The Information Services Help Desk

Click here for information on currently known technology issues.

Contact the Help Desk

The Help Desk provides technology support for computer equipment, printers, phones, wireless connectivity, classroom ePodium technology, network accounts and email for Cascadia employees and students. The Help Desk also has technology available for checkout and video editing stations that can be reserved for classwork or projects.


Main phone

425.352.8228 (2-8228 from on campus)

Email

helpdesk@cascadia.edu

Remote Assistance and Chat

support.cascadia.edu 

EMPLOYEE HELP DESK PORTAL

https://employee.helpdesk.cascadia.edu

STUDENT HELP DESK PORTAL

https://student.helpdesk.cascadia.edu

Location

CC2-171 (First floor of CC2)

   

Fall Quarter 2020 Hours

September  8 - December 16, 2020

Update - 6/18/2020 - In alignment with social distancing best practices, Information Services has suspended walk-up Help Desk support.  Information Services Staff will continue to answer phones, provide support via chat and email per the hours listed below.  We will have limited staff on campus  to continue to assist students and employees with equipment checkouts and drop off during curbside pickup/drop off events only.  Details on curbside equipment events can be found below. 

HELP DESK

Walk-up support, Remote Assistance, Equipment Checkout and Video Editing Bay Services available

Monday - Thursday
8:30 AM - 7:00 PM

Friday

8:30 AM - 4:00 PM

Saturday - Sunday
Closed

 

Walk-up support and Video Editing Bay Services are suspended while buildings are closed.

Equipment Checkout available via online request portal for both employees and students with curbside pick-up and drop off available on certain days and times.  Details can be found here.

 

CLASSROOM SUPPORT HOURS

Via phone, remote assistance or email only 

 

 

Classroom Support Hours are being tailored to support scheduled on premise classes.

   

Fall Quarter 2020 Help Desk Closures 

September 7, 2020

Labor Day

September 21, 2020

All Campus Meeting

October 27, 2020

Non-Instructional Day

November 11, 2020

Veterans Day

November 26, 2020

Thanksgiving

November 27, 2020

Native American Heritage Day


Staff

See Faculty and Staff Directory


Information Services Help Desk hours are condensed during class breaks due to building hours reduction and collaborative project work. Support will still be available via email.


To report classroom technology problems

If a problem occurs while you are teaching contact the Help Desk at 2-8228.  You can also get assistance by emailing helpdesk@cascadia.edu.  Please indicate this is for a class in session and the Help Desk will dispatch someone immediately.  If you experience issues with classroom technology before 8:30 a.m. or after 7:00 p.m., please follow the voice prompts for classroom support to reach the on call classroom support tech.

To get information on how to access your email, reset your password, access Zoom or use Cascadia's remote desktop (View) or VPN resources

This information and user guides can be located on the Accessing Accounts page on our website.  If you cannot find what you need or still need additional assistance, contact the Help Desk at helpdesk@cascadia.edu, via phone at 425-352-8228, chat or request remote assistance at support.cascadia.edu or via walk up on the first floor of CC2.  You may also use the Help Desk portal to submit a ticket if you know your Cascadia network account user name and password.

 


 

To get assistance with your ctcLink account

Information and user guides for students can be found on the ctcLink page on our website.  Information and user guides for employees can be found on the ctcLink page on go.Cascadia. If you cannot find what you need or still need additional assistance, contact the Help Desk at ctclinksupport@cascadia.edu, via phone at 2-8228, chat or request remote assistance at support.cascadia.edu or via walk up on the first floor of CC2.  You may also use the Help Desk portal to submit a ticket if you know your Cascadia network account user name and password.


 

To report general desktop computer, network and software problems

Contact the Help Desk at helpdesk@cascadia.edu, via phone at 2-8228, chat or request remote assistance at support.cascadia.edu or via walk up on the first floor of CC2.  You may also use the Help Desk portal to submit a ticket if you know your Cascadia network account user name and password.


 

To request remote assistance or utilize online chat

Remote assistance and chat support can be found at support.cascadia.edu .

Chatting with Information Service Staff and Participating in Remote Assistance (Accessible Word Document)


 

To borrow equipment for use (laptops, video cameras, webcams, still cameras)

For information on what equipment is available:

Email helpdesk@cascadia.edu, call 425-352-8228 (2-8228 from on campus) or chat with us at support.cascadia.edu.  Additionally, employees can check available inventory by visiting the Employee Checkout Equipment Available Dashboard  and students can check inventory by visiting the Student Checkout Equipment Available Dashboard.

To borrow equipment for use:

Students:  Please visit the Student Help Desk portal, log in with your Cascadia user name (user name only, do not include @student.cascadia.edu) and password, and select the appropriate option from what is presented.  You must be enrolled in courses during the current or upcoming quarter to access these resources and some items are only available to select programs of study.  The form will populate with your requested device and your information, though you won't see it.  You will be asked to choose a time to pick up your device from the curbside pick-up times available.  Curbside pick-up times will be closed 24 hours before so please plan on providing 24 hours' notice on all requests.  All communications related to your equipment loan will be done via your Cascadia student email so make sure you check it regularly.

 Due to our remote learning environment, all students will be allowed to checkout a laptop or Surface Pro for the entirety of the quarter (while supplies last) so weekly laptop options are not available. Media Equipment will still have limited lending periods due to limited supply.

Different types of equipment have different lending periods, requirements and terms of service.  Links to each of our Loan Agreements can be reviewed below.  Additionally, you will be emailed a link to these when your equipment is ready for pick up.  Please review the terms of these agreements and click "Approve" in the email you receive - otherwise, the equipment will not be issued to you.

Laptop Loan Agreements

BIT Mobile Applications Students

IDEA Students

Quarterly Laptops

Weekly Laptops

Other Equipment Agreements

Surface Tablets

Media Equipment (Cameras, Video Cameras, etc.)

 

Employees:  Please visit our new Employee Help Desk Portal , log in with your employee account (user name only, no employee\ or @cascadia.edu) and select "Borrow Some Equipment" to request equipment.  You will be asked to choose a time to pick up your device from the curbside pick-up times available.  Curbside pick-up times will be closed 24 hours before so please plan on providing 24 hours' notice on all requests.

Scheduled Curbside Equipment Drop-offs/Pick-ups:

Equipment Drop-offs have been scheduled for the following days and times:

Thursday, August 27th from 11:00 a.m. to noon

Tuesday, September 1st from 9:00 a.m. to 1:00 p.m.

Thursday, September 3rd from 3:00 p.m. - 4:00 p.m.

All equipment borrowed for spring and/or summer quarter must be returned to campus for updates and maintenance.  If you cannot make it to one of the time slots above, please email helpdesk@cascadia.edu as soon as possible and let us know so we can assist you with making arrangements.

Equipment checkout for fall quarter will begin the week of September 21st with the following days and times already scheduled:

Monday, September 21st from 9:00 a.m. to 10:30 a.m. and from 1:00 p.m. to 2:00 p.m.

Wednesday, September 23rd from 9:00 a.m. to 10:30 a.m.

Thursday, September 24th from 11:00 a.m. to 12:30 p.m.

Thursday, October 1st from 11:00 a.m. to 12:30 p.m.

Thursday, October 8th from 11:00 a.m. to 12:30 p.m.

 

During your designated time slot, please park in one of the short term parking spots at the north end of CC2 (across from the parking garage) and stay in your car so that we can establish safe social distancing.  An Information Services staff member will verify your identity and bring equipment to you in your car or collect your equipment from you.  Please bring your employee or student ID with you or another valid photo ID when picking up your equipment.

 

 


 

 

To reserve video editing bays for class or campus projects

For information on technology available or to reserve time in one of the video editing bays, email helpdesk@cascadia.edu, call 425-352-8228 (2-8228 from on campus) or chat with us at support.cascadia.edu. Editing bays are located at the Help Desk on the first floor of CC2 (opposite end of the hall from Kodiak Corner) and are only available for use during regular Help Desk hours.  Resources are limited and are on a first come, first serve basis with students getting priority booking.

3/20/2020 Update: Due to campus building closures, this service is currently suspended.

To report issues after Help Desk business hours

For issues that can wait until our normal business hours, contact the Help Desk at helpdesk@cascadia.edu or 2-8228.   You may also use the Help Desk portal to submit a ticket if you know your Cascadia network account user name and password.  

For system-wide outages (ie: The public web site is down or email is completely unavailable) please call the System Administrator On Call Phone at (425)492-4032. Note: After hours support is not immediate, but someone will return your call as soon as possible, usually within 2 hours.

To report eLearning technology problems (Canvas)

Please go to the Online Classrooms page for information on various eLearning products and how to get technical support or assistance.  You may also email helpdesk@cascadia.edu , call 425-352-8228 (2-8228 from on campus) or visit the Help Desk on the first floor of CC2 and we will forward your request to eLearning for follow up.  You may also use the Help Desk portal to submit a ticket if you know your Cascadia network account user name and password.