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 with whom you speak.
After Hours Support
Call the switchboard at 413.549.4600 in case of failure with the phone system, network, or IT-supported servers during non-business hours.