Information Technology Services > Help Desk

 

Help Desk

The New River Help Desk centralizes and prioritizes requests for assistance and they provide extended support for evening courses. You can reach our Help Desk (and the rest of the IT staff) by calling 304-929-6725 or emailing itsupport@newriver.edu. When you call that number or email that address we create a Trouble Ticket and assign it to a technician who will assist you as soon as possible.

Physically located on the Raleigh County Campus, the Help Desk can be reached by phone (304-929-6725), email (general questions = info@newriver.edu and technical questions = itsupport@newriver.edu), or by walking in if you are in the Beaver/Beckley area (Room 120). The Help Desk also works closely with staff who are deployed at each of our campus locations to provide the best overall customer support to the entire College community. So please contact your local campus IT support person for on-site assistance or our central Help Desk for remote assistance.

 

Requesting Help Desk Support

While the Help Desk staff tries to provide immediate service, we hope you'll be reasonable and expect that with a small staff we will sometimes need to prioritize the many requests we receive. This may at times cause a 1-3 day response time (or even longer for issues which aren't urgent). We try to provide extended technical support for evening classes and our Help Desk Schedule provides information about who is on duty throughout the week (and at which location).

The online Help Desk Trouble Ticket System (SpiceWorks) enables us to document your requests and communicate more easily with you throughout resolution. Students and employees may login directly to the Help Desk trouble ticket system to create a request for assistance.

 

 

Helpdesk Flowchart

 

 

Frequently Asked Questions

1. How do I create a Help Desk ticket?

Send an email to itsupport@newriver.edu with a description of your issue and some indication of how soon it must be resolved. Or just login to the portal and click the HelpDesk icon in the QuickLaunch area.

2. How will I know when a ticket is assigned to me (for Help Desk employees)?

You will receive an email message from itsupport@newriver.edu with a description of the issue, a ticket number, and a priority for how quickly you must complete it. You can also login to our ticketing system for updates.

3. Who needs to login to the Help Desk system (SpiceWorks)?

Only IT staff and student workers need to routinely login to the Help Desk system (helpdesk.newriver.edu) but it is available to everyone at New River. The credentials used for accessing the Help Desk are the same as for the Active Directory (email). Logging in to the system provides you with access to the online Knowledge Base of prior issues and resolutions.

4. How do I update a ticket with information about what I've done to resolve the issue?

You login to the Help Desk system and Add Notes to your ticket.

5. How do I close a ticket after I've completed the task?

You login to the system, and choose Close Ticket. To help expand the Knowledge Base, before you close the ticket be sure to include a description of what you've done to resolve the issue. Your ticket won't automatically be added to the knowledge base but Brian will choose the one's to add.

6. What are the responsibilities of a Help Desk Technician?

Our first hiring priority is for work-study eligible students, since they have financial aid awards that we can use to pay them. Then, depending on our budget, we hire current students as Regular Student Employees. Our final priority, depending on budget availability, is to hire prior or future students as part-time Help Desk Technicians. All Help Desk Technicians have the same general responsibilies (see responsibilities).

 

 

New River Logo

 

Email: info@newriver.edu | Phone: 304-929-6725 | 280 University Drive, Beaver, WV 25813-8987 | Updated: February 11, 2020