Students who register or add an online course to their schedule after the first day of class should make arrangements to have a WebCT account created for them. Contact either the individual instructor or the Tyler Junior College Help Desk at (903) 510-2413 or toll free at (800) 687-5680, ext. 2413 or by e-Mail: helpdesk@tjc.edu
BEFORE YOU CONTACT THE HELPDESK
Many times rebooting your system will resolve problems you may be having with your PC. Sometimes the Windows operating system will unnecessarily hold on to system resources which in turn causes your system to slow down or have anomalies. Many times, this is the first procedure the HelpDesk Operator will ask that you do.
Also, there are times when campus servers or network equipment have to be rebooted or are down for maintenance. Rebooting your PC will give you a fresh connection to the network and servers.
If you are getting a specific error message, write the message down exactly as it appears on your computer screen. This message is invaluable to our technical staff and usually results in a faster resolution to your problem.
Before you call, take note of this information:
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What browser and version are you using?
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Who is your Internet service provider?
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Have you completed a browser tune-up?
If not, follow this link now. -
Are you running a "Popup Killer" program?
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Is there a firewall on your system?
The BEST way to contact the HelpDesk is by phone at (903) 510-2413 or toll free at (800) 687-5680, ext. 2413.
WHAT TO EXPECT WHEN YOU CALL THE HELPDESK
First, you should expect the operator to be courteous and professional.
When call volume is heavy, your call will be automatically forwarded to voice mail. If this happens and you leave a message, you should expect a call-back from either a HelpDesk Operator or the HelpDesk Coordinator.
Our goal is to have the HelpDesk Operator assist in resolving your problem over the phone; however, that is not always possible, and other technical staff may be required to assist you.
If the initial HelpDesk Operator cannot assist you, you will be given a Call Reference #, and the HelpDesk coordinator may contact you to gather more information about your problem. Please note that by "CONTACT" we mean either a phone call, voice mail or email.
When the HelpDesk Coordinator contacts you, you will be informed which technician will be assigned to your call. In most instances, that particular technician will handle your call and communicate with you until your call is closed; however, there are circumstances when a different technician could pick up your call.
In some situations, the HelpDesk Coordinator will give you an estimate of when the technician will be available; however, that is only an estimate. It is a tremendous challenge to schedule our resources especially when the HelpDesk is receiving an increase in Priority-1 and Priority-2 calls.
If you feel that your problem is not being handled in the manner in which you think is should, please contact the following staff:
- Scott Dillingham
- Manager, LAN Support
- 903.510.2407 (Office)
- sdil@tjc.edu
- Carl Shotts
- Director, Information Technology
- 903.510.2512 (Office)
- csho@tjc.edu
- Richard Minter
- Dean, Program Development & Institutional Research
- 903.510.2328 (Office)
- rmin@tjc.edu
