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IT Service Desk Hours

By drinkuthkh
Posted on 25 March 2020 | 2:47 pm

Due to the “Stay at Home” order issued by Charleston City Council, the IT Service Desk Bell 525 walk-up location will be closed after 4:00 p.m. today and will remain closed until April 9.

Support via telephone, email, and chat will remain on a regular schedule of 7:30 a.m. to 10:00 p.m. Monday through Friday and 2:00 p.m. to 10:00 p.m. Saturday and Sunday.

If you have any questions, please contact the IT Service Desk by chat https://chat.help.cofc.edu, email itservicedesk@cofc.edu, or phone 843.953.3375.

IT Service Desk Walk Up Hours During e-Learning

By drinkuthkh
Posted on 17 March 2020 | 6:48 pm

The IT Service Desk Bell 525 walk up location will be open 8:00 a.m. to 4:00 p.m. Monday through Friday during the modified schedule e-learning period. Support via telephone, email, and chat will remain on a regular schedule of 7:30 a.m. to 10:00 p.m. Monday through Friday and 2:00 p.m. to 10:00 p.m. Saturday and Sunday.

If you have any questions, please contact the IT Service Desk by chat https://chat.help.cofc.edu, email itservicedesk@cofc.edu, or phone 843.953.3375.

Campus Continuity

By drinkuthkh
Posted on 13 March 2020 | 12:03 pm

The Division of Information Technology recommends that students, faculty, and staff become familiar with the technology tools available for learning, teaching, and working remotely. A new page, Campus Continuity, is available at continuity.cofc.edu listing resources and tools.

The Division of Information Technology would like to introduce the new IT Service Desk. Beginning August 2019, all services previously offered by the IT Helpdesk, Student Computing Support, and Telephone Services will now be provided by one unified team. With the IT Service Desk, students, faculty, and staff will be able to access services by chat, email, phone or at any of our three walk-up locations (Bell Building, Addlestone Library, and Education Center).

IT Service Desk

 

IT Support Services Spring Break Hours

By drinkuthkh
Posted on 15 March 2019 | 3:12 pm

The Information Technology Support Services Education Center Atrium location will be closed during spring break, from Friday, March 15 at 4:00 p.m. until Monday, March 25 at 9:00 a.m. If you require assistance, visit our other walk up desk locations in Bell Building 525 or Student Computing Support at the Addlestone Library Information Desk.

The IT Helpdesk will be available via telephone, email, or chat during our normal business hours of Saturday and Sunday 2:00 p.m. – 10:00 p.m. and Monday through Friday 7:30 a.m. – 10:00 p.m.

 

Winter Break Hours

By drinkuthkh
Posted on 13 December 2018 | 3:38 pm

The College of Charleston IT Helpdesk will be operating in a limited capacity Saturday, December 22 through Sunday, December 23 and again Wednesday, December 26 through Sunday, December 30. The IT Helpdesk will be monitoring chat at help.cofc.edu and email at helpdesk@cofc.edu. The IT Helpdesk will not be available via telephone on these days. As always, an on-call technician will be available for faculty and staff emergencies outside of the hours listed. Normal hours resume on Wednesday, January 2, 2019.

 

 

Reminder: Register Now for Self-Service Password Reset 

By drinkuthkh
Posted on 11 December 2018 | 1:31 pm

A follow-up to our November message to remind you to register for Self-Service Password Reset.

If you haven’t already, take a few minutes before leaving for winter break and register your account for Self-Service Password Reset. We know it’s a busy time of year, but many people leave for break and forget their passwords once they return to campus. In fact, 60-70% of the Helpdesk’s call volume at the beginning of each new semester is attributed to password resets.

Complete the one-time registration process now, and in the future if you forget your College of Charleston password, you can reset it on your own, without contacting the Helpdesk.

To begin the Self-Service Password Reset registration process:

1. Visit http://password.cofc.edu/ and click Register Your Account. Alternatively, you can also register your account by following the More Information Required prompt that pops up when you first attempt to log in to Office 365 applications (such as Outlook, OneDrive, Teams, Via TRM, etc.) with your College of Charleston credentials.

2. You need two validation methods to register your account – personal phone number (mobile, office, or home); personal email address; or mobile authenticator app.

Step-by-step instructions are available here and are also available under the Resources and Tutorials section of the password.cofc.edu page.

If you need further assistance with Self-Service Password Reset, contact the Helpdesk by email helpdesk@cofc.edu, chat help.cofc.edu, or phone 843.953.3375.

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Frequently Asked Questions about Self-Service Password Reset:

We’ve compiled a list of frequently asked questions from the campus community, along with helpful tips and instructions for setting up Self-Service Password Reset.

1. I haven’t had a chance to set up Self-Service Password Reset; or I started the process, but did not complete it. Now, I can’t access any Office 365 applications.
All users must register their accounts for Self-Service Password Reset. In addition, if you do not register your account with two validation methods during the setup process, you will continue to receive prompts asking you to do so and may not be able to access Office 365 applications, including Outlook. Once you have successfully registered your account, you will not be prompted again for at least six months (when the system will prompt you to verify that your information is still up-to-date).

2. During the Self-Service Password Reset registration process the mobile authenticator app automatically defaults as a validation method, do I need to use the app?
You do not need to use the mobile authenticator app as a validation method. You can change the methods you would like to validate with by clicking Choose security info and first changing the Second Method from phone to email, then changing the First Method from authenticator app to phone (see steps 2 and 3 of instructions).

3. I would like to use the mobile authenticator app as a validation method, how do I set this up?
If you chose the mobile authenticator app as a validation method, you will need your computer and mobile phone to set it up. Install the Microsoft Authenticator app on your Android, iOS, or Windows Phone at https://www.microsoft.com/en-us/account/authenticator. Once installed, open the app, on the Accounts screen, select Add account. Then, select Work or school account and scan or manually enter the QR code displayed on your computer screen (see step 4 of instructions).

4. I don’t have a personal email address to use. What should I do?
We recommend setting up a free email address such as a Gmail account. Setting up a free Gmail account (https://accounts.google.com/signup) for example, only requires a first name, last name, and birthday (phone number is optional).

5. I don’t have a mobile phone number or don’t want to use mine for this process.
You can use a mobile, office, or home phone number to set up Self-Service Password Reset. However, using an office or home phone for validation may limit your ability to change your password in the future if that line is not available. Information Technology is looking into alternatives that can be substituted for the use of mobile phones in special cases.

6. I have Multi-Factor Authentication set up through my bank and this seems like a similar process. What’s the difference between Multi-Factor Authentication (MFA) and Self-Service Password Reset (SSPR)?
MFA is a two-step process that requires users to verify their identity using a secondary method after entering their username and password, each time they are performing sign-in transactions from off campus. MFA adds an additional level of security for protecting accounts. MFA has not been rolled out to the campus as a whole, it has only been enabled for a few groups, such as Information Technology, IT Ambassadors, and Senior Leadership who have opted in to the service. We hope to offer MFA to faculty and staff in the spring. In contrast, SSPR is a one-time registration process. Once setup, users can reset, unlock, and change their College of Charleston passwords in the future, without contacting the Helpdesk.

 

Windows 10 Upgrade Now Available

By drinkuthkh
Posted on 5 December 2018 | 10:52 am

The Division of Information Technology is working to transition all College-owned computers to Windows 10. The upgrade to Windows 10 must be made in order to comply with Microsoft’s phase out of Windows 7 support.

All classroom, lab, and student-area computers have already been upgraded to the new version. In addition, all new computers purchased and any computers reimaged by Information Technology are being loaded with Windows 10. Faculty and staff are invited to upgrade their College-owned desktops and laptops to Windows 10 now, ahead of the June 2019 deadline.

If you would like to upgrade your College-owned computer to Windows 10 now, submit a request to the Helpdesk at cofc.teamdynamix.com using your College of Charleston credentials and someone from Information Technology will contact you.

At an upcoming date, IT will offer a training for faculty and staff members to become more familiar with Windows 10 changes. Contact the IT Helpdesk with questions or concerns by email helpdesk@cofc.edu, chat help.cofc.edu, or phone 843.953.3375.

Self-Service Password Reset Now Available

By drinkuthkh
Posted on 28 November 2018 | 2:53 pm

Earlier this month, the Division of Information Technology announced the roll out of a new feature called Self-Service Password Reset. This functionality is now available and will enable you to reset, unlock, and change your College of Charleston password on your own.

To use this service, you must first register your account using a phone number and personal email address. You may also choose to download and use the mobile authenticator app as one of your validation methods instead. This is the information that will be used to validate your identity should you need to reset or change your password in the future.

You can register your account by visiting password.cofc.edu and clicking Register Your Account. Step-by-step instructions and a video overview of Self-Service Password Reset are available under the Resources and Tutorials section of that page (instructions are also linked here). You can also register your account by following the More Information Required prompt that pops up when you first attempt to log in to Office 365 web applications (such as Outlook web access, OneDrive, Teams, Via TRM, etc.) with your College of Charleston credentials.

If you need further assistance with Self-Service Password Reset, contact the Helpdesk by email helpdesk@cofc.edu, chat help.cofc.edu, or phone 843.953.3375.

 

Thanksgiving Break

By drinkuthkh
Posted on 20 November 2018 | 10:50 am

The IT Helpdesk will be operating in a limited capacity Friday, November 23 – Saturday, November 24. The IT Helpdesk will be monitoring chat at help.cofc.edu and email helpdesk@cofc.edu. The IT Helpdesk will not be available via telephone on these days. As always, an on call technician will be available for faculty and staff emergencies outside of the hours listed. Normal hours resume on Sunday, November 25.

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