Help Desk Services

This page lists the services that the CITES Help Desk offers through walk-in, phone, email and chat. Some services, such as disk recovery, are only available if you come into our office as a walk-in customer. If you have questions about the best way to contact us for your particular situation, please give us a call and a consultant will be able to direct you.

Equipment guidelines

The CITES Help Desk does not have the capacity to accept and repair desktop computers or hardware components. Those who need help repairing their computer can contact OnSite Consulting, a fee-based service that sends a consultant to your home or office.

Services available by walk-in

To use the following services, visit the CITES Help Desk in Room 1211 Digital Computer Lab (see Contact Information for directions).

• CD and media distribution
  • Antivirus CD
  • Software loaned or purchased in advance through WebStore and specifically stated to be available in the Help Desk
• Data recovery
  • 3.5" 1.44 MB floppy disks
  • 100 MB and 250 MB Zip disks

  Note: While the CITES Help Desk will provide our best efforts to recover data from corrupted disks, we cannot guarantee success. The Help Desk is not responsible for further damage incurred to the disk during the recovery process.

• NetID password resets

If you have lost your NetID Password, you must reset it in person or by faxing us the Password Change Form (HTML, PDF) along with a copy of two forms of photo-identification. Those who know their current NetID Password or have set their security questions can change it online at the self-service CITES Password Manager.

• VPN, QuickConnect and UIUCnet Wireless troubleshooting

In person, the Help Desk will assist with VPN, QuickConnect, and UIUCnet Wireless issues on laptops by appointment only. Those with desktop computers can receive assistance through phone or email. Linux and handheld operating systems are not supported by the Help Desk.

Services available by walk-in, phone, email and chat

• CITES services support

The Help Desk will assist with issues pertaining to CITES services, such as login and access problems, questions about features and general troubleshooting. Please be aware that problems that are caused by issues on your computer are best answered by phone when you are sitting in front of your computer.

• Help Desk Supported Software assistance

For a complete list of supported software, see the Help Desk's Supported Software list.

• Oracle Calendar account requests

The Help Desk handles requests for Oracle Calendar account activations, deactivations, and billing changes. You can submit these requests online by using the Oracle Calendar Request form.

• CITES Express Email and CITES NetFiles quota increases

The Help Desk handles requests for Express Email or NetFiles quota increases. For quota requests, please contact the CITES Help Desk.