ITS Help Desk Afterhours Support Procedure for System-Wide Issues

Introduction

The on-call procedure described below is meant to address contingencies during off-hours that may affect a large group of users or widespread system issues. When the ITS Help Desk is closed (see our hours of operation), users can still call our number (914-773-3333) and report system-wide outages that are affecting multiple users. The on-call IT staff are then notified and will investigate the reported issue. If it is affecting an entire system used by multiple individuals, they will take the necessary steps to address the issue.

Please note: Only critical and/or widespread IT system/service outages will be addressed by on-call technicians. Anything that is determined to be an individual issue and/or submitted via a ticket will be handled during normal business hours when the Help Desk staff return.

Instructions

To report a widespread or critical issue afterhours or during a holiday, follow the steps below:

1. Call (914) 773-3333 and listen to the menu options (see item ‘c’ below). 
   1. Press 1 to obtain our regular hours of operation
   2. Press 2 to leave regular voicemail message for the ITS Help Desk
   3. For more critical system issues, use the prompts below to leave a detailed message describing the issue and a contact number where you can be reached for follow-up or further information.  Your recorded voicemail will be forwarded to the on-call technicians. 
      1. Press 3 to report an outage to the Banner systems such as Banner Admin Pages, Banner Self-Service, E-Procurement, TouchNet, or Batch Operations
      2. Press 4 to report an outage to the Brightspace/Classes LMS, E-Mail, the Pace Homepage or Pace Portal
      3. Press 5 to report an outage to the network, wireless, phone system, or cable TV affecting an entire floor or building 
   4. Press 9 to hear the menu options again

For other individual issues, please place a ticket via itshelpdesk.pace.edu, or email pacehelpdesk@pace.edu, and the ticket will be handled in the regular manner during normal business hours when we return.  

For self-help with individual issues, try the IT Knowledge Base:

• For instructions on a number of individual topics or issues, please search this IT Knowledge Base.  Below are some regularly-viewed articles.
  • Account Unlock (Note: You must answer your preset security questions on file)
  • Account Security Question Changes
  • Updating Personal Email Address in Pace Portal
  • Password Change
  • Password Reset (Note: You must have a personal email address on file in your Pace Portal)
  • Password Guidelines
  • Password Change to Pace-Owned Mac Laptop Remotely
  • Password Change to Pace-Owned Windows Laptop Remotely
  • Duo (MFA): First Device Enrollment
  • Duo (MFA): Manage Your Devices (Note: If changing/upgrading to a new smartphone, read this first!)

ITS Help Desk