Accessing Academy IT Support

Accessing Academy IT Support

IT Office Hours: 8AM-4PM

IT Staff are available electronically when they are off-site 

Please help IT Staff to perform more efficient in serving the entire Academy by following these guidelines:

Use the ticket system (https://desk.zoho.com/portal/sdsuapex/en/home)- this gives the IT staff information to serve you and ensure your needs are met. The ticket system should be used to:
  • Reserve technology
  • Report problems with technology (computers, LMS, website, phone, network, etc.)
  • Request equipment purchase
  • Report problems with print jobs (CD/DVD, USB, Disc label printer, laminator)
  • Request reports from Evaluation Team
  • Complete New Hire Checklists (Hiring Managers only)
  • Get answers to FAQs
Click on the Knowledge Base tab at the top of the page for information on almost any IT question you may have. 
  • General IT questions - beyond whats in the FAQs
  • Suggestions for improving IT (e.g. type of equipment, file structures/names, procedures, etc.) 
Update your Request via the ticket system if something changes. Click the link at the bottom of the emailed response you recieved from the Ticket System and add the change as a "Post Reply" at the end of the ticket. 
Please let us know when:
  • A training is cancelled (IT staff can reallocate equipment to others)
  • Location and/or date changes for when equipment is needed
  • Change or cancellation in the equipment needed
  • Change or additional issues regarding the problem you're asking support for. 
Return equipment ASAP (within a day) packaged in the same condition it was checked out of the office from. 

Call us for emergency situations: 619-594-2152 (this number works for both Riverside and San Diego offices)

Emergency situations are:
  • Equipment problems in training and conference rooms. 
    • Please read and implement tips on the instruction sheet first - you are onsite and have the potential to solve the issue faster than IT staff can arrive. 
  • If you see or smell smoke from a piece of equipment. 
  • Keyboard or mouse failure 
  • Your computer is the only one without network access or power
Hint: If you can easily submit a ticket - it's not an emergency situation. IT staff monitor ticket requests constantly, faster than stopping by the IT office or sending an email. 

In General:
  • The quickest way to contact IT is through the Ticket System 
  • Non-emergency request are handled on a first-come, first-served basis
  • Include detailed information on your ticket request so IT staff can assign equipment appropriate for the location. 
  • Use the Ticket System to let IT Staff know what's not working. For support requests, please state what the problems and symptoms are. (e.g. slow computer boot up, projector is making noise, keyboard is sticking, etc.)
  • When requesting equipment: 
    • Request equipment in advance - preferably one week in advance
    • Include in the subject field the checkout date & location where equipment will be used. 
    • Let IT Staff know of any problems with the equipment when it is returned (in-person) or via the link in emailed response from the Ticket System by adding the equipment issues in the "post reply" at the end of the ticket. 
    • For equipment check out from the Riverside office, use "Riverside - equipment request"


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