New IT Service Desk Portal
We’re excited to share some great news from the Office of Information Technology (OIT)!
On Friday, June 20, 2025, OIT be launching a new IT Service Desk portal. We are modernizing our processes with you in mind. This new portal will make it easier and faster to get the IT help you need, whether you're submitting a request, tracking an issue, or finding solutions through the knowledge base.
What’s New and Improved?
- User-Friendly Interface
A clean, intuitive, and easy to navigate interface that is mobile friendly. - Real-Time Updates
Stay informed with up-to-date ticket statuses and progress tracking. - Centralized Communication
Keep all your communication with IT Support in one convenient location – no more searching through emails. - Self-Service Knowledge Base
Access how-to articles and troubleshooting guides anytime, anywhere.
Join a Live Zoom Session for Support
We invite you to join one of our upcoming live Zoom sessions below. Come learn about the exciting features of our new portal, get your questions answered, and share your feedback with us.
- Wednesday, June 11, 11:30a.m. – 12:30 p.m. – Zoom Link
- Monday, June 16, 9:00 a.m. – 10:00 a.m. – Zoom Link
- Friday, June 20, 9:00 a.m. – 10:00 a.m. – Zoom Link
- Friday, June 20, 12:00 p.m. – 1:00 p.m. – Zoom Link
- Monday, June 23, 9:00 a.m. – 10:00 a.m. – Zoom Link
- Monday, June 23, 12:00 p.m. – 1:00 p.m. – Zoom Link
- Wednesday, June 25, 12:00 p.m. – 1:00 p.m. – Zoom Link
Navigation Training Video - Coming Soon!
We Want to Hear from YOU!
Fill out the feedback form below and send us your feedback about the new IT Service Desk Portal:
Frequently Asked Questions
The new IT Service Desk will launch date on June 20, 2025.
The new IT Service Desk will enhance the ability to provide employees, and now students with:
- User-Friendly Interface
A clean, intuitive, and easy to navigate interface that is mobile friendly. - Real-Time Updates
Stay informed with up-to-date ticket statuses and progress tracking. - Centralized Communication
Keep all your communication with IT Support in one convenient location – no more searching through emails. - Self-Service Knowledge Base
Access how-to articles and troubleshooting guides anytime, anywhere.
There is a new way to submit IT Service Desk tickets:
To provide you the highest level of IT service, please note the option to email the IT Service Desk to submit a ticket will no longer be available after June 19. Starting June 20, 2025, here’s how you’ll connect with the IT Service Desk:
- Service Desk Portal: Link coming June 20!
- Desktop Icon: Click the IT Service Desk icon on your desktop.
- Chat Feature: Utilize the chat feature for real-time assistance:
- Phone: Call the IT Service Desk directly at 240-567-7222
All tickets submitted between January 1, 2025 and June 19, 2025, that have not been resolved, will be recreated in the new IT Service Desk portal.
Sign in to the IT Service Desk portal (link coming June 20), click on the "View My Tickets" button on the homepage, and you'll be taken to your Ticket History. Your Ticket History will show you which tickets are stil open and their the status.
The Knowledge Base is a centralzied collection of information designed to help you find answers, solve problems, and understand topics related to IT services.
You have two ways to get in touch:
1. Sign in to the IT Service Desk portal, click on the "View My Tickets" button on
the homepage, then click on the title of the ticket you want to review. Click on the
blue "Comment" button. This will take you to a dialogue box where you can ask your
question or leave a comment.
2. Reply directly to the notification email you will receive through your Outlook email.
As a manager/director, you will begin to receive IT Service Desk Notifications emails asking for your approval on tasks such as system access requests, hardware
and software requests, and other access points from your direct reports.
You will need to review, then approve/deny, any requests that come to you as a manager/director.