Frequently Asked Questions

Q: How is my desktop support request prioritized once I open a problem ticket with 5-Help?

A: MSPH technicians receive many requests for help daily. Although support is normally provided on a first-come, first-served basis, there are instances when problem tickets are reprioritized:

Computer failure has resulted in the user's inability to perform vital components of their job
Computer failure is impacting an important deadline, such as a grant proposal submission
A computer virus has been detected that must be immediately quarantined

In order to respond to critical problems, such as those described above, some non-urgent requests may be assigned a lower priority. However, at no time will you lose your place in the desktop support queue. Lower priority requests can include requests for new application installations and lack of Internet connectivity.

Q: Who should I call if I have a computer emergency?

A: 5-Help. 5-Help is not an answering service. It is a direct line to a computer technician who will diagnose and try to fix your computer problem over the phone. Trying to track down a computer technician via other means will only result in a delay of service.

Q: If I have a problem with my laptop, where do I bring it to?

A: Your first step for all computer related problems is to contact 5-Help to open a problem ticket. In turn, 5-Help will arrange for one of the MSPH technicians to contact you. At that time, if necessary, a technician will make an appointment with you to look at your laptop either at your office or ours.

Q: Who can I call if I need to cancel or reschedule a desktop support appointment?

A: Please call 305-4051.

Q: Who can I call if I have general desktop question or concern?

A: To get general information, you can call 305-4051. If your call concerns the status of a 5-Help problem ticket, please call 5-Help or check the status of your ticket online at: http://www.cubhis.org/IC/support_center/online_request.html

Q: Is it possible to borrow a computer to use while mine is being repaired?

A: Currently, we do not have the resources to provide loaner computers. However, we hope to be able to offer this service in the future.

Q: Can I call Desktop support for problems with audiovisual equipment, such as an LCD projector?

A: Departments are responsible for their own AV troubleshooting. However, if you have an emergency and a desktop technician is available, we may be able to help. Your best bet for help with audiovisual issues is to call Biomedical Communications. Their staff is trained in troubleshooting AV equipment, and they are therefore better able to address your issue quickly. Their support number is (212) 305-8356. Please be advised that they may charge a nominal fee for an onsite visit.

Q: Who do I contact if I have a Web site related issue or question?

A: No. Questions about the Mailman School Web site should be directed to MSPHwebmaster@columbia.edu

Q: Is there a suggestion box available where I can send my comments/suggestions about School desktop support services?

A: Yes. Simply send an e-mail to: desktopfeedback@columbia.edu. All comments are reviewed by the IT team.

Q: Who do I call for help with my PDA?

A: CUIT 5-Help technicians can provide set-up and troubleshooting support for both Treo and Blackberry digital assistants. You can also find set-up and troubleshooting information from the manufacturers at:

Treo: http://www.palm.com/action/redirectByDevice/deviceSelect.html Blackberry: http://www.discoverblackberry.com/personalize/blackberry101/

Unfortunately, Mailman School Desktop Support does not currently support PDAs. We hope to offer this service soon, and will post an announcement as soon as the service becomes available.