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CIT Adds Web-based Customer Support

Now you can take advantage of the Center for Information Technology's new online service and have expert IT help at your fingertips 24 hours a day. When it's after hours and you need IT customer support, you now have a place to go for answers. Maybe you want to change your password, or you have a question about your Parachute account, or you want to know how to change your desktop telephone service. In the past you had to wait until the next business day to get help. Not anymore. CIT's Technical Assistance and Support Center (TASC) has developed a new self-help service that users can access any time, even after hours.

The new customer support online service not only provides answers to basic IT questions, but it also displays up-to-the-minute IT news and frequently asked questions. If none of these options provides the solution you need, you may submit an electronic "help" request ticket. (Customers can also submit tickets via the web interface when TASC is open.) TASC will respond to all electronic requests the next business day. The new site even lets you review the status of your existing service calls online. So bookmark the address, http://support.cit.nih.gov.

Also, CIT's new emergency after-hours live telephone support service debuted on Nov. 1. The new service will be staffed from 6 p.m. to 7 a.m. and is intended for emergencies and problem reports only. A call to the TASC help-line extension, GOCIT (or 301-594-6248 off campus) will give users the option of leaving a voice message for non-emergency issues, or speaking with the on-call technician. If you leave a message, TASC will contact you on the next business day. Remember, TASC will be closed for Christmas and New Year's Day and will not offer live support on those days.

The TASC Help Desk is open from 7 a.m. to 6 p.m., Monday through Friday, but the hours of operation will change during the holidays.

TASC Holiday Schedule

12/24 – Christmas Eve – 7 a.m. to 2 p.m.

12/31 – New Year's Eve – 7 a.m. to 2 p.m.

12/26-28 – Christmas Week – 8 a.m. to 4:30 p.m.

The Help Desk resumes its regular schedule on Wednesday, Jan. 2. You can also visit the new support website above for TASC holiday hours.


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