The ITG Help Desk is available Monday - Friday between the hours of 8:00 AM - 5:00 PM EST.
Since the Institute is opening the Fall 2020 academic term with a reduced number of staff members physically on campus, we ask that all support requests be submitted via email to firstname.lastname@example.org. When submitting support requests, please try to provide as many details as possible about your specific request.
Upon receipt of your support request, a member of the ITG Staff will review it and respond in one of the following ways:
- ITG Staff will contact you for additional information before beginning to work on the issue.
- ITG Staff will be work on the issue remotely and a message will be sent to you once the issue is resolved.
- ITG Staff will schedule a time with you for a TeamViewer or Zoom session.
- ITG Staff will schedule a time to come to campus to work on the issue.
If you plan to use your own personal desktop computer or laptop during the 2020-21 academic year, we ask that you install TeamViewer and Zoom on that device so that we can better assist you as necessary. TeamViewer is a fast and secure all-in-one solution for gaining access to computers and networks remotely. You can download TeamViewer here and Zoom here.
For issues that require a TeamViewer session be established, the ITG Staff will ask you to open TeamViewer and to provide him/her with your TeamViewer ID and Password. This information can be found on the TeamViewer main window under Allow Remote Control. Please see the image below to see where this information is located at. Since the TeamViewer password changes with each session, it is safe to send the password to the ITG Staff via email.
Once the ITG Staff member connects to your computer via TeamViewer, he/she will be able to see everything on your computer that you can see and will be able to assist you with the issue you are experiencing.
[Note: If you are using Mac OS X 10.14 or higher, you will need to grant TeamViewer access to Screen Recording and Accessibility before the ITG Help Desk Staff will be able to successfully interact with your computer. Please see the following webpage for additional instruction.]