Technology Support Services/Community Network Structure

General Support - Phone/Email Only

• OSU Computer Helpdesk

Community Network Support

• On Campus CN Support
• Off Campus CN Support

General Support

The OSU Computer Helpdesk provides computer support to all OSU students, staff, and faculty.  Student consultants are available by phone or email (541-737-3474;
).  Fall, Winter, Spring term hours are Monday through Thursday, 8 a.m. to 7 p.m.; Friday 8 a.m. to 5 p.m. Summer term and intersession hours are Monday through Friday, 8 a.m. to 5 p.m.

The OSU Computer Helpdesk is a "quick help" service available to students, faculty & staff. The student consultants provide "how-to" assistance on a variety of operating systems and software products. They can also provide initial troubleshooting expertise with problems related to internet tools, software applications, email, and ONID accounts. Please see the "Software Assistance" link on the OSU Computer Helpdesk web site for detailed information (http://tss.oregonstate.edu/OCH). If the helpdesk is unable to resolve your question or problem they will escalate it to your Community Network support team.

»OSU Computer Helpdesk

e-mail:
phone: 541-737-3474
web: http://tss.oregonstate.edu/OCH

»Team Members:

• Chris Sinnett, Manager
• Lucas Friedrichsen, Information Technology Consultant
• Student Consultants

Community Network Support

Your Community Network support team serves Community Network customers only and provides support for workstation and network-related problems. We also offer "in-depth" consulting services for faculty & staff computing needs. We are available to Community Network customers for on-site visits or individual tutoring. Examples of questions to send to your CN support team include operating system problems (i.e - computer won't boot), printing problems, application problems (i.e. - Word crashes), email and network problems (i.e. - can't log in), or assistance in selecting a new computer system. 

The Community Network Support team is currently split into several groups to help serve you better.  The CN Base Support team is your first line of support; they answer phone and e-mail requests for help and attempt to resolve issues with remote contol technologies. If an on-site visit is needed, a Base team technician will dispatch a technician from the CN Field Support team who will come to your desk and fix the problem. The CN Off Campus Base Support team and Off Campus Field Support team work in close partnership with their on-campus counterparts to provide similar a support experience to the CN supported departmentes located off of the main campus in Corvallis.

»

e-mail:
request for help : Click here to submit a request for help
phone: 541-737-8787
»Base team managers:

• Mary Brock , IT Manager
• Dave Nevin, IT Manager

»

»Field team managers:

• Mary Brock , IT Manager
• Dave Nevin, IT Manager

»

e-mail:
Off Campus phone: 541-737-4177 - (Create an online request)
Cascades phone:541-322-3160 - (Create an online reqeust)
»Team Members:

• Lucas Turpin, IT Manager
• Ken Howard , Information Technology Consultant
• Bill Tyrer, Information Technology Consultant

»

»Team Members:

• Lucas Turpin , IT Manager
• Richard Turk, Information Technology Consultant (housed at Chancellors Office on U of O campus)
• Greg Chilcote, Information Technology Consultant (housed at OSU Cascades Campus)

»Additional Notes

The Community Network has designed a user support structure to facilitate swift resolution of user’s computer problems. This support structure is available 8 a.m. - 5 p.m., Monday through Friday. After hours emergency Community Network support is available from 6 a.m.-8 a.m. and 5:00 p.m.-10 p.m., Monday through Friday and 6 a.m.-10 p.m., Saturday and Sunday. This support is only for network issues, not standard user support.

All departments using the Community Network are asked to follow the recommended user support structure for requesting assistance, unless the department has made alternate arrangements with its IT Manager. Each department is asked to establish a primary contact, or Local Resource Person, that will collect requests for the department and send them to the appropriate network support staff. The Local Resource Person will help the Community Network to meet each department's needs by dispersing new information, collecting and prioritizing requests, giving us access to locked departmental offices, and communicating general departmental feelings and computing needs to the IT Manager or DCA. Generally, we suggest that the department's Office Manager be the Local Resource Person.