Help Desk Support

Union’s IT department strives to keep our practices aligned with Union’s Mission and Vision.  To aid in achieving this goal, Help Desk Support is organized into three broad categories of service; general help, emergency, and training.

General Help
General Help Desk support is meant to be a single point of access for questions regarding Union software and systems.  Students, faculty, and staff can contact the Help Desk during our regular hours for answers to basic questions and directions on how to find more in-depth information.  While the Help Desk staff will make every effort to return messages left during our regular hours, all calls and emails received before 5pm Monday-Friday will be returned the same day.

Emergency
Emergency support includes system and academic emergencies.  

System emergencies include widespread disruptions to network or phone service.  Support is provided 24 hours a day, 365 days a year.  

Academic emergency support is setup to provide after hours and holiday assistance with time sensitive general Help Desk questions.  Examples may include course or email access, submitting assignments or posting to a course forum.  Individuals will need to leave a detailed message, phone or email, which includes their Union ID number, nature of the emergency, and contact information.  These messages can be left at any time.  The on-call staff member will screen all messages left and emergency issues will be handled between the hours of Noon and 5pm eastern standard time.

(Please note that staff covering academic emergency support hours do not have the full resources of the Help Desk available to them.  For this reason, after hours calls that do not constitute an emergency will be returned when regular business hours resume.  Examples may include access to future courses or future course material, training needs or a system functionality question, as well as issues that require input from a third party who may not be available on weekends and holidays.)

Training
Training support is provided in the form of help guides, videos, tutorials, workshops, and seminars.  They are designed to empower our students, faculty, and staff as they navigate our ever increasingly technical world.  Training materials can be found on the HELP Desk tab.  Information on Professional Development courses for faculty and staff can be found on the Faculty tab.  For one-on-one or group training, please schedule an appointment with the Help Desk.  If you or your department is in need of additional training, please send your suggestions to the Help Desk at help@myunion.edu.