IT Support at SCSU
Welcome to the 3rd Edition of TechNews!
SCSU’s IT department periodically distributes TechNews to provide insights into our ever-growing relationship with technology. We will shed light on various technological topics, provide information, updates and improvements being implemented by Southern’s IT department, provide deep-dives into important technologies and much more.
November’s edition of TechNews expanded upon Microsoft’s cloud storage and file sharing solution, OneDrive, along with all the benefits that can be utilized within the service. This month, in preparation for the encroaching season of Finals Week and the close of the Fall 2022 semester, we will bring it back to basics:
How do I get IT help at Southern?
Help Desk Website
Our Help Desk website provides extensive self-help articles and captioned videos, allowing you to gain support at your preferred time and pace. Use the search engine available to find answers to your questions, information about services we provide, ways to contact us, and explore our video and written instructional guides for common topics such as connecting to WiFi and resetting your password.
Our Self-Help Portal also enables you to easily submit a support ticket to us by selecting “Create a Case” from the right-hand menu on the homepage. Input all pertinent information and a technician will reach out to you from there!
Phone Support
IT support with a real person is available 24/7/365 by dialing 203-392-5123. Our phone support team will do our best to solve your issue right then and there by walking you through troubleshooting steps and investigating further. If your call is outside of peak support hours and requires tier II support; your work order will be escalated, and a tech will contact you as soon as possible.
See “In-Person Support” section below for a link to our on-site Help Desk hours
Email Support
To connect with us via email, send your questions or concerns to helpdesk@southernct.edu. Doing so will automatically create a work order in our system, have the staff review the request, and your ticket will be routed to the appropriate team if escalation is needed.
For the quickest support, please include in your email:
- Best contact method to reach you
- Detailed description of the request or troubles being encountered, including screenshots/images (if applicable)
- The barcode of the university machine (if applicable)
- Any previous, related work order number (if applicable)
For your own protection, please never share sensitive information via email, such as your password.
We will never ask for this, nor perform password resets with you via email.
To reset your password or MFA, a call to us or visit to our desk will be required.
In-Person Support
Help Desk staff is available in two locations within the Buley Library:
1st floor desk – Located near the Reference Desk
4th floor office: Room 439
Our in-person Help Desk hours of availability range depending on the semester in session. Please reference our Help Desk website article, Help Desk Support Hours, for our up-to-date schedule.
Stop by to quickly resolve issues such as WiFi connection issues, assistance with printing to our nearby Pay-for-Print system or resolve password and Multifactor Authentication troubles. As with other contact methods, if the issue needs escalation to another team, our staff will place a work order on your behalf to get the issues resolution on its way to you.
Chat Support
Our chat feature is available via our Help Desk Website if it better suits you to connect with us this way at the time. Easily communicate with a staff member to answer and questions you may have.
Classroom Support
Classroom support is available by either calling our Help Desk main line at 203-392-5123 for immediate dispatch or emailing our Help Desk to schedule a future appointment with a High Tech Support team member.
Our IT department is there to support the needs of the university as best we can, at any hour. Our Self-Help Portal is packed with information at your fingertips, and tools to connect with us. Whether via phone, email, in person, or chat, we are there to support your educational needs.
As changes to our systems occur, links may break if this email is referenced in the distant future. If a link above is broken, please go to: helpdesk.southernct.edu and search through the latest version of our knowledge database.