Portland Community College | Portland, Oregon

Requesting help with technology after hours or when urgent

Call the Help Desk (4400) and follow the instructions for leaving an urgent message. An on-call manager will be paged immediately and will return your call at the earliest available time. If you leave a normal call-back message, your request will be handled on the next business day.

The TSS department strives to ensure that all computer and telecommunications hardware and software is operational 24 hours a day, 7 days a week. Scheduled interruptions are planned to minimize impact on users and have a notification sent before they occur.

If it is necessary to interrupt any service, prior notification is given wherever possible and interruptions are scheduled to minimize the impact on users. You can see scheduled maintenance events at TSS Maintenance Calendar.

Please use the Help Desk to report all computer related issues or to inquire about TSS services. Service requests are tracked using an online tracking system. Once the request has been entered in the system, customers may view the request status (administrative PCC Intranet connection required) by logging into Service Desk. (Your user name and password are the same as your MyPCC user name and password.)

Hours of Operation and Contact Information

End User Responsibilities

All employees are expected to familiarize themselves with PCC’s College Policies.

Security is the responsibility of all computer users and users are cautioned not to share system logins and passwords with others.

Computer users should also participate in related courses and training opportunities to ensure they have the necessary skills and understanding of the technology tools they use.

All employees are expected to follow copyright laws. PCC College Copyright statement, rules and guidelines

Services Priorities

The Help Desk prioritizes all requests according to the following table.

High

District-wide or entire campus problems causing a stoppage of work. Problems causing a complete stoppage of work for a classroom, department or workgroup.

Within 15 minutes of the call being received, an appropriate technical expert or team will attend to the issue and begin working on the problem. TSS staff will attempt to inform key individuals in affected departments of the status of the problem within 30 minutes, with status updates following.

Emergencies of this nature will take precedence over all other work.

Examples:

  • Failure of an enterprise application such as Banner or E-mail
  • Classroom instruction cannot continue
  • Departmental loss of network connectivity
  • Network printer failures when jobs cannot be rerouted
  • Application software problems that prevent multiple users from performance of work (i.e. failure of server based applications).
Medium

Department or group work impairment, or individual workstation failures resulting in complete stoppage of work for one individual. Individual work impairment.

Within 4 hours of the call being received, an appropriate technical expert or team will attend to the issue and begin working on the problem. TSS staff will attempt to inform key individuals in affected departments of the status of the problem within 4 hours, with status updates following.

Issues of this nature are frequently resolved by the Help Desk.

Examples:

  • Work related application failure such as an office application.
  • Technology failure preventing productivity such as a broken keyboard.
  • Loss of individual network connection
Low

Scheduled services, non-time sensitive requests and information requests.

Within a few days of the call being received, the appropriate technical expert or team will contact you.

Requests of this nature are handled as time allows.

Examples:

  • Upgrading an existing computer
  • Supported software installations and upgrades
  • Install computer equipment
  • Office moves
  • New user ID request