Smith College Admission Academics Student Life About Smith news Offices
 
 
 

USER SUPPORT CENTER


The User Support Center (USC) in Stoddard 23 provides telephone, email, and walk-in support for Smith students, faculty, and staff. The technical support analysts in the USC and at Advantage Communications help users resolve problems with Smith-standard desktop software and web-based services, email, voicemail, printing, and the Banner system.

The USC also provides support for desktop computers, local and network printers, telephones, the Smith network, classrooms, and training rooms. In addition, we process requests for loaner laptops, provide file-recovery and virus-detection services, and schedule the use of ITS training rooms.


Contacting the USC
User support hours

Reporting problems when the USC is closed
Recent additions to the User Support team



TO CONTACT THE USC:

  • Call x4487 (4ITS) on campus, 413-585-4487 off campus. If the USC is closed, leave a voicemail message and we will respond the next business day.

  • Send email to 4its@smith.edu anytime and we will respond the next business day. Be sure to describe your problem and include any steps you've already taken to resolve it, whether you're using a Mac or PC, and the best way to contact you.

  • Visit us in Stoddard 23 (next to the Computer Store) during our open hours.

Back to top>



USER SUPPORT HOURS

The USC provides the following types of support at the following times:

Days Hours Types of Support
Weekdays 8:00 am - 5:00 pm* Telephone, Email, Walk-in
Weekday Evenings 5:00 pm - 10:00 pm Telephone only**
Weekends 10:00 am - 10:00 pm Telephone only**


*
These times apply during the regular academic year whenever the college is open. Note that our regular summer hours are 8:00 AM - 4:30 PM.

** During our extended hours, the Advantage support pool can assist callers with network and voicemail password problems and basic wireless and printer connectivity issues. Other issues will be escalated to the regular weekday staff the next business day.

Back to top>



WHEN THE USC IS CLOSED

To report an ITS service outage when the USC is closed, please call 413-585-2490 to be connected to Campus Police, who will ask you for more information.

To report a non-emergency computer problem when the USC is closed:

  • Send an email message describing your problem to 4its@smith.edu. Be sure to include any steps you've already taken to try to resolve it, whether you're using a Mac or a PC, and the best way to contact you.

  • Call x4487 (413-585-4487 off campus) and leave a voicemail message.

In either case, we will respond to your message the next business day.

Back to top>



RECENT ADDITIONS TO THE USER SUPPORT TEAM

Information Technology Services has added two new support technicians to the User Support Team, Harley Worbert and Nolan Reid of Advantage Communications in Charlottetown, Prince Edward Island, Canada. Harley and Nolan provide front line telephone and email support to the campus community during normal business hours. During our extended hours, calls are handled by the Advantage Communications pool.

The addition of this service allows ITS to address one of the initiatives in the Information Technology Strategic Plan, to expand after-hours support for the campus.  It also frees up existing staff to focus on important areas such as training, project management, and technology assessment.  Finally, it addresses the problem of relying on temporary help that turned over annually and resulted in lost institutional knowledge and time spent retraining replacements.

Harley and Nolan are well-trained in Smith's computer systems and services and have been supporting the campus community since June 2013. If a question requires further expertise or analysis, it is automatically escalated to the appropriate technical support staff at Smith.

If you have any questions regarding Smith computing systems, software, or services, please call x4487 or write to 4its@smith.edu as usual.

Back to top>


ITS SERVICES

ITS FACILITIES

ABOUT ITS

 

Copyright © 2014 Smith College  |  Last updated February 26, 2014

DirectoryCalendarCampus MapVirtual TourContact UsSite A-Z