Have a computer issue? Let the PCC Computer Help Desk solve it over the phone! We have a talented team with a variety of skill sets, and we are here to help you.
PCC Computer Help Desk
Hours of Operation
Fall, Winter and Spring Terms:
Monday - Thursday: 7am - 8pm
Friday: 7am - 5pm
Saturday: 8am - 5pm
Winter Break (12/19/16 to 1/2/17):
Monday - Friday 8am - 5pm
Monday - Friday: 7am - 5pm
Contacting the PCC Computer Help Desk
Please use the Help Desk to report all computer related issues or to inquire about IT services. If the Help Desk Representative cannot resolve your question over the phone, a Service Desk Ticket may be created to track and resolve the issue. The Help Desk can also help you with login and password issues.
Please listen to instructions before leaving a voicemail message, or send an email message to email@example.com. Your request will be processed on the morning of the next business day. More Information
Before Calling the Help Desk
Having the following information ready before calling the Help Desk enables us to assist you more effectively and efficiently.
- Name of primary contact person
- Phone number where the contact can be reached
- Name and phone number of an alternate contact person (if available)
- Campus, Building, Room and Station(s) associated with problem
- Application / Operating System associated with problem
- If it is a previously reported problem please include the work order number (if available)
- Complete description of the problem or change needed (please include the text of any error messages)
Service Request Process
If the PCC Computer Help Desk Representative cannot resolve your question over the phone, a Service Desk Ticket may be created to track and resolve the issue. Your request is then reviewed by the team and assigned to the technician who will work on the issue or project. When a solution has been found and the request completed, the ticket status will change to Closed.
When the ticket is created on your behalf, you will receive a Service Request confirmation email from firstname.lastname@example.org. You can reply to this email if you wish to supply additional information; your comments will be appended to the ticket. You may also receive periodic email updates pertaining to your request as the issue is routed and resolved.
Throughout the ticket process, you can call the PCC Computer Help Desk for updates, or simply click the link included in the Service Request notification emails (and log in with your MyPCC username and password if prompted) to view any new comments or changes to the ticket. If you call, it helps to have the ticket number(s) ready.
Technology Purchase Requests
If your request is for the purchase of new equipment or software, the Technology Buyer will contact you to request specific information. If you have multiple moves/changes/installs, it may be helpful to email an excel spreadsheet to the PCC Computer Help Desk that contains details about who, what and where. Eventually the Campus Technology Teams will receive that information and get back to you for any clarification they may need. Typically, computer related purchases may take from 4 to 6 weeks to be received at the college. Additional time may be required for configuration and imaging before they can be installed.
If you need to add or change a PACE connection (a network outlet) for a computer, telephone or printer please fill out the online PACE request form. You will find additional request forms on the IT webpage, Resources Tab, Quick Links and Forms. There is also a link on that same page that gives the cost estimates for these types of connections.
Instructors who need help with their online classes should contact the Faculty Help Desk or work with an Instructional Support specialist. Student who need assistance can contact the Student Help Desk.