News from the ITS Help Desk - October 2025

Help Desk Hours and Location

Contact the ITS Help Desk at 1(805)922-6966 extension 3345 or at helpdesk@hancockcollege.edu
The ITS Help Desk is located in the library on the Santa Maria campus, next to the checkout counter.

In-Person Support Hours (effective September 12, 2025):

Monday – Thursday: 10:00 AM – 2:00 PM

Friday: Available by appointment

If emergency assistance is needed, please call the ITS Support Extension at 3345.

Please note that this change only affects the in-person Library Help Desk hours. Our phone and ticketing system support will continue to operate as usual, ensuring you have access to help whenever you need it. Phone support is available Monday through Thursday, 8:00 AM – 4:30 PM, and Friday, 8:00 AM – 4:00 PM PDT. During the summer, phone support will also be available from 11:00 AM – 12:00 PM during lunch.

Updates to the ITS Help Site (ithelp.hancockcollege.edu)

We’ve made several updates to improve your experience on the ITS Help Site:

• Streamlined Communication:
  Important links and contact information have been moved to the left-hand side of the page for easier access. You can now quickly find how to submit tickets, contact ITS, or check our in-person hours all in one place.

• Wi-Fi Connection Guide Update (In Progress):
  We’re revising our Wi-Fi connection instructions to better support all devices and provide step-by-step troubleshooting. You can preview the draft article here:
  Wi-Fi Connection Guide (Update in Progress)

• New Security Awareness Article:
  A new article has been published covering essential security practices and guidance for keeping keeping internal data safe. Read it here:
  Security: Protecting Your Account

Visit ithelp.hancockcollege.edu to explore these updates and access helpful resources anytime.

Essential Articles and Ticket Requests

• Updating Personal Information for Password Resets at Allan Hancock College
• How to Connect to ALLAN_HANCOCK_COLLEGE On-Campus Wi-Fi
• Canvas Instructions (hancockcollege.edu)
• Request Form - Something Broke - Report ANY IT Problem (teamdynamix.com)
• Request Form - I Can't Sign In (teamdynamix.com)
• Request Form - Install Something (teamdynamix.com)

Updates from Technology Council and Committees

• Web Services Committee
  • Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
  • Update: Discussed analytics, the Account Balance and Holds Widget, and Dashboard Creator.
• Educational Technology Advisory Committee (EdTAC)
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Tuesday, from 2:30-4:00 pm.
  • No Update
• Banner Committee
  • Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
  • Update: 10/10/25 at 5:00AM PST, broad updates to Banner systems were implemented successfully.
• Technology Council
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
  • Update: Windows 10 reached end of support on 10/14/25. Please report any outdated devices to ITS.

Supporting Students Effectively

We appreciate the continued effort from staff and faculty who go above and beyond to support students experiencing login or access issues. Your dedication ensures students receive the help they need, but to serve them as quickly and efficiently as possible, we ask that students submit their own support requests whenever possible.

When a ticket is submitted by someone other than the student, all notifications go to the submitting employee by default. This can make communication difficult, especially when the student’s contact information in Banner is outdated or incomplete. In those cases, ITS has no way to directly reach the student, leading to delays in resolution.

To avoid this, please encourage students to:

• Email ithelp@hancockcollege.edu to create a ticket automatically (the email subject becomes the ticket title, and the body becomes the request), or

• Use the “I Can’t Sign In” public ticket form to submit their own request:
  Submit an “I Can’t Sign In” Ticket

If needed, staff may assist the student in submitting the form, but it’s important that the request comes from the student’s own email account so ITS can gather their current, preferred contact information.

The ITS Help Desk is also available in person to assist students:

• Monday–Thursday: 10:00 a.m. – 2:00 p.m.

• Friday: By appointment

Thank you for helping ensure every student receives timely and direct support. Your partnership makes a significant difference in keeping Hancock’s technology services running smoothly.

September 2025 Ticket Summary

Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)

• June: 420
• July: 537
• August: 713
• September: 589

Location-less Tickets

332 tickets had no location specified.

Lompoc Valley Campus (LVC) Tickets

26 tickets originated from the Lompoc Valley Campus.

Top 5 Forms Used at LVC:

1. Something Broke: 12
2. Install Something: 5
3. Classroom/Cart Maintenance Request: 4
4. Problem Form: 2
5. Podium/Classroom Technology Walkthrough - Form: 1

5 Most Common Request Locations:

1. LVC 2: 9
2. LVC 1: 8
3. LVC 5: 5
4. LVC 3: 4

Only 4 unique buildings submitted ticket requests

Santa Maria Valley Campus (SM) Tickets

225 tickets originated from the Santa Maria Valley Campus.

Top 5 Forms Used at SM Campus:

1. Something Broke: 122
2. Install Something: 39
3. VOIP Telephone Request: 13
4. Problem Form: 11
5. Audio/Visual Event Request: 9

5 Most Common Request Locations:

1. Building A: 55
2. Building F: 21
3. Building B: 20
4. Building M: 17
5. Building C: 17

Notes