Home > Offices > Information Technology Services > Facilities | User Support Center

USER SUPPORT CENTER

Recent Additions to the User Support Team

Information Technology Services has recently 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 will be providing front line telephone and email support to the campus community (x4487) during normal business hours. Starting in the fall, hours of coverage will be expanded to 10 pm on weekdays as well as 10 am to 10 pm on weekends, with calls being 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 will free 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 have received training in Smith's computer systems and services, and we expect their Smith-specific technology knowledge to continue to improve over time. If a question requires further expertise or analysis, it will automatically be escalated to the appropriate technical support staff at Smith.

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

The User Support Center (USC) in Stoddard 23 provides telephone, email, web-based, and walk-in support for Smith students, faculty, and staff. The technical support analysts in the USC help users resolve problems with standard desktop software, electronic mail, database and query tools, 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. We distribute loaner laptops, provide file-recovery and virus-detection services, and schedule the use of ITS training rooms.

Contacting the USC
USC hours
Reporting problems when the USC is closed
Comments or questions

Contacting the USC

Looking for technical assistance? Please start by checking TARA, our online Technology And Resource Advisor. If you don't find the answer to your question in TARA, contact the User Support Center:

• Visit us in Stoddard 23 (next to the Computer Store) during our open hours.
  
  
• Call extension 4487 (4ITS) during our open hours. You can also leave a message if the USC is closed when you call. Our full number is 413-585-4487.
  
  
• Send email to 4its@smith.edu anytime.
  

Open Hours

During the regular academic year, the USC is open for telephone and walk-in support Monday through Friday, 8:00 AM to 5:00 PM, except when the college is closed.

Our summer hours are 8:00 AM - 4:30 PM.

To Report Computer Problems 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, use either method below:

• Send us a description of your problem in an email message addressed to 4its@smith.edu. Please include any steps you've already taken to try to resolve the problem, whether you're using a Mac or a PC, and your phone number.
  
  
• Call our regular number (413-585-4487) and leave a voicemail message.

In either case, we will respond to your message the following working day.

Comments or Questions?

To provide feedback on our services or request any further information, send email to 4its@smith.edu or call ext. 4487.