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For support: call extension 5-Help (212-305-4357) or email us
 
 
Faculty and Staff FAQs
 

Technical Support

How do I contact technical support?

The CUMC IT Service Desk is the main technical support group for faculty, staff and students at CUMC. You can call extension 5-Help (212-305-4357), email 5help@columbia.edu, or stop by the Service Desk on the 2nd floor of the Hammer Building above the Library.

What are the hours for technical support?

The CUMC IT Service Desk hours are:

Hours Contact Information
  • Monday - Friday: 8:00am to 5:00pm*
  • Saturday: 9am to 5pm
  • Sunday: 10am to 6pm
* Phone support is from 7:30am to 7:00pm; due to construction in the area for Summer 2016 the Student walk in desk is temporarily located in Hammer LL1-104 and will close at 5pm Monday through Friday

Can I bring my computer to CUMC IT Service Desk if I need help?

Faculty and staff should not bring computers to the Service Desk without prior approval by CUMC IT, and must know the help desk ticket number given to them after contacting us for support. Additional information can be found on the Computer Support rules and guidelines page.

In addition, some departments and divisions use their own Certified IT Group for support. If you do not know how to contact your support staff please ask your supervisor or Department Administrator for details.

Is there remote support?

CUMC IT offers eSupport, a tool that allows us to remotely connect to a computer to make the troubleshooting process faster and easier. It allows the technician to see the remote computer's screen, control the cursor and type. This eliminates over the phone instruction and any wait involved with having a technician come out in person.

Once connected:

  • You'll be able to see any work the technician is doing on screen
  • There will be a chat window where you can exchange instant messages with the technician
  • You'll still be able to use your mouse and keyboard (though for troubleshooting purposes it's best to not interrupt!)
  • There will be a button on screen that you can select to cancel the connection at any time.

Your computer must have network connectivity in order to use eSupport, and can only be initiated after contacting CUMC IT. A technician will send an invite code to allow you to connect. It is currently only available for Windows computers.

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Last updated 5/26/2016