How to Request IT Assistance

If you have an urgent IT problem, please call 805-366-4455 (or extension 4455) to talk with IT support staff. If the on-call support person is unable to answer, please leave a voicemail or submit a Help Desk request. Be sure to include your call back number. Regular office hours are 8:00am to 4:30pm Monday through Friday excluding holidays.

For any after-hours support, please submit a Help Desk request or call 805-366-4455 (or extension 4455) and make sure to include your name, description of the issue and a call back number. You may receive a response to your issue after-hours but will definitely hear back the morning of the next business day.

If you are unable to call you can submit a Help Desk request. Be sure to specify the Priority as "Urgent" and select "IT" for the Category. Do not forget to include a phone number.

Help Desk Requests can also be created by sending an email to: [e-mail]. When submitting a request via email only include your description of the request. Please trim off all email signatures or email thread remnants.

When to Request After-Hours Help

Please use our after-hours support only when it is truly urgent. Before contacting us, please search the Casa Pacifica Help Center for information. We have published numerous articles on how to use our various IT software and services. There is additional information about using the Help Desk below.

Here some examples of an urgent IT problem you should request help for:

• The Internet at a Casa Pacifica facility is down.
• Netsmart Avatar is offline
• Telephones not working
• Hardware problem when no other computer is available

Remember, you can take care of most Office 365 password problems yourself. You can reset your Office 365 password and/or unlock your account using the Password Manager web site (https://pm.casapacifica.org). More information can be found in this Help Desk Article.

Here are some examples of problems that should be handled during regular office hours:

• Software installations
• Software usage questions
• Add new user account
• Home computer questions
• Printer problems
• Fax questions