Information Technology Help Desk

413.559.5418
helpdesk@hampshire.edu
Monday-Friday, 8:30 a.m.-4:30 p.m. 

Before you call, please be prepared to provide the following information

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

Perform the following diagnostics if appropriate to your problem

• Turn your computer or device completely off, then on.
• Check cables, phone line, and power supply for loose connections.
• Make sure "caps lock" isn't accidentally turned on.
• Make a careful note of any error messages you are getting.
• Network problem? See if you can connect to at least one other website and to an off-campus website.

 During the Call

• Be sitting in front of the computer.
• Carefully note any instructions or execute any specific commands.
• Give as complete and accurate information as you possibly can.
• 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?
• 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 to whom you speak.