Welcome back to those who were off this summer. As we begin the Fall 2011 semester, we would like to remind everyone of a few things which will allow us to serve you more efficiently.
When you need help, call x1765
First, and foremost, if you need help please call extension x1765 (or from off campus 707-524-1765). Starting this semester, please contact the Help Desk for all IT issues. That includes Faculty/Staff computer issues and lab/classroom computer issues. Every attempt will be made to assist you over the phone first. If your problem cannot be resolved over the phone, then your issue will be routed to the appropriate team and individual to respond as soon as resources permit.
When calling x1765, please be aware that there is only one Help Desk Technician for the entire District. While only one person can be helped at a time, it is not uncommon for multiple people to be calling in. If you don't get through, we ask that you refrain from repeatedly hanging up and dialing in again. Instead, please leave a voicemail and you will receive a call back as soon as possible. In some cases you may receive an email from our ticket system letting you know your call has been entered into the system and is in the queue to be handled.
You may also submit requests via our web site ticket request form www.santarosa.edu/it/support. We recommend that only non-urgent requests be submitted via this method.
Due to limited staffing, workloads must be tracked and balanced along with projects, routine maintenance, and response to critical incidents. Requests for service are reviewed and prioritized throughout the day and assigned based on staff availability. Because of this, please do not contact individual support staff unless that person is already actively working on an issue with you. Messages directed to individual support staff will be forwarded to the Help Desk so they can be entered into the ticket system.
Media Services Support
If you need help with a projector, DVD player, VCR, or any other non-computer media in a classroom, please call Media Services at x4261 (from off campus 707-527-4261).
SPAM & SCAMS: Do not divulge your personal information
You may receive emails asking for your personal information. Do NOT respond to these requests, they are all SCAMS! IT will never send you an email asking for your personal information, including your logon name and password. Please be aware that these messages may appear very convincing. Always be on guard.
A Note on Passwords
SRJC Account passwords must be changed every 6 months. We receive many, many requests for password resets. The Help Desk is no longer able to change your password without talking to you. We must be speaking to the owner of the account, and complete a simple identity verification process. We are unable to change passwords in any other manner.
When you are resetting your own password, please remember that you must meet the SRJC's guidelines for passwords:
At least six (6) characters in length
At least one (1) uppercase letter
At least one (1) lowercase letter
At least one (1) numeral or symbol
The new password cannot be the same as any of the prior passwords you've used for your SRJC account
You can only change your password one (1) time in twenty-four (24) hours
For more information on changing passwords, please visit the support section of our web site. http://www.santarosa.edu/it/support
E-Mail storage limits: Reduce the use of file attachments to the campus
We all have problems running out of space in our Inbox. One way to conserve space is to avoid sending file attachments to DL.STAFF.ALL and other large campus distribution lists. Instead, please utilize File Depot. This is a service offered by IT that allows you to upload your file attachment to a server, then include the link to it in your email. To learn more about File Depot, please see our web site: http://www.santarosa.edu/it
Thank you and best wishes for an enjoyable and productive fall semester.