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Calvin Information Technology HelpDesk

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The Calvin Information Technology HelpDesk serves as the primary point of contact for all Information Technology services and provides consistent communication and support for these services in a professional, competent, and timely manner.

The CIT HelpDesk is the place to start for all of your computer, printer, telephone, and cable television problems or questions. To report a problem with any of these services or to get help using supported software please call the HelpDesk at x6-8555 or send an email to helpdesk@calvin.edu.

Location
Hours
Student Services
Student Employment
Problem Resolution
Feedback

Location

The HelpDesk is located directly inside the main Calvin Information Technology offices. We are located on the 1st Floor of the Hekman Library - HL 106 - behind the ITComputer Lab.


Hours

During the school year, the HelpDesk phones, voicemail, and emails are monitored from 7:30am - 5:00pm Monday through Friday.

The HelpDesk office is open for walk-ins from 8:00am - 5:00pm Monday - Friday.

During the summer, the HelpDesk phone, voicemail, email, and walk-in hours are 8:00am - 4:30pm Monday through Friday.

* Hours are subject to change during campus breaks.


Reporting problems and requesting new services or products

The CIT HelpDesk is the primary point of contact for reporting all telecommunication, computer and network problems and when requesting a new IT service or product for Calvin-owned computers. You will not be told to call somewhere else unless the call is for products or services we are unable to support.

When you contact the HelpDesk:

  • Please identify yourself (first and last name) and your department so we can record your call
  • Please be as specific as possible about your problem. It's very helpful if you are able to take a screenshot and let us know about any error messages you receive.

Not sure where to go for help?

You may contact the HelpDesk and we will direct you to the correct on or off campus resource.

Problem Resolution

The HelpDesk strives to resolve as many problems as possible before involving other areas of CIT. When necessary the HelpDesk assigns work orders to another CIT team.

The goal in resolving a hardware and/or software issue is to return your computer back to a standard functioning level in the most time-efficient manner possible. In some cases the most time-efficient manner is to reimage your computer. A reimage is the process of erasing everything from your hard drive then reinstalling the standard CIT image along with any additional CIT provided software. A reimage is necessary if your operating system becomes damaged or corrupt, or if a problem will take more than four hours to troubleshoot and repair. Before we perform a reimage we will attempt a backup of your documents and files and will consult with you on what you need to backup.

If a problem takes over four hours to troubleshoot and repair we will contact you and offer to reimage your computer. You have the right to refuse the offer to reimage your computer and can continue using it in the current state.

Customer Responsibilities

Work Orders - Each time anyone contacts the HelpDesk a work order is entered in our work management system. You are sent a confirmation of the work order via email with the appropriate work order information.

Work Order Information - If the information found in the work order confirmation is not correct, please contact the HelpDesk with the accurate information.

Work Order Number - Please retain the work order number in case you need to call the HelpDesk again.

HelpDesk Recommendations - You have the responsibility to operate your telecommunication and computer equipment and use your computer software in a competent manner. In some cases we will recommend that a customer either take a class when offered or refer to documentation available. We encourage you to follow through on our recommendations.


HelpDesk Services for Students


Student Employment Opportunities

The CIT HelpDesk offers several employment opportunities for Calvin students. Keep an eye on CalvinLink for job postings.

We are always accepting new applications! For a list of student employment options, job descriptions, and to submit our online application, see our Student Jobs page.


Customer Feedback

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Getting e-mails from <CSISurveyMailer@thinkhdi-csi.com>? Yes, they are legitimate. Please visit this page for more information about what they are and why you are receiving them.
Periodically, the HelpDesk asks our customers to complete a customer satisfaction survey. We do this because we want to hear from you. If aspects of our services are not working for you, we want to hear about it so we can improve our services to the Calvin community. We also offer a survey at the completion of each work order for you to comment on our service.

Comment on our Quality of Service - Let us know how we can serve you better. Send us an email at helpdesk@calvin.edu.

Service Problems - If you experience a problem with our services please let us know immediately. If our services are working well for you, we want to hear that too. Problem resolution should follow this path:

Step 1 - Contact the HelpDesk
helpdesk@calvin.edu, x6-8555

Step 2 - Contact the Assitant Director of Technology Support Services
Bill Vriesema
bvriesem@calvin.edu, x6-6762

Step 3 - Contact the Director of Information Technology
Brian Paige
bp28@calvin.edu, x6-6758