Student Help Desk FAQ

(simply click on your question to view answer)

• *Where is the Student Help Desk Located?
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  • - The Shippensburg Student Helpdesk is located on the first floor of the Mathematics and Computing Technolgies Center in lab MCT054.
    
  
  
  
• *What is the phone number to the Student Help Desk?
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  • - The Shippensburg Student Helpdesk can be reached from any on-campus phone by dialing extension 1639.  Phones located off-campus, including cell phones, will need to dial (717)-477-1639 in order to reach the helpdesk. A Student Helpdesk Support Technician will answer the call during hours.  If the user is calling in after hours, they will need to leave a detailed message that includes their name, a phone number where they can be reached, and a brief description of the issue.
    
  
  
  
• *What is the e-mail address for the Student Help Desk?
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  • - The Shippensburg Student Helpdesk can also be contact via e-mail from any computer with a valid internet connection.  The Shippensburg Student Helpdesk e-mail address is helpdesk@ship.edu.  This e-mail address is checked multiple times throughout the day even over the summer months.  Therefore, a user can contact the Student Helpdesk anytime and expect a prompt and professional response to their inquiry.
    
  
  
  
• *When is the Student Help Desk open?
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  • - The Shippensburg Student Helpdesk is open Sunday thru Friday during the week. The hours are as follows:
    
    

    Monday	8:00am -9:00pm
    Tuesday	8:00am - 9:00pm
    Wednesday	8:00am - 9:00pm
    Thursday	8:00am - 9:00pm
    Friday	8:00am - 9:00pm
    Sunday	5:00pm - 9:00pm
    Saturday	Closed

  
  
  
• *Who is eligible to benefit from the services provided by the Student Help Desk?
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  • - The Shippensburg Student Helpdesk is responsible for providing technical support and troubleshooting services to all Students attending Shippensburg University during the current semester who are able to present a valid student ID prior to services being provided.
    
  
  
  
• *What services are provided by the Student Help Desk?
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  • - The Shippensburg Student Helpdesk provide technical support and troubleshooting assistance with all issues relating to:

  • - Fixing Network Connectivity Issues

    - Removal and Cleanup of Virus/Spyware Infections

    - Installation of University-Provided Software

    - Installation and Configuration of McAfee Antivirus

    - Testing in-room Ethernet Connections

    - Miscellaneous technical questions/issues

  
  
  
• *Is there anything that the Student Help Desk will not be able to help me with?
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  • - The Shippensburg Student Helpdesk will not be able to assist with hardware malfunctions/defections.  The Shippensburg Student Helpdesk will evaluate the machine in question and will attempt to make a determination as to whether the issue is hardware-related or software-related.  Should the issue be software-related, support will be given when possible.  However, should the issue be hardware-related, the Shippensburg Student Helpdesk will refer the user to their computer manufacturer for additional assistance.
    
  
  
  
• *Is there a way for me to get reimbursed if the printer does not process my job correctly?
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  • - Yes, there is a way to be reimbursed.  You will need to fill out a Print Charge Dispute Form.  After you provide this information, your submission wil be reviewed within two business days and your account will be credited if your submission is approved.  To fill out a form, click here:  Print Charge Dispute Form
  
  
  
• *What is malware and how do I keep myself protected from a malware infection?
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  • - Malware is the name that has been given to any malicious software that is built to cause damage to a user machine, computer network, server, etc.  This includes all virus, spyware, adware infections, etc.  A good way for a user to stay protected from a malware infection is to ensure that their system is up-to-date with all recent security patches and is running an up-to-date antivirus solution on their system. The best way for users to protect themselves against malware infections is to only visit sites that are known to be reputable and only download files where you know the source and are certain of the material included in the dlownload.  For additional information (including tools) regarding keeping a system protected from malware, users should visit the Student Helpdesk site regarding Helpful Computer Tools .