Information Technology

About Help Desk

Purpose

The Information Technology Help Desk provides assistance to Southeast Tech faculty, staff, and students in the use of computer-related technology. We answer questions about computer hardware and software, networking, accessing the network from off-campus, obtaining an e-mail/network account, and much more. If your request is better handled by someone with more expertise in a particular area, Help Desk staff members will refer you to the appropriate technical contact. No appointment necessary.

The primary function of the Help Desk is to assist students, faculty, and staff with computer technology issues. We do not offer assistance to students regarding class or computer programming assignments.

Help for programming and class assignments may be found by contacting the Learning Resource Center.

What To Expect After Initial Call

• A work order will be created and an email will be sent to the customer containing a work order number and priority status.
• An attempt will be made to solve the problem during first contact.
• If the problem cannot be resolved, an IT staff member will be dispatched to resolve the problem.
• If the problem requires outside resources, more time may be needed to resolve the problem.
• After resolution of the problem, an email will be sent to the customer outlining the steps taken to solve the problem. Along with that will be a short feedback form for the customer to complete and send back to IT. Please note: The feedback form will be used to improve the process of serving our customers.

Priority Categories

Serverity	Description	Resolution time
Level 1	Critical system is down. Functions not usable. No workaround or alternative is available. Data is corrupted. Many end users are affected. Regulatory/legal deadlines will be missed.	1 Hour
Level 2	Some functions are usable with severe restrictions. No workaround or alternative is available. Several end users affected.	1-2 Hours
Level 3	Basic functions are usable with minor restrictions. Workaround or alternative is available. One or more users affected.	1 Business Day
Level 4	Minor problem, items not currently available. Functions are usable. Defect is cosmetic or simply a nuisance.	3 Days

Contact Information

#1 If your email is working we ask you to email your problems to helpdesk@southeastmn.edu That mailbox goes to all IT no matter where we are. If email is not functioning call the numbers below.

Red Wing	Winona
507.453.2408	507.453.2408
Monday - Thursday:	Monday - Thursday:
7:30AM to 7:00PM	7:30AM to 7:00PM
Friday:	Friday:
7:30AM to 4:30PM	7:30AM to 4:30PM

To speak to a specific person in the IT department, please see Staff & Schedules.

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