NY Tech Campus IT Support Overview
The ITSD provides IT Support for the NY Tech campus faculty, staff, and students. The NY Tech campus uses the same services as the Ithaca campus.
Service Pages and Online Resources
CIT’s NY Tech Campus IT & Computing Resources Guide: https://it.cornell.edu/nyctech
ATC’s NY Tech Course Technologies site: http://nytechdoc.cit.cornell.edu/
COECIS ITSG: https://it.cornell.edu/coecis
COECIS ITSG Support Ticket: https://help.coecis.cornell.edu (NetID required) or via email to helpdesk@cs.cornell.edu
NY Tech Campus: http://tech.cornell.edu/
Support
The IT Service Desk will provide Level 1 and Level 2 support for all end users at the NY Tech campus for IT Services which WE CURRENTLY SUPPORT and HAVE DOCUMENTATION. The ITSD will also provide support for AV technology at the NY Tech campus. All incidents and/or requests for hardware or software support will be escalated to the COECIS ITSG as described in the escalation section below.
NetID Provisioning
- If a user is from NY Tech Campus and is requesting a NetID. Employees at the NY Tech Campus are treated the same as employees on the Ithaca Campus.
- Contractors, consultants, and other individuals who are supporting the NY Tech Campus qualify for a sponsored NetID
System Compromises
If a user reports a virus, Trojan or any suspected system compromise, DO NOT ATTEMPT REMEDIATION. The ITSG is required to first assess the potential for data loss and take action based upon those findings. When system compromises are reported, set priority to high and escalate to the ITSG per the procedures below.
Troubleshooting AV Issues
Level 2 Support Staff can follow these quick troubleshooting steps to try to solve the problem immediately.
AV System Troubleshooting
- Check cable connectivity.
- Confirm that the system is powered on.
- Confirm the correct Source Input is selected on touch panel.
- No sound but the image is displayed
- Confirm that the Audio Selection check box is selected for the source.
- Confirm that mute is not enabled.
- Confirm that the Program volume is turned up.
Panapto Troubleshooting
- Panopto Recording does not have audio
- Confirm that the USB cable is plugged in.
- Confirm that the microphones are not muted.
- Confirm that the correct audio source is selected in Panopto.
- Panopto Recording does not have camera video
- Confirm that the USB cable is plugged in.
- Confirm that the correct video source is selected.
Workarounds for AV Equipment Issues
If AV issues can't be solved immediately and it's not possible to move the class or event to another room, there are temporary solutions that can be put into place:
| Problem with |
Suggested Workaround |
| Projection |
Set up a portable projector and connect the projector directly to the computer |
| WebEx |
Establish a phone call with a PolyCom speaker phone |
| Video conferencing |
Establish a phone call with a PolyCom speaker phone |
| Panopto |
Setup a camcorder to record the presenter and projected image |
| In-room sound reinforcement |
Ask the instructor or presenter to speak up
or
Setup the portable sound system
|
Escalation
The ITSD will provide Level 1 and Level 2 support for all CIT services at the NY Tech campus. The COECIS ITSG will provide support for all desktop and laptop computers, installed software, and printers. TDX Assign Workflow - Move Ticket To: CoeCIS IT App
IMPORTANT: AV technology issues are a high priority. See AV Escalation Policy for more information.
| For questions or problems with: |
Escalate to: |
| Desktop computer, laptop computer, or printer |
Escalate to the COECIS ITSG.
TDX Assign Workflow - Move Ticket To: CoeCIS IT App
|
| Classroom or course technologies including Panapto and Blackboard |
Course technology support is a high priority
Escalate to Academic Technologies:
Call 255-9760
Email atc_support@cornell.edu
|
| AV equipment in classrooms or conference rooms |
AV support is a high priority
During August & September, escalate to CoeCIS staff.
After September, escalate to IAVE for instruction
|
| Phones |
Escalate to NCS Operations Support:
Call 255-5500, option #2
TDX Assign Service Request to Request Fulfillment
|
| Network (wired and wireless) |
Escalate to NCS Operations Support:
Call 255-5500, option #2
TDX Assign Service Request to Request Fulfillment
|
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