IS Answers & Help Desk
Information Services Help Desk FAQs
How do I get support now?
You can contact the IS Help Desk during normal business hours (8 a.m. to 5 p.m.) using 704-216-7200. Should you need assistance during the evenings or on weekends, call the same IS Help Desk number (704-216-7200), and you will be forwarded to Blackboard’s Help Desk for immediate support. You can also reach our Online Support Center at any time, too: Rowan-Cabarrus Help Desk.
What is the Online Support Center?
Rowan-Cabarrus Community College’s Online Support Center serves as a support gateway for students, faculty, and staff. Here you can search the Knowledge Base for answers to commonly asked questions, initiate a live chat, submit a ticket, and review your support history.
When can I get support?
We understand that you may require support after hours, during holidays or on weekends. Please contact the IS Help Desk during normal business hours (8 a.m. to 5 p.m.) and our Support Center ANYTIME at your convenience; representatives are available 24/7 year round to provide assistance.
What can the Online Support Center help with?
Our professionally trained Blackboard experts are ready to assist you with Blackboard and technical related inquires. Common issues include:
- Blackboard, email, WebAdvisor, and Network account access issues
- Wi-Fi and network troubleshooting
- Classroom and Computer Lab assistance including ECOprint inquiries
- General technical support issues and inquiries
How long will it take to resolve my issue?
When contacting us by phone or live chat, most issues are resolved within 5-10 minutes, although complex issues may take a bit longer to resolve. Ticket submissions through the Online Support Center are typically resolved within 24 hours, depending on the time of year. During non-peak times, it is not unusual to have web submitted requests resolved within a few hours.
Why are we doing this?
This new service will allow students, faculty and staff a much improved customer experience round the clock, 365 days a year. Blackboard’s Help Desk team is knowledgeable about general computer and application challenges as well as knowledge specific to Rowan-Cabarrus.
What happens if I call 704-216-7200? What about if I email firstname.lastname@example.org?
Your call will reach the IS Help Desk during normal business hours (Monday – Friday 8 a.m. to 5 p.m.) who will process your call and help resolve your issue. For evenings and weekends, your call will go to Blackboard’s Help Desk team who will process your call and help resolve your issue. Any issues that cannot be resolved during evenings or weekends by the Blackboard Help Desk team will escalated to the internal IT team here at Rowan-Cabarrus the next business day. Your emails will reach the IS Help Desk here and will be processed and acted upon by our internal IT team here at Rowan-Cabarrus.
Who will I be talking to if I call this new 1-800 number?
You will be talking a member of the Blackboard Help Desk team. Any issues or requests they are unable to resolve will be escalated to the internal IT team Services here at Rowan-Cabarrus.
I just need something easy, like having my email password reset. How can I get that taken care of?
Thanks to this new portal, we’ll have lots of information available on how you can do things like this yourself! The new self-service section will include answers to commonly asked questions and problems – like how to reset your email password. We will continue to add more information to the portal to make your user experience a more pleasant one. We are also looking at ways of improving how faculty, staff and students can reset their own passwords more easily on their own.
I’m on campus and need to talk to someone face-to-face. Where can I go?
Walk-ins are still available on campus at the following locations:
- North Campus – Building 100, Navigation Station
- South Campus – Building 2000, Room 2322
- NCRC / West Avenue Center – Room 3233 at NCRC
- CBTC – Room 9130