Each team within CCCS IT as well as each internal college IT department perform specialized duties and provide expert support for specific areas and audiences. A summary of each are described below.
Campus IT at Each College
Each school has its own internal IT group and Help Desk to work with front-line administrative issues, desktop needs, network issues on site and other local issues. They are the best reference point for:
- Network password resets
- Phone password resets
- Computer lab assistance
- Software updates
- Front line system troubleshooting
- Printer requests
- Supplies and on-site desktop or equipment needs
24X7 Support Desk (for students & faculty)
The 24×7 CCCS Support Desk is best to call for items such as:
- Student or faculty portal logins
- Student email
- Online course use
- D2L setup
- Faculty grading and course assignment questions
They can be reached at 1-888-800-9198. This number is toll free, and staff is available 24 hours a day and 7 days a week. When support desk staff members are not able to resolve issues immediately, they are able to escalate to the appropriate group.
The Help Desk provides support for the System Office as well as support on enterprise-wide systems and Wide Area Network support for the System as a whole. Requests through the desk include a spectrum of inquiries ranging from:
- System Office Support
- Job scheduling and infrastructure
- Email, phone, video conferencing
- Network assistance
- And more…
CCCS IT supports administrative IT needs shared between multiple member institutions. Some of which include:
- Hosting the enterprise-wide Banner records system and related programs
- Managing central servers
- Creating joint reporting for audit needs
- Managing phone systems across the CCCS group to help the schools share costs and data across the State
The CCCS IT Help Desk helps to serve this mission by performing tasks or assisting with dispatch and escalation to the appropriate department or group.
CCCS Help Desk
CCCS IT includes an Information Technology Help Desk provide support for the System Office as well as support on enterprise-wide systems and Wide Area Network support for the System as a whole.
Requests through the desk include a spectrum of inquiries ranging from programming, job scheduling and infrastructure to email, phone, video conferencing and network assistance. The desk is a single point of contact for all requests for CCCS-IT-specific assistance.
Standard desk hours are from 7:00 AM to 5:30 PM, Monday through Friday.
Support Desk staff reached by the following contact methods:
*Submit an electronic ticket. Ticket requests are restricted to faculty, staff, and students. To view the site, valid users must connect from within the internal network or remotely.
CCCS IT Teams
Located at the central CCCS System Offices, CCCS IT supports administrative IT needs shared between multiple member institutions, such as hosting the enterprise-wide Banner records system and related programs, managing central servers for efficiency and cost effectiveness, creating joint reporting for audit and reporting needs, and managing phone systems across the CCCS group to help the schools share costs and data across the State.
The CCCS IT Help Desk serves this mission by performing tasks or assisting with dispatch and escalation for the following groups:
The Help Desk staff assists with Banner INB logins for current administrative staff and logins for past students needing transcript records or past employees needing tax records, whose records are not housed in the current records system. Desk staff also performs joint system monitoring and maintenance functions ranging from security audits and internal account creation to file loads for the National Student Clearinghouse, in addition to providing second-tier troubleshooting advice to school IT for support of system programs and local program assistance.
Desk staff and our Project Managers provide second-tier records system and related program troubleshooting for school departments, such as cases where records are locked, programs do not process batch updates correctly, or administrative users run into questions about merging records, file upload permissions, historical records audit data, system security or records conflicts.
Our Business Intelligence team manages our reporting database, manages the refresh schedule and builds new reports to create a foundation for individual institution and System-level business intelligence related to student registration and retention, financial status, financial aid and other areas which require data both for internal forecast-responsive planning and for Federal reporting needs.
Our Development staff and develops for, and supports, enterprise-wide systems including Banner, and extension products such as BDMS and DegreeWorks, including coding, server and testing instance administration, bug fixes and third-tier system operation troubleshooting.
Our DBA group keeps the databases behind the Banner records and related systems running and maintained, helping our other groups to implement the code changes needed to stay on top of records system developments.
Our Network teams provide third-tier advice and guidance on system setup, network configuration, routers, and more to IT management at each institution, as well as providing central setup and support for call queues, VPN, and inter-school video conferencing.
Our Operations team provides security setup for the records systems according to requests from the Security Authority at each institution. Central processing and printing for our warrants, 1098s, W2s and payroll are also done through the CCCS IT Operations group.
Our Desktop team provides on-site support for the System Office and CCCOnline specifically, including local network and equipment concerns specifically for the CCCS and CCCO administrative offices and personnel, in the same way as the local IT groups do for their school campuses.
Aside from local desktop needs at CCCS, INB password assistance and past records access, individuals will not generally contact the CCCS IT Desk on behalf of their own records; the desk supports second and third tier contacts once initial records, setup and troubleshooting work has been done at the campus. Troubleshooting assistance and security support is provided by the desk staff and our teams in Business Intelligence, Networks, Operations and Programming to the institutional IT group or Department Managers, according to established processes. However, we are happy to help any person having difficulty finding the right party to assist with an issue.