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Information Technology Help Desk

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.
 

Contact Us

Information Technology
Harold F. Johnson Library Center
Hampshire College
893 West Street
Amherst, MA 01002
413.559.5418
Fax 413.559.5419
helpdesk@hampshire.edu
 

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