IT Support Center

Standard Hours of Technical Phone Support - 718-262-5300/5311

• Monday through Friday  9:00 AM - 5:00 PM
• Saturday 8:00 AM - 4:00PM

Summer support hours Monday, June 9, 2025, through Friday, August 15, 2025

• Smart Classrooms: Monday–Thursday, 8:00 AM – 9:00 PM (ext. 5303)
• General IT Support: Monday–Thursday, 9:00 AM – 5:00 PM (ext. 5300 | helpdesk@york.cuny.edu)
• Friday–Sunday: Closed

Locations for Support

Welcome Center in the Academic Core Guy R. Brewer Blvd. entrace - use the sign-in Kiosk for help

Media Services located in room AC-1G01F (F Corridor side) - support for reserving media and events equipment for all audio and visual needs

Wireless & Mobile Device Support - by using the following link during our normal hours of operation: QLESS Flex Appointment

Additional Methods of Contact

YConnect Self Service Portal - best way to get your issue in front of our customer care reps. We will respond during normal business hours.

QLESS Kiosk at the Welcome Center or the link here Monday - Friday 9AM-5PM

helpdesk@york.cuny.edu Monday - Friday 5PM-8PM to contact IT Support.

Off Hours Contact

Please use YConnect Self Service Portal during off hours as this will insure your issue is reported and will be addressed during our normal hours of operations.

If you are not a member of the campus network please contact the college during business hours at 718-262-2000 and listen to the main greeting for a list of departments you may select based on your inquiry or need.

IT Service Desk Support is available from the Welcome Center by using the QLESS sign-in Kiosk located in the Academic Core, GUY R. Brewer Blvd. entrance.

Using this system for contact will put you in a virtual line removing the need to have to wait at any location. One of our customer-care representatives will reach back out to you via text when they are ready to serve and provide support. For more information click here: CardinalQ

Hot Line Hours of Operation - 718-262-5303

• Monday through Friday  8:00 AM - 8:00 PM
• Saturday 8:00 AM - 4:00PM

Faculty can get help during live class room sessions by using our Smart Room support hotline Ext. 5303 or by using the hotlink at: Faculty-IT-Resources

Note: If the class room you are in does not have a phone you can use your mobile phone by dialing 718-262-5303

Please be aware that this same path for support also applies to the following areas:

• Library and all Lab CLT's in a live session scenario

• Conference Rooms and meeting spaces in a live session scenario

• Events on campus with a technology component like streaming, audio & visual

• QLESS application for support staff

Computers, scanners, printers, copiers and accessibility computing equipment are available in at the following locations:

Library located on the third floor of the Academic Core building, Room AC-3G01 and AC-3G09

Student Gov't Lab also located on the third floor of the Academic Core Building

Classroom building across the street from the Academic Core building on 160th street, drop in labs room CL-204 and CL-205.

Both the Library and Classroom buildings have CLT's on hand to support your needs and access to IT for any technology support needed. There is also a QLESS sign-in Kiosk in the Library where you can get into a support queue for help from IT.

If you are a student with special needs please contact our Center for Students with Disabilities at: CSD

The Media Equipment Services in Information Technology Service Delivery Team, lends equipment to students, faculty and staff, for use in the classroom, for coursework and for meetings, for all events.  Equipment includes microphones, podiums, loudspeakers, TVs, projectors and projection screens, clickers, lecture capturing devices, laptops, tripods, photo cameras, video and audio recorders,… Other services include processing loaner returns and mobile salvage intake Services, available from 8:30am to 5:45pm, including consultations, delivery, pickup and setup, demo's, training, and troubleshooting.

Reserve Equipment and Schedule Delivery/Pickup

• Equipment is lent out on a first-come, first-serve basis, so make sure to make reservations 5 days in advance.
• All equipment is loaned on a short-term basis and must be returned by the time specified in the reservation.
• Borrowers are responsible for equipment signed out under their name and equipment must be returned in the same condition as when it was borrowed. Make sure to check out your equipment at the time of borrowing and report any damage. Also, report any damage or malfunction that occurred during use upon return of the equipment.

Faculty and staff: check availability, reserve equipment and schedule delivery and/or pickup (delivery and pickup available from (8:30 AM to 5:45 PM)

• Anytime online by using your York College username and password (How-to Reserve Equipment Online)
• Between 8:30 AM - 5:45 PM
  

Students: visit The Media Services location (AC-1G01F) and complete a student loan contract.

Schedule a Consultation, Demo or Training

Our trained staff--of Media Services Professionals will happily walk you through how to

• audio record your class sessions
• video record your class sessions using the swivl app
• giving your students in the large classroom an audible voice using the fun, lightweight and throwable Catchbox microphone
• making your students participate in polls or quizzes using Office 365 Forms or response Clickers
• letting you teach from anywhere in the class by connecting you wirelessly to the projector via the iProjector or Airtame apps

Troubleshooting

For assistance specific to Media Services reserved equipment contact us at ext. 1600 or email us at mediaservices@york.cuny.edu

If you are having trouble getting through to Media Services please contact the York IT Service Desk at ext. 5300

Faculty members teaching in any technology equipped classroom who experience a technology issues during an active session have a hotline they can call to receive immediate attention for their issue.

This hotline is designed to get  a technician into the classroom as fast as possible. The faculty just need to provide a name, location and what is the issue they are experiencing and IT will dispatch support.

Warning: This line is only to be used by faculty in active sessions having technology difficulties. The line may be recorded and any misuse will be reported.

IT has regular and sometimes emergency maintenance schedules which are broadcast to students, faculty and staff depending on the systems involved. Check the schedule regularly to be sure you are up to date on any maintenance that can affect system access. In general there are no interruption in service but its a good idea to check in every now and then:

IT Maintenance Schedule

If you experience any issues after a maintenance has been performed related to the maintenance always contact our Service Desk at:

IT Service Desk

While classrooms now have multiple cameras installed for the hybrid learning Hyflex modality, the cameras can only record when activated from a Zoom or Microsoft Teams session or other video conferencing software. The webcam has to be selected while the session is open and the record button must be clicked. The camera's are always powered on and automatically track movement but are not active until connected to a session.

Use the forms on this page to report any issues seeing or hearing your professor while in an active session. We will investigate the issue and provide a follow-up to your inquiry. There are many moving parts in a Zoom or Microsoft Team conference session on both sides of the connection so please be sure you have good quality Wi-Fi, a working camera or audio connection, and always test your equipment before the class starts. These cameras like other network equipment attached to the campus and university networks are governed by support policies which dictate authorized personnel only actions such as installing, configuring, repairing, replacing and disconnecting. If you notice a camera is not working report immediately to IT, mediaservices@york.cuny.edu. If you notice a camera or any other smart hyflex room technology has been tampered with, report immediately to Public Safety Ext. 2222. Tampering with school property is prohibited.

If you need help with remote connectivity and other types of remote services please go to the following link for help before contacting IT

My Remote Services

Complex Password Requirements

A valid password must meet all of the following conditions:

Password change reminder will be sent 14 days after the last password change. Password must be between 8 characters and 13 characters Passwords longer than 13 characters will be truncated after the 13th char. Password must not be one of 4 previous passwords. Password must contain at least 1 uppercase letters and one special character. Password will expire 180 days after the last password change.

Password Reset Process

Web link for the Self Service Password Reset Profile: http://www.york.cuny.edu/mypassword - process takes about 90 seconds. Once successfully completed, you will see a message stating "You have successfully updated your profile." If you ever forget your password or if it expires, you can use the "Reset my password" link (on the same mypassword web link) to reset your password instead of visiting the college. This is your York Network ID. This is part of rDirectory contact and identity management tool available to all faculty and staff at York College.

Setting Up M365 Cloud base email profile

Go to the follow PDF for instructions on how to do this on your desktop MyCloud

Reasons why restarting your computer regularly is beneficial

Here are 9 reasons worth reviewing: Reboot

A Clicker is a device that can integrate into a PowerPoint presentation and allow students to participate by submitting responses to questions and viewing immediate feedback. In turn, the presenter can engage students, assess learning, gather data and enhance the presentation. Click here for how to videos: MyClicker

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