Helpdesk’s Frequently Asked Questions

Helpdesk for Faculty & Staff http://hdauthority.sierranevada.edu/hdaccess | user’s guide (PDF)
Email: snchelpdesk@sierranevada.edu
Phone Number: 775-881-7500 or dial ext 7500

When is the Helpdesk open?

Helpdesk is open Monday-Friday from 8:30AM-5PM. You can call us to ask questions during this time as well. Alternatively, you can contact us through these respective links:

  •  SNC Students: Requesting the help of the SNC IT Department has now been made even easier. When you need to contact the IT Department for assistance, simply submit your requests via email to snchelpdesk@sierranevada.edu– this will automatically create a helpdesk ticket in our system, which will allow us to better respond to your requests.Additionally, all Federal Work Study students can create helpdesk tickets more directly. Visit http://hdauthority.sierranevada.edu/hdaccess (user’s guide) and log in with the same information that is used for your work computer—the process to make a ticket is short and simple.
  • SNC Faculty & Staff: If you are ever unable to submit a helpdesk ticket via http://hdauthority.sierranevada.edu/hdaccess, you can send your request via email to snchelpdesk@sierranevada.edu, and a ticket will automatically be created for you. This means that tickets can even be submitted if you are off-campus or have forgotten your password.

Where is the Helpdesk?

Helpdesk is located inside the ITS office in the basement of Prim Library—just follow the arrows to the open door.

Where is the link to email?

At SNC, we like to make things easy for people—follow this link to access your email.

I forgot my e-mail password. Help!

Helpdesk is more than happy to reset your email password. You can visit Helpdesk during our hours, or you can call us and ask for the reset. Alternatively, you can contact us via the following means:

I suddenly lost the internet. What’s wrong?

If you are connected wirelessly to the internet, make sure your connection is strong enough. If you are connected via an ethernet cable, please make sure the cable is securely plugged into the correct location. Occasionally, the SNC campus will lose internet connectivity. This may happen due to storms, power outages, or other occurrences. When the campus loses its internet, Helpdesk and IT will work to fix the issue as quickly as possible.

How do I connect to the school’s printers?

We have different ways of connecting to the school’s printers. The easiest way is to follow the directions located on the SNC website. You can find these directions by navigating to your email link and clicking on the PDF/DOC links next to the Printer Setup Instructions. If you have any issues connecting, don’t hesitate to come see us at Helpdesk—we’re more than happy to help you.

Why won’t my Macintosh print on the school’s printers even if I’ve connected before?

Our printers are not as compatible with Macintosh computers as they are with Windows-based PCs. When your Macintosh updates, occasionally it will lose the printer connection. These issues are rather unique to each Macintosh computer, so there is no general solution. We have created a short tutorial with images for connecting with a Macintosh computer. If it is not successful, try reinstalling your printer drivers. If neither of these efforts work, you can visit IT for assistance.

Scan to USB? How does that work?

One of the new features that SNC is now offering is the ability to scan to USB. Throughout the campus you will find Copy Stations where you can scan your documents to your flash drive. Follow the instructions at the station and you will be on your way!

How do I connect to the Projectors?

Located near the remote control in every projector-enabled classroom, Helpdesk has included an in-depth instruction manual. This is the most efficient way of connecting when you have an issue. If you have read that the manual located in room and your issue has not been fixed, we can assist you. If you need to make use of a projector, but do not have a laptop to connect it to, you can make arrangements with us in advance to borrow one. Simply email us if you are a student, or submit a helpdesk ticket if you are staff/faculty.

My computer is running slow. How can I fix this?

The best way to fix this issue is to delete all of your old files and unused programs. You can do a temporary file clean-up using this tool: http://windows.microsoft.com/en-US/windows-vista/Delete-files-using-Disk-Cleanup. You can also defragment your computer by using this tool: http://support.microsoft.com/kb/314848. Macintosh computers do on their own—although emptying your trash is always recommended.

How do I access classes on Moodle?

Please make sure you are logged in. If you have issues logging in, we are able to assist you by resetting your password. When you have logged in, you will see a list of possible courses to “Enroll” in. You may need an enrollment key—and your teacher may have included this on the course syllabus. Any class you’re enrolled in will have a blue icon on the right-hand side.

The link to the new Moodle website is http://sncmoodle.sierranevada.edu/. The link to the old Moodle website will be available until 8-19-2013 at http://moodle.sierranevada.edu/moodle/.

What happens if my computer won’t turn on?

There are some serious computer errors such as blue screen errors, and POST errors that may leave your computer useless. Occasionally, Helpdesk and IT can fix these issues for you—it all depends on the severity of the errors. Please bring your computer to Helpdesk during our hours and let us take a look at it. If you happen to lose computer functionality due to a serious error, Helpdesk may be able to help save your files.

There are a wide-range of issues that can usually be solved by simply restarting your computer. If you are experiencing difficulty connecting to the internet, viewing emails, getting your music to play, or any other annoyances— the first thing to try is restarting your computer.