413.559.5418
helpdesk@hampshire.edu
Hours: Monday-Friday, 8:30 a.m.-4:30 p.m. 
 
Before you call, please have the following information ready:

• Your name, extension, and location
• The type of computer you're having a problem with (Macintosh/PC)
• Operating system (Mac OS X, Windows XP/Vista, Linux, etc.)
• A description of the problem or question

Perform the following diagnostics:

• Turn your computer completely off, then on.
• Check cables, phone line, and power supply for loose connections.
• Make sure "caps lock" isn’t accidentally turned on.
• Make sure you're using an Ethernet cable (8-pin connector) and not a phone cord (4-pin connector).
• Make a careful note of any error messages you are getting.
• Net connection problem? See if you can connect to at least one off-campus website, or browse the campus network.

 During the Call

• Be sitting in front of the computer and have paper and pencil ready.
• Carefully note any instructions or execute any specific commands.
• Give as complete and accurate information as you possibly can. The help desk staff is not psychic.
• Indicate anything you’ve recently changed on your computer, whether you think it’s related or not. Have you installed new software, added a new printer, spilled coffee on the keyboard? Was this change made before the problem occurred or after?
• Think creatively about what your computer is or isn’t doing and the potential reasons why.
• Don't be afraid to ask the support person to slow down or go over something again if you do not understand.
• Get the name of the person you speak to.