up the class. This is necessary to ensure that the machines fulfill requirements for the class (e.g. hard drive space, RAM, processor speed, etc.). Web based applications can also present a challenge when they are heavy with graphics, video, and audio clips (bandwidth intensive applications). Third parties are charged for technical support. Our base rate is $50/hr. The rate will increase along with the complexity of the skill set required to do the setup. Our ability to provide support is also contingent upon having that particular skill set in house. Please submit technology requirements for third-party use of labs one month prior to the scheduled event.