Student Tech Support

Information Technology offers a service to provide technical support for undergraduate students. When students have questions or are experiencing problems with their computers or the network, they may request assistance from fellow students who are employed by the Information Technology department. Known as I.T. (Information Technology) Assistants, their availability to answer questions is for a finite number of hours according to a schedule, to supplement the times when regular Information Technology Help Desk staff are on duty.

I.T. Assistants are experienced undergraduate students residing in Stevens residence halls, trained by the IT department to troubleshoot and respond to specific technical problems and questions. They will create a "trouble ticket" for your problem or request, and will resolve your problems/answer questions themselves, whenever possible.

Services they may help you with include:

• Troubleshooting problems connecting to/using your computer on the campus network
• Configuration and installation of software installed/supported by the IT including Windows XP, McAfee, Outlook (IMAP or POP), and more
• Pipeline account password resets.
• Instructions and help with your Stevens notebook.
• Help with creation of web pages and setting up web pages.

Hours when one or more IT Assistants may be on duty during the academic year are:

• 7:00 PM until midnight Monday through Friday
• Saturday afternoons
• Sundays from 5:00 PM until 10:00 PM

Hours may vary when student staff are unexpectedly unavailable.

Spring 2005 hours - Coming soon!

I.T. Assistants are there to help you. But, since they are students as well, they work only a limited number of hours. Please be considerate of these students (and their roommates) by not contacting them directly except during their individually scheduled hours.

Please do only one of the following to report your problem or to request technical support:

• Create a request for assistance: www.stevens.edu/helpdesk
• Call the Help Desk x5500
• Or, use one of the following AIM names: StevensITA1, StevensITA2, StevensITA3, StevensITA4, StevensITA7, StevensITA8, StevensITA12

Please Include:

• Your name (speak clearly if leaving voicemail)
• Residence hall telephone number (required)
• Pipeline username
• Name of residence hall and room number
• Describe your problem, with error messages, if any.

Someone will pick up your voicemail or email message shortly and, either resolve the problem or attempt to contact you. We may need to troubleshoot and document the facts concerning your problem. A trouble ticket will be assigned to your request, so staff can do appropriate follow-up.

I.T. Assistants support students residing in Stevens-owned residence halls (Castle Point Apartments, Davis, Hayden, Humphreys, Lore-El Center, Palmer, and Technology Hall) and all Greek houses. A technical support "house call" will be scheduled (if/when the situation warrants one). Many problems and service requests can be handled remotely.