NCI-Frederick - Computer Support

Roadmap to Accessing Services - Who Do I Call for Assistance?

Responsibility for computer support at the NCI-Frederick is primarily shared between two areas: Computer & Statistical Services (C&SS/DMS) and the Advanced Biomedical Computing Center (ABCC/SAIC-Frederick). You can feel confident that your request will be routed to the proper organization regardless of who you contact.

In most cases you will initially contact the Computer Service Helpdesk (at X-5115). Not only does the Helpdesk serve as a central point of contact for computer support for NCI-Frederick residents, but the majority of support request fall under the preview of the Helpdesk. (The ABCC/Communications Helpdesk can be reached directly at X-5555.)

The following "Roadmap" may help determine who to refer your question or request to:

IF: The problem can't be isolated (i.e., You're not sure what the problem is!).

THEN: Contact the Computer Service Helpdesk (at X-5115). Helpdesk staff can help you isolate the problem over the phone or dispatch a technician to further troubleshoot the problem.

 

IF: The problem is definitely with your computer (i.e., You can't print a document on your computer but it works fine on a co-workers computer).

THEN: Contact the Computer Service Helpdesk (at X-5115). Helpdesk staff will assist you over the phone or dispatch a technician to resolve the problem.

 

IF: The problem occurs on multiple machines in the area (i.e., the Web isn't accessible from any computer; no one's e-mail works in the lab,etc.) or you are using one of the resources at the ABCC.

THEN: Contact the ABCC Communications group (at X-5555). Most likely the problem is related to the NCI-Frederick Wide Area Network or Internet.