Help Desk enhancements in progress

University Communication to Students
Distributed: September 3, 2020
Posted: September 4, 2020  


Dear Students,

From my perspective, the second week of classes has provided an opportunity to further establish the routine of a new semester. It is my hope that each of you is beginning to settle in and find a rhythm in this unprecedented semester.

Help Desk Enhancements

The University has identified concerns regarding IT Help Desk support. In response, we are immediately shifting additional personnel to answer calls and attend to Help@carlow.edu tickets. Beginning Friday, Sept. 4, the Help Desk phone 1-412-578-8700 will be answered from 8 a.m. to 5p.m Monday - Friday by Carlow Help Desk technicians. Additionally, beginning Tuesday September 8, we will have in place overflow support to help with basic support, password changes, and other related matters. It is our belief these changes will provide immediate improved service. The university is in the process of partnering with BlackBeltHelp, a global provider of IT and Student Services support. Carlow anticipates this process will be up and fully functional by November 20.

Listening Forum on Equity and Inclusion

On Tuesday, September 15, from 6:00 to 7:00 p.m., the Office of Equity & Inclusion will be hosting a listening forum. It is designed to hear from students regarding their concerns surrounding the current state of racial tension in America and how this is impacting you - as well as share the ways in which Carlow is realizing our identity as an anti-racist institution. There will be a virtual and in-person forum held simultaneously in Gaillot. Be sure to register when the invitation is sent. Space will be limited.

Allegheny County Health Department (ACHD) Assistance

Unfortunately, the ACHD is not being notified of numerous local cases of COVID-19 from the local universities and colleges because students aren’t using a local address when they register.

When an out-of-state address is used, they are not usually notified or there is a long delay. When an address from another county in PA is used, the PA DOH or local county health department will conduct a case investigation and should notify ACHD but that results in delays. Therefore, students who are getting tested are asked to use their local address when registering for a test.

University Offices on Campus

Campus office availability is included in a quick reference we have compiled.

As we approach the Labor Day Weekend, not letting our guard down remains important. Both the Allegheny County Health Department and the CDC have noted we saw a spike nationally after Memorial Day Weekend, and are appealing for our help so that might not be repeated.

Please remain safe and healthy this weekend.

Sincerely,

Timothy P. Phillips, PhD

Vice President of Student Affairs & Dean of Students