Client Services Prioritized Support January 13 - January 31 2025

  ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Client Services Prioritized Support January 13 - January 31 2025

  ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Client Services Prioritized Support January 13 - January 31 2025

 ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Client Services Prioritized Support January 13 - January 31 2025

 ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Priority Support for January 18 - February 8, 2023

ITS Client Services will be providing priority support to classroom issues and network support requests from Wednesday, January 18th - Wednesday, February 8, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Priority Support for January 18 - February 8, 2023

ITS Client Services will be providing priority support to classroom issues and network support requests from Wednesday, January 18th - Wednesday, February 8, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Priority Support for Aug 29th-Sept 16th

ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 29th - Friday, September 16, 2022.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Additionally, please take note of the following office limited support and closure times for our Client Services offices. We appreciate your understanding as during these times you might experience some delays in response time. 

RLC Office (South Campus) 

• Limited Staffing

• Monday: 7:30am - 1:30 pm, 2:30pm - 6:00 pm

• Tuesday: 12:00pm - 3:30pm

• Thursday:  7:30am - 1:30pm, 3:30pm - 6:00pm 

• Friday: 7:30am - 10:00am

• Physical Office CLOSED (No Walk Ins. Time for ticket resolution may be longer than normal.)

• Monday: 6:00pm - 7:00pm

• Tuesday: 12:00pm - 1:00pm, 6:00pm - 7:00pm

• Wednesday: 7:30am - 9:00am, 6:00pm - 7:00pm

• Friday: 7:30am - 8:00am

Jasper Office (North Campus)

• Limited staffing  

• Monday: 7:30am - 9:30am; 3:00 pm - 7:00pm

• Wednesday: 7:30am - 11:00am

• Thursday: 9:30 am - 11:0 am

• Friday: 3:00pm - 5:00 pm

• Physical Office CLOSED (No Walk Ins. Time for ticket resolution may be longer than normal.)

• Monday: 1:15pm - 3:00pm

• Tuesdays: 7:30am - 12:30pm

• Wednesdays: 3:15pm - 5:00pm 

• Thursdays: 7:30am - 9:30am, 1:15pm - 3:00pm 

These dates / times are subject to change and we will update the community with any changes as they happen. We apologize for any inconvenience.

Client Services Requests Phone Only Until Single Sign On (SSO) Fixed

Update: As of 8:38AM Single Sign On (SSO) is back up.

Due to the Single Sign On (SSO) outage ITS Is unable to login to our ticketing system. If you need immediate assistance, please call (718)862-7973. We will update this post when SSO becomes available.

ITS PRIORITY SUPPORT AUGUST 30 - SEPTEMBER 10, 2021

ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 30 - Friday, September 10, 2021.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Keeping the Community Safe: Mandating Green Pass for ALL In Person Interactions

 In a continued effort to keep the community safe, ITS is mandating current Green Pass be displayed for ALL in person interactions with ITS team members.  If a current Green Pass is not displayed the appointment will need to be rescheduled until a current Green Pass is displayed.  Please be prepared to show your pass on initial contact with ITS team members going forward.

Welcome Back! Spring Semester IT Services Announcements

Happy New Year! We would like to welcome everyone back to campus and trust everyone had a relaxing and restorative winter break.

ITS Winter Updates

Client Services and Operations had a very productive winter break by working hard to stay on top of all maintenance and support of technology for staff and students during the intersession. We are grateful for all the hard work they do year round! 

Training Request Reminder

ITS would like to take the time to remind you that you may utilize the Training Department as a resource by requesting trainings. If you would like to request a training you can do so by emailing its@manhattan.edu or requesting a training through the MC Service Catalog by selecting "IT Training Services" under categories. 

We hope you have a great semester and make sure to be on the lookout for helpful tips and tricks in our upcoming blog posts! 

ITS STARS Update:

A Student Technology And Resource Specialist (STARS) is a Manhattan College student who exemplifies Lasallian values by utilizing their unique skill set to assist members of the Manhattan College community. A STAR has a combination of excellent interpersonal communication skills and technology knowledge. STARS show compassion when working with members of the community who are having technical difficulties. STARS have been going through ongoing training this Fall and upgrading their technical skills in order to offer even stronger support to the Manhattan College community. Managers are organizing training and a student management hierarchy with the continued goal of a 90% student run Client Services department in the upcoming Spring 2021 semester.

Reminders

Have a question? Check out our Knowledge Base first.

The ITS Service Catalog is a great resource!

The best way to get in touch with a Client Services representative is an email to its@manhattan.edu 
or a phone call to x7973 (718-862-7973) 

Email and voicemail for this line go to our ticketing system so we encourage you to leave a message.

Note: 

• The RLC and Jasper ITS offices are open but are closed for drop in's, appointments only. 
• If you have an appointment please remember to wear a mask or you will not be allowed to enter the office. 
• ITS representatives will still be going into to classrooms to respond to classroom issues. 

Please follow these instructions to update your personal email address:

How to Update Your Personal Email.

Remember that IT Services will never ask you for your password.

We encourage you all to please reset your computer password and provide the temporary password to ITS prior to dropping it off at Client Services. If you do not do this prior, please allocate an extra 5 minutes to work with a Client Services representative so that we can assist you in changing your password when working with us. Upon completion of work on your computer, please allocate another 5 minutes so that a Client Services representative can assist you in changing your password back to its original state. This is necessary in order to safeguard your password. Remember that you should never give your password out to anyone under any circumstances. Note that the same procedure holds true when you are requesting assistance with one of your Manhattan College accounts. For more details about best practices for keeping your information secure at Manhattan College click this Cyber Safety link found on the ITS website.

Client Services can NOT lend out equipment to students. If a student needs equipment for a project, they must have a Manhattan College employee sign out equipment on their behalf. Note that the Manhattan College employee is responsible for that equipment.

Client Services can provide short-term loaner equipment such as laptops and projectors by reservation. Note that if equipment is needed long term, it should be purchased via your department.

In lieu of loaning certain cables and remotes, Client Services has installed commonly used VGA and Audio cables as well as projector remotes in all yet-to-be-renovated classrooms. Network cables will be provided to faculty upon request. Faculty requiring other specialty cables or adapters (such as Apple VGA adapters) should contact Client Services for assistance purchasing this equipment as they are not stocked or provided by Client Services.

The Client Services office does not work on personal computers. We will train employees and students and instruct them on how to fix their computers, but personal computers cannot be dropped off for service. No personal items should ever be left in any of the Client Services offices.

Please remember to plan event setups in advance. We work with limited resources so we cannot always complete last minute requests.

Client Services currently has 2 convenient locations: Jasper Hall, Ground Floor, North Side & RLC 103C. Please stop by the location closest to you. As a reminder at this time the offices are only open by appointment. Please wear a mask once you have received confirmation of an appointment from a member of the ITS team. 

Client Services Hours of Operations can be found here.

Computer Lab Hours can be found here. Please note that ITS encourages you to use Remotely.

Campus-owned computers are purchased with hardware support provided by the manufacturer. ITS will diagnose and determine whether manufacturer hardware support is needed. For the fastest service, clients are also able to contact the manufacturer directly to access hardware support and replacement.

Your feedback helps us improve our service and should be sent to: Tell ITS

Don't forget to add us to your Google+ circles +ITS.  Follow us on Twitter @MC_ITS and Instagram mc_ITS.

Check out our Manhattan College ITS Blog.

Thanks and wishing everyone a productive semester on behalf of the ITS team!

ITS PRIORITIZED SUPPORT JANUARY 27 - FEBRUARY 10, 2021

 ITS Client Services will be providing priority support to classroom and network support requests from Wednesday, January 27 - Wednesday, February 10, 2021.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

 ITS Client Services will be providing priority support to classroom and network support requests from Monday, August 31 - Friday, September 11, 2020.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS PRIORITIZED SUPPORT AUGUST 31 - SEPTEMBER 11, 2020

 ITS Client Services will be providing priority support to classroom and network support requests from Monday, August 31 - Friday, September 11, 2020.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Client Services Return to Campus Guidelines

With ITS Client Services returning to campus, we have implemented some procedures that will

strictly enforce social distancing in the offices.   In order to provide the safest environment possible

for Client Services team members and clients, we have implemented the following guidelines:

• Walk-ins to any Client Services office are strictly prohibited.
• We will continue to default to remote support whenever possible.
• In person sessions will be limited to (PPE must be worn by all parties):
• Appointments determined not to be solvable remotely
• Event Setups
• Classroom issues
• Training Sessions that can not be provided remotely (ex: Classroom technology training)
• In person appointments must be limited to 15 minutes to limit exposure
• This means that personal device support may not always be feasible since the client is expected to stay with the device.
• Office doors will be locked.  Clients with appointments will need to knock for entry at their specified appointment time.

Client Services Coverage for the Rest of the Spring Semester [Online Only]

As the college is experiencing some disturbances to its normal routine, ITS would like to take this time to update you about our support plan for the duration of this disruption to normal operations. We are striving to keep our support as smooth and regular as possible. We are also asking you to understand that we are taking precautions by practicing social distancing, to keep everyone safe and healthy. Please keep this in mind as you are reading our updates.

• All physical Client Services office locations will be closed for the duration.  There will be no physical on campus support resources.

• You will need to submit tickets either via email at its@manhattan.edu or, for more rapid replies, use this request form. We will not have anyone answering phones, but will reply to voicemails. The fastest way to reach us is to use this request form.

• We are striving to maintain our normal staffing coverage remotely. As per usual, coverage is reliant on student availability.

• Please also keep an eye on our blog posts and announcements as the situation changes minute by minute, we will update the blog to communicate any changes to operational status. Please follow these instructions to subscribe to the blog.

Welcome Back! Spring Semester IT Services Announcements

Happy New Year! We would like to welcome everyone back to campus and trust everyone had a relaxing and restorative winter break.

ITS Winter Updates

Client Services and Operations had a very productive winter break by working hard to stay on top of all maintenance and support of technology for staff and students during the intersession. We are grateful for all the hard work they do year round! 

ITS New Training Coordinator and Training Request Reminder

Susanne Leavey, a 2015 Graduate of Manhattan College, began in her new position of "IT Training Coordinator" on January 3rd, 2020. ITS would like to take the time to remind you that you may utilize the Training Department as a resource by requesting trainings. If you would like to request a training you can do so by emailing its@manhattan.edu or requesting a training through the MC Service Catalogue by selecting "IT Training Services" under categories. 

We hope you have a great semester and make sure to be on the lookout for helpful tips and tricks in our upcoming blog posts! 

ITS STARS Update:

A Student Technology And Resource Specialist (STARS) is a Manhattan College student who exemplifies Lasallian values by utilizing their unique skill set to assist members of the Manhattan College community. A STAR has a combination of excellent interpersonal communication skills and technology knowledge. STARS show compassion when working with members of the community who are having technical difficulties. STARS have been going through ongoing training this Fall and upgrading their technical skills in order to offer even stronger support to the Manhattan College community. Managers are organizing training and a student management hierarchy with the continued goal of a 90% student run Client Services department in the upcoming Spring 2020 semester.

Reminders

Have a question? Check out our Knowledge Base first.

The ITS Service Catalogue is a great resource!

The best way to get in touch with a Client Services representative is an email to its@manhattan.edu 
or a phone call to x7973 (718-862-7973) 
Note that email and voicemail for this line go to our ticketing system so we encourage you to leave a message

Please follow these instructions to update your personal email address:

How to Update Your Personal Email.

Remember that IT Services will never ask you for your password.

We encourage you all to please reset your computer password and provide the temporary password to ITS prior to dropping it off at Client Services. If you do not do this prior, please allocate an extra 5 minutes to work with a Client Services representative so that we can assist you in changing your password when working with us. Upon completion of work on your computer, please allocate another 5 minutes so that a Client Services representative can assist you in changing your password back to its original state. This is necessary in order to safeguard your password. Remember that you should never give your password out to anyone under any circumstances. Note that the same procedure holds true when you are requesting assistance with one of your Manhattan College accounts. For more details about best practices for keeping your information secure at Manhattan College click this Cyber Safety link found on the ITS website.

Client Services can NOT lend out equipment to students. If a student needs equipment for a project, they must have a Manhattan College employee sign out equipment on their behalf. Note that the Manhattan College employee is responsible for that equipment.

Client Services can provide short-term loaner equipment such as laptops and projectors by reservation. Note that if equipment is needed long term, it should be purchased via your department.

In lieu of loaning certain cables and remotes, Client Services has installed commonly used VGA and Audio cables as well as projector remotes in all yet-to-be-renovated classrooms. Network cables will be provided to faculty upon request. Faculty requiring other specialty cables or adapters (such as Apple VGA adapters) should contact Client Services for assistance purchasing this equipment as they are not stocked or provided by Client Services.

The Client Services office does not work on personal computers. We will train employees and students and instruct them on how to fix their computers, but personal computers cannot be dropped off for service. No personal items should ever be left in any of the Client Services offices.

Please remember to plan event setups in advance. We work with limited resources so we cannot always complete last minute requests.

Client Services currently has 2 convenient locations: Jasper Hall, Ground Floor, North Side & RLC 103C. Please stop by the location closest to you. We encourage you to call first to be sure that someone is available as we are constantly assisting the Manhattan College community.

Client Services Hours of Operations can be found here.

Computer Lab Hours can be found here.

Campus-owned computers are purchased with hardware support provided by the manufacturer. ITS will diagnose and determine whether manufacturer hardware support is needed. For the fastest service, clients are also able to contact the manufacturer directly to access hardware support and replacement.

Your feedback helps us improve our service and should be sent to: Tell ITS

Don't forget to add us to your Google+ circles +ITS.  Follow us on Twitter @MC_ITS and Instagram mc_ITS.

Check out our Manhattan College ITS Blog.

Thanks and wishing everyone a productive semester on behalf of the ITS team!

ITS Client Services Limited Resources During Certain Times in the Spring 2020 Semester

ITS Client Services will have limited resources during certain times in the Spring 2020 semester; these time slots are:

Jasper ITS Office:

Mondays   11:30 am – 2:00 pm

Thursdays   1:00 pm – 3:00 pm

RLC ITS Office:

Mondays   7:30 am – 11:00 am

Tuesdays   12:30 pm – 2:00 pm

Wednesdays   7:30 am – 9:00 am

Fridays   7:30 am – 12:00 noon

During the above times, priority support will be given to classroom and network support requests.  Please plan accordingly.  We apologize for any inconvenience.

ITS Prioritized Support January 14 – 24, 2020

ITS Client Services will be providing priority support to classroom and network support requests from Tuesday, January 14 - Friday, January 24. Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Prioritized Support 8/26-9/6

ITS Client Services will be providing priority support to classroom and network support requests from Monday, 8/26 - Friday, 9/6. Response times for all other requests will be slower than normal.  We apologize for any inconvenience.