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Contact Email Issues From The IT Help Desk and the SmarterTrack Ticketing System
If you send an email to the ithelpdesk@nvcc.edu or open a ticket using the Support Portal, please remember to include your phone number. We are experiencing an issue where our ticketing system is unable to send emails and the only means of communication is by phone. Other departments who use the SmarterTrack ticketing system may be affected. If you have already submitted a ticket and have yet to hear back, please resubmit your request with your phone number or call the IT Help Desk for an update. We thank you for your patience and understanding while we resolve this issue as quickly as possible.
MyNOVA Multi-Factor Authentication (MFA)
All users must enroll in Multi-Factor Authentication (MFA) to access Canvas, SIS, and other critical myNOVA tools.
There are two methods for MFA using your mobile device: Push Notification and Text Notification.
- Push notification: Use the RapidIdentity app for authentication.
- Text notification: Use text messaging for authentication.
If you successfully set up MFA but fail authentication twice, please wait 15-20 minutes before you reattempt or risk account lockout.
Options for individuals who do not possess a smartphone, cell phone, or other mobile device are still being researched by VCCS. We will make this information available as soon as we can.
Self-Service Password Reset and Account Unlock Tools
Here are the online tools to reset and unlock your MyNOVA and NVCC (network/email) accounts. We encourage all NOVA students, faculty, and staff to use these tools to resolve any account issues before calling the IT Help Desk to avoid waiting in long queues to speak with a Help Desk Analyst.
MyNOVA
NVCC (network and email)
Hours of Operation
| Day | Hours |
|---|---|
| Monday-Friday | 8:00 a.m. - 9:00 p.m. |
| Weekend | 8:00 a.m. - 4:00 p.m. |
| Holiday | 10:00 a.m. - 5:00 p.m. |
A new option has been implemented allowing users to leave voicemails during long queue times, creating a ticket in SmarterTrack. We will respond to tickets as soon as we can. Please remember to state your NAME, PHONE NUMBER, EMAIL ADDRESS, and EMPLID/STUDENT ID # along with the issue you are experiencing.
Prior to Contacting the IT Help Desk
We have been experiencing issues with users not being able to sign in after changing their password. If you experience this issue, please close all browser windows and try again. If that does not work, login using your username in ALL CAPS. Example: enter bbb123 as BBB123.
Need to reset your myNOVA password? You can often reset it yourself, and avoid waiting on hold for an agent by clicking on the "Forgot Password" link on the myNOVA login page.
If you are unable to reset your password using the "Forgot Password" link, you can call the IT Help Desk for assistance. Please have the following information available:
- Your StudentID or EmplID
- Your SSN if you do not know your StudentID or EmplID
- Your myNOVA username if available
Local Telephone: 703.426.4141 Toll-Free: 855.259.1019 (outside of Northern Virginia)
When calling the IT Help Desk, please listen carefully as the options have recently changed.
Access WiFi in NOVA Parking Lots
Students can access WiFi without having to leave the car and can practice safe social distancing.
See InstructionsIT Support
The IT Help Desk provides front-line technical support to all NOVA students, faculty, and staff. We are advocates committed to resolving the technology issues affecting students and employees and providing detailed resolutions and general systems information.
Check out the NOVA IT Support Portal for news, outages, knowledge-base, and self-help tools.
Faculty Training
The college offers a wide variety of technology training and professional development opportunities for faculty and staff.
Information Technology Policies
NOVA IT Support PortalMyDrive
MyDrive is a user-friendly web-based file sharing system, similar to products such as Google Drive and Dropbox, but works using your MyNOVA credentials. It has replaced the NVSTU web folder system. Go to Network and Web Accounts for more information.