Support

Your first step for support is to fill out a request: USU Service Desk

By putting in a request for service through the Service Desk system, you ensure your request is tracked and worked on in the timeliest manner. You also have access to your request(s), your request history (open and closed) and the knowledge base.

Support Services at the Help Desk

Support Topics

Supported Systems and Software

Operating Systems

Please note: Because of Security issues, OCIO does NOT support Home Editions of any Operating Systems. In addition, Microsoft VISTA is NOT supported on DoD networks. Please ensure you request the installation of Windows XP or Windows 7 Professional Operating System.

Software

Supported Hardware

Desktop Computer - Minimum Specs Supported

Laptop Computer - Minimum Specs Supported

Configuration

After Hour IT Emergency Support

"After Hour IT Emergency Support" refers to support activities that take place during non-business hours. The supported functions are usually the result of an act that could cause major Automated Data Processing (ADP) damage to the Uniformed Services University's core computing center.
 
Emergency requests are identified as:
 
A flood
Power failure (UPS) and/or
an air conditioning problem that could detrimentally affect computer/network equipment
 

Normal Business Hours are:

Monday through Fridays 7:00 a.m until 6:00 p.m.
 
When an IT-related emergency occurs after hours, contact Security (295-3038) who will then contact the "on-call" IT staff

NCS Support

The Helpdesk tracks requests for NCS computers and provides assistance for ALL NCS computers. Issues should be submitted to the Helpdesk. When submitting your trouble call please provide the serial number of the CPU or monitor requiring service. This information can be found on the top of the casing.
 
If it is a hardware related problem (e.g., problem with ports, keyboard, monitor....), the Helpdesk opens a trouble ticket with NCS and tracks the call until closed.
 
If it is a software related problem then the Helpdesk responds to the call.

Academic Support

Sakai Support
 
The Uniformed Services University's Sakai Learning Management System can be accessed at https://learning.usuhs.edu. A username and password are required to access the system. Passwords can be reset from the Sakai home page. All support requests should be directed to sakaihelp@usuhs.edu.

Mobile Devices

Mobile devices are only supported on the .EDU network.

MDL

Cache Accounts on Lecture Hall Computers: Can the lecture hall PCs be used during a network outage?

A. Yes, only if you were one of the last 10 people to log into that machine. Cached accounts are enabled on all lecture rooms and classroom machines. If you were one of the last 10 people who successfully logged into one of those machines and the machine lost connectivity you would be able to login again.

Room Requests

MDL Schedules

OCIO
Help Desk Home
Accounts
Documentation Guides/Reference
IT Approvals Equipment/Phones
IT Policies and Procedures
Software / MEEC
Support

Contact Information
 
4301 Jones Bridge Road
G074
Bethesda, Maryland 20814
Voice: Comm (301) 295-9800
DSN 295-9800
help@usuhs.edu