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This form is designed to capture the necessary information needed for IT support personnel to complete your request.

By taking the time to follow the simple, five-step process, you can be assured that your request will be routed to the most appropriate support team in the most effective manner possible. It is important to know that the information requested must be completed before the Service Desk can process your request.

Please complete the following steps:

Personally Identifiable Information (PII):

Personally Identifiable Information or PII should not be entered in any support requests. The IT support applications are not secured for or authorized to contain this information.

PII is formally defined as: Personally Identifiable Information (PII) with a confidentiality impact level of moderate or high based on NIST SP 800-122 Guide to Protecting the Confidentiality of Personally Identifiable Information (PII).

Examples of PII

NOTE: The PII information above is taken from the document titled Guide for Identifying and Handling Sensitive Information at the NIH. Which can be found on the NIH OCIO SharePoint site at https://ocio.nih.gov/InfoSecurity/Policy/Documents/ (NIH Login required)

NIH Login:

An NIH Login account is the account used by most NIH staff to either login to their computer or to access their email. It is also used to access other services such as ITAS, VPN, Parachute and the NIH Portal (my.nih.gov). Like your NIH badge or driver’s license, your NIH Login account uniquely identifies who you are to those NIH computing services that use the NIH Login service for authentication, validation and access.

NIH Login is sometimes also referred to as: account

The Contact information that is displayed after logging into the request site comes from the NED.

The NED is the authoritative employee directory for the NIH. Changes to this information cannot be performed through this site. Changes must be made at the NED Website (http://ned.nih.gov) by clicking Update Your Information. Until you update the information in NED, use the alternate contact information you provided in Step 2 (Verify customer and contact information) to ensure that your ticket is handled correctly.

A few tips:

Use the alternate information…

Note that when verifying customer and contact information there are alternate data fields that allow you to provide information regarding your current service request. Regardless, if you are in another building, on the move, or working at home with an NIH computing issue — take the time to add the relevant information here.

Classify your request…

When classifying your request pick the classification that is closest to your request. This allows the Service Desk to route your request to the most appropriate support team for processing.

Describe your request…

Use this field to provide, as much as possible, a detailed description of the problem you are having. Please include any error messages you received. This field will accept a maximum of 2,000 characters.

Tell the Service Desk that you require special assistance…

When describing your request take the opportunity to use this field to provide any special instructions as needed. This informs the Service Desk of any particulars that will assist them in handling your request properly. For example, if you know that a particular IC supports your computer, but you are listed in the NIH Enterprise Directory (NED) as with another IC, then specify that information here.

Add attachments if necessary…

Sometimes it helps to attach a form or a screenshot to show the Service Desk the contents of an error message.

If an attachment is necessary, click Browse to select the file from your computer. Click Add Another for multiple attachments. The form supports a total size limit (for all attachments) of 2MB. Please note: The larger the attachments, the longer it may take to upload and scan the file for viruses.

If you need help creating a screenshot, review the following knowledge article by selecting the following link: http://itsolutionscenter.cit.nih.gov/selfservice/php/search.do?cmd=displayKC&docType=kc&externalId=11321

If you have an IT emergency, it is best to use the following Service Desk telephone number(s):

301-496-4357 (6-HELP) (local)
866-319-4357 (toll-free)
301-496-8294 (TTY)

An IT emergency could be anything that involves…

There are countless other examples. If there is a need to address something within a few minutes, the best route to communicate the urgency of your request is by telephone.

This does not mean that requests submitted here are not important. Our goal is to review your submission within 30 minutes during business hours.

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For urgent issues or emergencies, call 301-496-4357 (local), 866-319-4357 (toll-free), or 301-496-8294 (TTY).

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