Help Desk

Send an email to the SSCC Help or (sscchelp@seattlecolleges.edu). This ensures that your problem is properly logged, assigned and tracked. If email is not an option for you, you can call us at 206-934-5844. This may take a little longer to get into our queue.
This approach could significantly delay getting things resolved. ITS team members have flex schedules; get sick and take vacations. Please use the Help Desk.
ITS receives approximately 300-350 “official” requests for service on a monthly basis. Some of these problems are simple issues that can be resolved in minutes and others can take days. Our highest priority is assigned to student/instructional outages where there is no short-term fix available. Our next highest priority is assigned to our access to the HP300 and to the Internet. Our next highest priority is assigned to a localized outage where multiple people are down in the same office or area. Our lowest priority is assigned to minor issues that do not directly have a detrimental effect on students or production. Additionally, requests for new services will generally have a lower priority than restoring a service already in production.
The ITS team is put in the unenviable situation where we need to assign priorities so that we can address the truly urgent issues. We realize that any outage may appear to be urgent, depending upon your perspective. We try our best to be fair and keep to our motto of “students first.” If you truly disagree with how we prioritize your ticket, you can contact Thary Khun or Josh Grant our IT Interim managers.


New Employee Network Account

New employee network accounts should be requested by the hiring department manager or their delegate. Requests for network logon accounts should be routed though the Helpdesk (sscchelp@seattlecolleges.edu).


Managing E-Mail Accounts

There is an online tool we can use to manage e-mail accounts. Use the following link: https://inside.seattlecolleges.com/adtool/ Select “Enter AD Tool” Login using the password you use for email and the intranet.
There is an online tool we can use to manage our e-mail accounts. Use the following link: https://inside.seattlecolleges.com/adtool/ Select “Reset my Outlook Email Passphrase” (You will need to use your email address, SID and PIN for this to work) Should you not have your SID and PIN information, then contact your hiring department to request a new password, and IT will work with them.


District EIR (Electronic Information Resource) Policy

This policy establishes measures for acceptable use of Seattle Community College District's electronic information resources. All District Electronic Information Resources and all information placed on said resources are the property of the District and the electronic information resources at the District are to be used only in a manner that supports the educational mission of the District. The District's mission statements encourage learning, research, creativity, teaching, and the free exchange of ideas in a climate of openness and sharing.

All Electronic Information Resource users are required to read, understand and comply with this policy and its related procedures. Use of a college EIR constitutes an agreement to abide by this policy and its procedures.
All electronic hardware, software and associated data that support or include the following: administrative information systems; desktop computing; library automation; multi-media, data, video and voice networks, including Washington State Department of Information Services (DIS) SCAN network; phone terminals; voice mail; electronic mail (E-mail); Internet access; scanners; electronic publications, including video; or any similar electronic based medium. The use of these resources is a privilege, not a right. It is the user’s responsibility to use these resources in a manner that is efficient, ethical and legal.


Wireless on Campus

Our wireless network is expanding. Please go to the Open Lab for a coverage map. Generally speaking, public (not instructional) areas are targeted for our wireless signal.
Our wireless network is targeted to our students. This frees them to study and do research where they are most comfortable on campus. Wireless users need a login on the student network to connect. The wireless network is not acceptable for work connectivity due to performance and security issues.
Generally yes. This depends on where the event/meeting will be held. Refer to the coverage map. You will need to work with ITS to get a special password that will provide access to the network.
We do this to protect the state’s assets. Since we are an open campus, anyone can come here. We are charged by every bit of traffic on our network by our ISP. This would equate to giving away state resources. As a state agency, we are forbidden to do so. We also want to ensure that we restrict unauthorized connections to our network as a security measure. The special password ensures that only students and other authorized people are accessing these resources.


Printers on Campus

Our campus has a contract with Quality Business Systems (QBS) for printer maintenance on the majority of our networked campus printers.

On each printer that is covered by this contract, is a sticker with contact information on it.

QBS has asked that when a service call is made to them, to always provide the following information.

  • Contact name:
  • Phone:
  • Location:

In addition alerting the IT team would be helpful. Use the SSCC Help email to notify us that you have made a service request.

Please note that if a printer in a Student Computer Lab malfunctions… contact IT…we will make the service call.



Purchasing IT Technology

As of 2006, ITS now has ownership and responsibility for all computers, printers etc. on campus. You would want to contact the ITS if you want something new. We will consult with you and explore options.

The college is trying to move purposefully forward with a Technology Plan so that the technology on campus is cost-effective, supportable and adequately addresses our mission and goals. The plan becomes useless unless the technology is managed centrally. The total cost of ownership of our technology on campus is directly linked to ITS’ ability to support it.
It can take a few weeks to get things through the District’s Purchasing process.
Not exactly. When people make purchases outside of the procedure, it may take more time for us to get it working for you. We may also request that you return the purchase as it may fall outside of our standards for the campus.
Sorry, we can’t do that. We suggest you contact computer manufacturers and identify yourself as a college employee. You may be provided with a discount. However it is wise to shop around and compare these prices against those big box stores that have acres and acres of computers for sale. You may be surprised.


Donations

One company’s cast-offs may not be the bargain it appears to be. This technology has already come to the end of its effective lifecycle. It may not be suitable for instruction or employee use. It also becomes a liability for us. These boxes may require heroic efforts to keep running and they also bring with them disposal/recycling costs. No donations will be accepted unless the ITS approves along with the Foundation. Please work with the Foundation to learn more about donations before accepting one.
Your department could be liable for its immediate disposal/recycling costs.
Absolutely. There are logistical issues linked to accepting software. Please work with ITS before accepting a software donation.


General Questions

Our department has lots of technology (computers, PDAs, software, etc.) that would be considered attractive and can be easily carted-away. New computers come to our office before they get installed elsewhere on campus. We also do repair work on college computers at our desks. Because we are a service organization, we are frequently away from the office and these state assets are unattended.
This committee provides the ITS director with guidance and suggestions for ITS strategic direction and its priorities. The committee has representation from students, instruction, administration and staff members. It meets twice a quarter with the ITS director.
In general, computer labs are currently reserved and scheduled in Meeting Room Manager. Certain people on campus have scheduling rights for the computer labs and they consult with the IT team to co ordinate software and hardware needs.
In the past, we did not adhere to the Seattle District’s policy for inactivity time-out. However, we are audited for this very important security policy. We are now in full compliance of this policy. We realize that this creates a challenge for some employees. Unfortunately, there are no exceptions allowed within the policy. You can keep your computer from timing out by using it or by simply moving the mouse during the 15 minutes of inactivity. The reason we do this is to protect students, employees and the college from misuse of computers and our data.