This article provides detailed instructions for employees of Great River Golf Club (GRGC) on how to handle IT support requests, distinguishing between emergency and non-emergency situations

Emergency Issues

When a system or service is verified to be completely down for ALL users, contact directly for assistance:

• For phone (both landline and cell) and Internet issues
  • call Saburo Usami's cell phone
• For surveillance and door access issues
  • call Public Safety at 203.371.7995
• For emergency hardware/software issues
  • During normal hours, reach out to the PioTech Center (IT Service Desk), following the instructions under the "To Submit Requests" bullet below.
  • For most time sensitive hardware/software issues, please call Craig Matthews cell phone.

Non-Emergency Support Requests

During normal working hours - Monday through Friday - 8:30 am to 4:30 pm:

• For Software/Hardware Purchase/Lease for GRGC
  • To submit a new request for purchase or lease, please see the IT Procurement page (link). 
  • To pick up a new laptop, the GRGC employee should go to the SHU Park Avenue Campus PioTech Center.
  • For laptop issues or software provisioning, submit a request to PioTech Center.
  • For laptop refresh, GRGC employees should follow instructions provided by IT Procurement and PioTech Center when it is time to refresh the laptop.
  • For assistance with physically setting up standard hardware, submit a request to PioTech Center, providing your on-site availability.
     
• For Great River applications/systems and reports (Club Prophet, Eventman, Open Sync, Quickbooks, Time Clock, Northstar etc.)
  • Submit a request for assistance here: Administrative System Support form (link).
     
• For All Other Support for GRGC
  • Please submit a request to PioTech Center for:
    • Account and email access and utilization support.
    • Device support (laptop, desktop, printer/copier).
    • Peripherals support (monitor/display/TV, keyboard/mouse, docking station).
    • Standard software utilization needs (installation and troubleshooting for Microsoft apps).
    • On-site assistance with standard hardware (please provide availability).
    • Other daily technical needs or help determining the next best step.
       
• To Submit Requests
  • PioTech Center is available for non-emergency technical support Monday - Friday 7:30 am - 7:30 pm.
  • Connect with PioTech Center for support:
    • Call the PioTech Center (IT Service Desk) directly at 203.365.7575.
    • Email PioTech Center at techsupport@sacredheart.edu (this will automatically create a request ticket).
    • Utilize IT Self-Service:
      • Submit a ticket with the Service Desk: Self Service Form (link).
      • Chat with InfoTech Bot (bottom right corner on this portal).
  • PioTech Center will review the request, assist remotely (if applicable), and escalate to the appropriate team or schedule an on-site if needed.
  • When submitting a request, please include specific information to help expedite troubleshooting and resolution:
    • Who is experiencing the issue?  Is it all users at GRGC, users in one building, or one person?
    • Location of issue.
    • Hardware or Software with issue.
    • Example of data issue (if data related).
      • "Missing financial data from the month-end report for the week of 09/01/2021".
      • Note: Do not disclose PII or PCI detailed data in the request.