IT FAQs (Frequently Asked Questions from OIT)

	Frequently Asked Questions (FAQs)
	General E-Mail
	Below are some basic 'best practices' and answers to questions that are frequently asked at all our service desks. If you can not find the self-help you need through the information below you cancontact the main Service Desk: l: NAC, Room NA 1/301 t: 212.659.7878 e: servicedesk@ccny.cuny.edu
	GENERAL
	What are the hours for the Service Desk? How may I contact the Service Desk? How do I report an IT related incident or submit a request to the Service Desk? How do I connect to CCNY Wi-Fi? How do I gain VPN access?
	What are the hours of the Service Desk?
	Monday through Friday: 8:00 AM – 7:30 PM.
	How may I contact the Service Desk?
	Location: NAC 1/301 E-mail: servicedesk@ccny.cuny.edu Phone: (212) 650-7878
	How do I report an IT related incident or submit a request to the Service Desk?
	Contact the Service Desk (see above) with the following information on hand: Description of Incident/Request: Location(s): Department: Model #s of device and/or computer: (If Applicable) CIT #s: (If Applicable) If emailing the servicedesk@ccny.cuny.edu please include your contact information as well: Name: Work Number: Cell Phone Number: CCNY Email: Include at least 3 different available time slots for when a technician may contact or visit the user.
	How do I connect to CCNY Wi-Fi Network?
	We currently have two (2) Wi-Fi connections available: The “ccny-wifi” can only be accessed with CCNY email credentials (CCNY email username and password) Enter username, which is the first part of your CCNY email address, which comes before the @sign, and your most recent password. Only two (2) devices may connect to the “ccny-wifi” As a guest at CCNY you are able to access the Wi-Fi by selecting “ccny-guest”. Once you select ccny-guest, you will be prompted to fill out a form with the following information: Your Name Mobile Number Mobile Carrier Email Address Once you fill out the form and click register a temporary password will be emailed to the email you provided, as well as a text message with the temporary password. You must be able to check your e-mail in order to gain access. The password will expire after 24 hours. What if I don’t have an e-mail account associated with CCNY? Guest accounts may be obtained at the Service Desk. Guest must provide photo ID and be able to explain their purpose on campus. Guest accounts are not connected with either CCNY-affiliated Wi-Fi network. Guest accounts do not have printer access.
	How do I gain VPN access?
	Fill out the following form and submit it to the Service Desk . https://support.ccny.cuny.edu/pdf/VPN_Request_Form.pdf
	E-MAIL-Citymail and Webmail
	Which browser should I use to access my CCNY email? How can I get a CCNY e-mail address if I do not already have one? How do I access my CCNY email? How do I reset my CCNY email password? How can I set my CCNY e-mail address to be accessible through my phone/tablet?
	Which browser should I use to access my CCNY email?
	The preferred browser for all CUNY and CCNY websites are Mozilla Firefox and Google Chrome. Internet Explorer and Safari should be used as last resorts, when the preferred browsers are not available.
	How can I get a CCNY e-mail address if I do not already have one?
	Students: It is automatically generated based on your CUNYfirst information once you have registered for classes and/or paid your bill. Faculty/Staff: The department you are affiliated with or are working for (as this is the only way a non-student will granted a CCNY e-mail address) must e-mail servicedesk@ccny.cuny.edu with the following information for each account requested: Full name Contact information (personal e-mail and cellphone) Department/ Office location Position/Title
	How do I access my CCNY email?
	Student (Citymail): https://citymail.ccny.cuny.edu/login.aspx Faculty/Staff (Webmail): https://webmail.ccny.cuny.edu/owa
	How do I reset my CCNY email password?
	All Users Go to:: https://reset.ccny.cuny.edu/ Also check Password Guidelines: https://reset.ccny.cuny.edu/email_password_guidelines.htm Should you experience any problems resetting your password via the links above, please contact the Service Desk for further assistance.
	How can I set my CCNY e-mail address to be accessible through my phone/tablet?
	Students: https://citymail.ccny.cuny.edu/Device_Setup_Citymail.pdf Faculty/Staff: page 31 of https://support.ccny.cuny.edu/webmail/PDF/Webmail_Tutorials.pdf
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Frequently Asked Questions (FAQs)