Information Technology Help Desk
The Information Technology Help Desk provides technical support to the STCC community. Help is provided for problems related to AV Equipment, Communications, Datatel, Email, Network, Passwords, Phones, etc. All STCC owned hardware and software is supported.
How to submit a Ticket to IT
You may submit a ticket to the IT Help Desk by using the link below. The first time you submit a ticket, you need to obtain a password from IT. The Help Desk is available from 8am to 7pm Monday through Friday when the college is open. The IT Help Desk can be reached at 413-755-4016 or through email at email@example.com
We ask that callers contact the Help Desk and not individual IT staff when there is a problem.
About the Help Desk System
The staff member answering the phone will assist you with your problem. If a resolution cannot be made during a call, a help desk "ticket" will be created. This ticket will be added to the IT Help Desk System for other members of the IT staff to address. Calls and emails are monitored on an ongoing basis by the IT staff for new requests.
The IT Help Desk tracking system allows requesters to submit their own requests for service to the IT Department. Requesters will be able to track the progress of their requests. Every time a ticket is updated, an email will be sent to the requestor with the information.
Response time is based on availability of IT personnel and the complexity of the request. Requests that affect multiple people will usually get a higher priority than single user requests.
It is the intent of the IT Help Desk to respond promptly to all requests for service. Tickets will be created in the IT Help Desk system as they come in during regular business hours. Most often, the request for service will be recorded within two to four hours of request. All requests for service should be recorded in the IT Help Desk system within 24 hours of receipt of the request.
To inquire on the status of a ticket, please contact the IT Help Desk at 413-755-4016 or email firstname.lastname@example.org. Please indicate the ticket number assigned to your request.
Hours: 8:00am - 7:00pm Monday through Friday (when the college is open).
Phone: 755-4016 (x4016 on campus)