Lose your password again? Locked out of your email account? New extended hours are now available to help faculty, staff and students in a technological bind.

Information Technology Services has recently extended its phone service hours for Tier One technical support to 24 hours a day, 7 days a week for the Park community.

Tier one services mostly include the recovery of passwords and unlocking student and faculty accounts.

The Help Desk crew consists of a staff of three: Donnie Jones, Help Desk technical support specialist for Information Technology Services, and work study students Eli Bull, junior computer science major, and Kelsye Hagar, freshman social psychology major.

The Help Desk phone number no longer goes directly to help desk but now prompts callers to a three-option menu. The first option is for registrar or financial aid enrollment services; the second for e-companion or online classroom; and the third for all other issues. The third option will automatically redirect if no option is chosen and will give information on how to access the frequently asked questions section online at http://parkuniversity.echelp.org before putting a caller through to the help desk.

This phone menu is still being altered to change the wording, which is somewhat vague, and Jones also explained that the routing is still not consistent. These issues are expected to be worked out soon.

The Help Desk staff is also currently preparing more FAQ and self-help sections for Park’s website.

“We are now working to improve our documentation and create a set of FAQ or self-help and build out a system of knowledge based articles,” said Jones.

Because the Help Desk name implies a service for all help about Park, the unit of ITS will soon change its name to reflect its services in technical support.