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USER SUPPORT CENTER

Looking for technical assistance? Start by checking TARA, our online Technology And Resource Advisor.

Students: Check the Technotes page for information about Student Computer Center hours and other technology news just for students.

Contacting the USC
USC hours
Reporting problems when the USC is closed

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

• 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.
  
  
• Send email to 4its@smith.edu anytime.
  
  
• Use "Heat Self Service" on the Web anytime. See the full description of this service below.

Open Hours

During the regular academic year, the USC is open for telephone and walk-in support Monday through Friday, from 8:00 AM to 5:00 PM, except when the college is closed. Our summer hours are 8:00 - 4:30.

To Report Computer Problems when the USC is Closed

To report a computer emergency when the USC is closed, please call Public Safety at x2490. Public Safety will make sure your message reaches the appropriate staff members.

To report a non-emergency computer problem when the USC is closed, use any of the methods below. In each case, we will respond to your message the following working day.

• Call our regular number (x4487) and leave a voicemail message.
  
• Send us a description of your problem in an email message addressed to 4its@email.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.
  
• Use the Web to enter your problem directly into the HEAT Self Service problem-tracking system. Just follow the instructions below.

Using HEAT Self Service

HEAT Self Service (HSS) is a web-based version of the HEAT problem-tracking system. Anyone with an account on Smith's Novell network can use the HSS service.

Start by going to the following web page: http://iheat.smith.edu/heatselfservice

Log in to HSS:

• Use your Novell username as your User ID.
• Use your birthdate as your password. Enter your birthdate as numbers with no leading zeros, separating the components with a "/". For example, if you were born on February 6, 1983, your HSS password would be 2/6/83.

On the main HSS screen, you'll see a list of any issues you've reported to the USC in the past and the resolution of those issues.

If you have a new issue, start by clicking on the Search TARA button. This lets you search the entire TARA technical documentation website for information related to the specific keywords you enter.

If you can't find the answer to your question on TARA, click on the New Issue button. Provide all the information requested on the "Submit your Issue" form. Be sure to include:

• A description of the problem you're experiencing
• Any steps you've already taken to try to resolve the problem
• Whether you're using a Mac or a PC
• Your phone number and location

When you're done, click on the Submit button. Your issue will become a call ticket in the HEAT system.

When you're finished entering new issues, click on Logout to end your HSS session.

Please note: For security reasons, we cannot honor requests for network, GroupWise, BannerWeb, or Sophia password changes submitted through HSS. To request a password change, bring your Smith ID card to the User Support Center or to a lab consultant in one of the Student Computer Centers.


Comments or Questions?

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