Overview
This article details the common questions and answers about the IT Help Desk.
How do I contact the IT Help Desk?
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Toll-Free: 855-259-1019 (Outside of Northern Virginia
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Local Telephone Number: 703-426-4141
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Virginia Relay (Deaf/TTY Communication Services)
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IT Support Portal: services.nvcc.edu
How do I contact local Campus IT?
What are the hours of the IT Help Desk?
What kind of issues can I log a support request for?
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Email issues
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Password help
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Network, Telecom, and Internet connectivity issues
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Server issues
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Hardware/software installation and troubleshooting
What information will I need to have when I log a support request?
Current faculty, staff, and students should have the following information ready prior to logging a support request:
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Student ID or EMPLID (e.g., 1234567)
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DOB (e.g., January 1, 1982)
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Campus location, building name, and room number (e.g., AN Campus, CG 111) or “offsite,” if applicable
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Best contact telephone information (e.g., 703-555-1212)
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Description of their support request
Some users may be asked for alternate information such as SSN or personal information associated with their SIS accounts.
Note: DO NOT submit your SSN or DOB in email.
I submitted a support request. When will I get a response?
If your request was submitted via the IT Support Portal (services.nvcc.edu) during normal business hours. IT Help Desk Agents will address your request within one business day. Requests submitted outside normal business hours will be addressed the next business day. These times may vary depending on request volume.
You will receive either an email to inform you that your request has been reviewed and/or resolved by the IT Help Desk; receive a follow-up call or email for additional information; or, your request will have been transferred immediately to another support group for resolution.
The most efficient way to log a support request is to support a request through the IT Support Portal (services.nvcc.edu).
What are the requirements for a myNOVA (VCCS)/NVCC/secure password change?
Passwords should have a total of at least eight (8) characters that meet the following criteria:
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At least one (1) UPPERCASE letter.
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At least one (1) lowercase letter.
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At least one (1) number (0-9).
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At least one (1) special character (! @ # $ % & * ?)
How long is my password valid?
NVCC (Faculty & Staff LAN/Email) and myNOVA (VCCS) passwords are valid for 180 days.
Can I change my password from home or off-campus location?
You can change or reset your NVCC LAN (Faculty/Staff email) password by utilizing the self-service password reset tool found at https://www.nvcc.edu/ithd/faculty/pass.html.
What is my username and/or password to log into MyDrive to upload my webpage?
Students use their myNOVA (VCCS) username and password to access MyDrive for file sharing. MyDrive can be accessed at https://mydrive.nvcc.edu.
If you need assistance with your myNOVA account, please call the IT Help Desk at 703-426-4141 to request a password reset.
How do I access the IT Security Awareness Training?
The Commonwealth of Virginia requires employees to complete IT Security Awareness Training every year.
To meet this mandate, NOVA and VCCS is deploying the KnowBe4 security awareness training solution. Annual training consists of four courses as well as five policy documents to read and accept. Completion of assigned training is a requirement for system access.
Training status is recorded within KnowBe4 and completion certificates are available for download as new courses are finished.
Security Awareness Training is required annually of all full time and adjunct credit faculty, full time staff, administrators, P-14s and contractors. The purpose is to provide valuable information about best practices, policies, and procedures to ensure secure information systems at NOVA. Our goal is for everyone to enjoy a safe, reliable computing environment.
Get Started
KnowBe4 address: https://training.knowbe4.com/
A welcome e-mail listing training assigned to you will be sent when your training is activated. A similar message will be sent when your annual renewal is due.
Select Login and enter your e-mail address. Personnel with active nvcc.edu addresses will be presented with a web form for nvcc.edu account and e-mail password.
Additional Resources
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Contact Information
If you have any questions or concerns, please contact the IT Help Desk by phone at 703-426-4141 or through the IT Help Desk NOVAnet Page.