Ways to contact IT
IT Service Portal
Use the IT Service Portal form to:
- Get IT services
- Browse software
- Look up hardware
- Read IT Knowledge Base articles
- Contact Help Desk support
- IT Systems Access Requests
Library IT Help form
The Library IT Help form can be used to report all problems or questions related to the My MCL/BiblioCommons public catalog, Symphony, eResources, or other technologies. If there is an urgent situation and major systems, like Symphony or the public catalog, are down, please call 503-988-HELP (4357) and choose option 1.
- Self-checkout stations
- Laptops/Chromebooks
- Reporting stolen loaner laptops and other devices (this page may be out of date, I sent it to TAT with other laptop questions)
- Headphones: loaning, disposal and free earbuds
- Offline circ
- Mobile Staff app: Basic operation
- Printing
- Suspected illegal material (child sexual abuse material)
- RFID pads, connection to Symphony
- Library Connect (Library Services page, not Circ)
- ITEM database error message
- Hold Lockers
Contact the IT Help Desk directly
- 503-988-5100 (x85100)
- ithelpdesk@multco.us
Call the Help Desk any time, day or night for urgent needs. Use email for less pressing issues.
What information does the Help Desk need from me?
- Your name (for follow up)
- Location
- Phone number
- PC name, or name of the printer or other device from the label on the device
- Description of the problem
- Names to add to the ticket "Watch List" - these are the people who should get updates; Branch Leaders should be added to any hardware issues
When should I contact the Help Desk?
- Report any broken or malfunctioning equipment or software
- Report stolen equipment. Include device information (make/model, serial number) and the police report number, if a police report has been filed
- Report problems with Symphony - please include the patron and item numbers
- Software requests for a public program. See Public Training Team for more information
- App requests for iPads
When will my problem be fixed?
- Some issues can be resolved over the phone or worked on immediately.
- Other issues may be assigned to Monday through Friday staff. Names on the Watch List will get updates as work on the issue progresses.
- Emergency tickets are forwarded to an IT Manager who can call in staff to resolve the emergency.
FAQs
- Your name (for follow up)
- Location
- Phone number
- PC name, or name of the printer or other device from the label on the device
- Description of the problem
- Names to add to the ticket "Watch List" - these are the people who should get updates; Branch Leaders should be added to any hardware issues
- Report any broken or malfunctioning equipment or software
- Report stolen equipment. Include device information (make/model, serial number) and the police report number, if a police report has been filed
- Report problems with Symphony - please include the patron and item numbers
- Software requests for a public program. See Public Training Team for more information
- App requests for iPads
- Some issues can be resolved over the phone or worked on immediately.
- Other issues may be assigned to Monday through Friday staff. Names on the Watch List will get updates as work on the issue progresses.
- Emergency tickets are forwarded to an IT Manager who can call in staff to resolve the emergency.