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Contacting IT for Help

There are a number of ways to request help from us, depending on the nature of the situation.

Faculty and Staff Can Enter an IT Ticket
For non-emergencies, enter and track your own IT work orders in our ticketing system. Entering work orders for IT is pretty simple, especially when you're entering them for yourself:

  1. Go to https://thehub.hampshire.edu (for a shortcut on campus, try typing just "thehub" into your browser (without the quote marks).
  2. Log in using your HampNet ID.
  3. Select "Faculty" or "Employee."
  4. From the IT Trouble Tickets section select "Enter an IT Trouble Ticket."
  5. You will be asked to verify your name, location, etc.
  6. Choose the type of work from the drop down list at the bottom and click submit.
  7. If this is a computer problem, you will be given a list of computers assigned to you to choose from (if appropriate--you can select "none" if it's not related to a specific computer).
  8. Finally, you'll be asked for a description of the problem. Try to be specific and clear about the problem, but don't fret: if we have questions, we can always contact you.
  9. Submit the work order and you're done!

You can track the work order from TheHub, too. Just select "Trouble Ticket Status Inquiry," and you'll be given a selection of work orders from which to choose.

Anyone Can Send Us an Email
If your problem doesn't require immediate help, and you're not able to enter a work order, you can send us an email at mailto:helpdesk@hampshire.edu.

Need Help Immediately?  Call Us
Our IT helpdesk phone is staffed M-F from 8:30 a.m. through 4:30 p.m., though closed for lunch from 12 p.m.-1 p.m. Reach the helpdesk at 413.559.6087.

TheHub
To report problems with TheHub, call x5718 or email thehub@hampshire.edu.

Student Diagnostic Center
The center is open for drop-in M-F, 10-6, for software help including virus and spyware removal, as well as some hardware diagnosis. In-warranty hardware repairs, however, cannot be done. The Student Diagnostic Center can be reached at x6602.

If you bring your computer to the SDC:

  • Bring your power adapter for laptops.
  • Bring any CDs that came with the computer.
  • For desktop computers, it is not necessary to bring your keyboard, mouse, or monitor.

After Hours Support
Regular Information Technology hours are 8:30 a.m.-4:30 p.m., Monday-Friday. Some critical services are also available on weekends. For full details on after hours support, please read our after hours support policy. It provides detailed information on what support is provided after normal business hours and how to get it.

 

 
 

© 2014 Hampshire College 893 West Street Amherst, MA 01002 . 413.549.4600