How do I ask Aspen ITS for Help?

Overview

This is a guide for anyone who needs to contact our Helpdesk. You can also view this as a presentation here:

Phone: 202-736-2283

Emergency / time sensitive incidents will be responded to within 1 hour.

Available on aspennet.org/policies

During the planning stages of projects
When you have a new project, call us early to help prepare for the new “thing.”
As soon as you notice something isn’t working
Call us as soon as you can so we can work to fix the issue before the warranty expires on your computer / device.
When you are looking at new software
We have a large portfolio of software we support. Before trying to find something on your own, ask us for recommendations!
When you think you’ve been hacked or clicked a suspicious link
Don’t be afraid to report when you think you’ve received and/or fallen for a phishing scam. We’re here to help.
If your Okta account has been disabled or locked
Have a photo ID ready for a Zoom call if we need to reset your password or MFA.

During the planning stages of projects
When you have a new project, call us early to help prepare for the new “thing.”
When you think you’ve been hacked or clicked a suspicious link
Don’t be afraid to report when you think you’ve received and/or fallen for a phishing scam. We’re here to help.
If your Okta account has been disabled or locked
If you haven’t accessed your Okta account for 6 months, it may get locked and require IT to unlock it so you can login again. Have a photo ID ready for a Zoom call if we need to reset your password or MFA.