How to Get Technical Support: Faculty & Staff Guide

Owned by Aeoleon Bryant
Last updated: Nov 18, 2024
2 min read

This guide explains how faculty and staff can request technical support, including submitting a support ticket and contacting the technical support team by phone. Follow the steps below to ensure your issue is addressed promptly and efficiently.

Purpose

To provide a clear process for faculty and staff to obtain technical support for issues related to computers, software, networks, and other IT-related concerns.

Step-by-Step Instructions

1. Submitting a Support Ticket

Submitting a ticket is the preferred method for non-urgent issues as it ensures proper documentation and tracking.

  1. Access the Support Portal

    • Open a web browser and navigate to the IT support portal: help.fscj.edu.

    • Log in using your faculty/staff credentials (e.g., your institutional email and password).

  2. Create a New Ticket

    • Click the "Submit a Ticket" button on the portal's homepage.

    • Fill out the required fields, including:

      • Issue Title: Provide a short and descriptive title (e.g., "Unable to Access Network Drives").

      • Description: Describe the issue in detail, including:

        • Steps taken when the issue occurred.

        • Error messages (if any).

        • How the issue is impacting your work.

      • Category/Department: Select the appropriate category from the dropdown menu (e.g., "Software Support").

      • Attachments: Upload screenshots or relevant documents, if applicable.

  3. Submit the Ticket

    • Review the information you’ve provided to ensure accuracy.

    • Click “Submit”.

  4. Track Your Ticket

    • After submission, you’ll receive an email confirmation with a ticket number.

    • Use this ticket number to track the progress of your request via the portal.

2. Calling Technical Support

For urgent issues that require immediate attention, calling technical support is the fastest option.

  1. Locate the Support Phone Number

    • The technical support phone number is 904-632-3151.

    • Available hours: Monday-Friday, 8 AM - 6 PM. Please note: these are our standard business hours, and we may be closed for holidays and school closures.

  2. Prepare Before Calling

    • Have the following details ready:

      • Your name and department.

      • A brief description of the issue.

      • Your device type (e.g., desktop, laptop, mobile) and operating system (e.g., Windows, macOS).

      • Any error messages or recent changes made to your system.

  3. Call and Report the Issue

    • Dial the support number and follow any automated prompts.

    • Explain the issue to the technician and answer any follow-up questions to help them diagnose and resolve the problem.

3. Getting Help While in the Classroom

If you are a faculty member or Adjunct Instructor in the classroom and require immediate technical assistance:

  1. Locate the Classroom Phone

  • Each classroom is equipped with a phone for faculty use.

  1. Use the Speed Dial for Local Campus Tech Support

  • The phone has a speed-dial option labeled "Campus Tech Support" that connects directly to your local campus support team.

  1. Prepare and Report the Issue

  • Clearly explain the issue to the technician.

  • Provide details about the equipment or system in question, such as the projector, computer, or internet connectivity.

Additional Information

  • Self-Help Resources: Visit the Knowledge Base for guides, FAQs, and troubleshooting steps that may resolve your issue without needing further assistance.

  • Follow-Up: If your issue isn’t resolved or you have additional concerns, reply to your ticket email or call support to update the status of your request.