How do I reset my password?

Don't remember your username or password? Go to LoneStar.edu/getusername to look up your LSCS username. Go to LoneStar.edu/resetpassword to reset your password without having to call the OTS Service Desk.

When should I contact the Service Desk, and what information should I have ready?

The Office of Technology Services (OTS) Service Desk team is the first point of contact for all inquiries to the OTS department. Contact our Service Desk to request any technology service, or if you have an immediate problem. If the Service Desk team cannot answer your query, or provide you with the information that you require, they will refer the matter to another team member with the relevant expertise or responsibility.

When technical support is needed, please contact the Service Desk directly. We can be reached at 832.813.6600 (toll free 866.614.5014) for immediate assistance 24 hours a day, 365 days a year or E-mail ots@lonestar.edu. You can also submit a ticket electronically through LoneStar.edu/ServiceNow.

Faculty members, if you are in a classroom and need immediate IT assistance, pick up the emergency phone and ask to be transferred to OTS support.

When to call...  Before you call...  When you are ready to call...

To request any OTS service or for an immediate problem. 

 Please try the following:
  • Reboot the machine.
  • Check to ensure all cords are plugged into both the computer and the wall.
  • Write down any specific details you have concerning the question or problem and/or any error messages and when they occurred. This saves time and helps generate a more prompt solution.

 

 Please have the following:
  • Name (last, first)
  • Phone number or on-campus extension
  • Building
  • Room number
  • Nature of the problem (what is wrong?)
  • User type (student, staff, faculty, etc.)
  • Department (accounting, admissions, etc.)
  • Room where the problem is located
    (lab, classroom, office, etc.)
  • Request type (what you would like done)
  • Item affected (hardware, software, network, etc.)

 

When I need help, why should I contact the Service Desk first instead of a technician directly?

The Service Desk knows which technicians are in, and what the current work load of each technician looks like each day. If you call a technician directly, your problem may not be addressed promptly if that technician is out at that time. We have had cases of this happening and work orders needing immediate attention not getting resolved for a few days due to the direct call. Please use the Service Desk as your first point of contact. 

When will my computer problem be fixed?

You can track work orders you send to the Service Desk. The online system, called Service-Now (or SNOW), is very easy to use and allows you to view, track and follow up on work orders sent to the Service Desk.

To access the web-based ticketing system, go to LoneStar.edu/ServiceNow (consider bookmarking the site as a Favorite). Your “User Name” is your Lone Star network username and your password is your network login password.

How do I find out what services are offered by the Office of Technology Services?

Check out our Services Catalog to view a comprehensive list of technology services available to students, faculty, and staff.

Where do I find information on WebEx or Telepresence meetings? (employees only)

Visit Web and Video Conferencing on the OTS Services webpage for information. To schedule a meeting, follow the instructions at Web and Video Conferencing.

How do I order AV equipment? (employees only)

Visit the Service Now website LoneStar.edu/ServiceNow and go to Request Services > Audio/Visual Services to complete a request form.

I have a personal computer that I use for work-related or school-related reasons, but I'm having problems with it. If I bring it to you, will you fix it?

Unfortunately, we are not able to troubleshoot computers that are not issued or owned by the college. 

I am an employee and I need to check my LSCS e-mail from home. Is this possible?

Lone Star College System offers Employee Webmail (Microsoft's Outlook Web App) to allow employees to access their LSCS E-mail from any computer with an Internet connection. It is located at webmail.LoneStar.edu. You must log in with your network user name and password to gain access to your E-mail. If you are using a public computer, it is very important that you log out of E-mail when you are done, or the next person who uses the computer may be able to access it.

How do I forward Lone Star College E-mail to my personal E-mail account (students)?

Visit the ServiceNow Knowledge Base for instructions on how to forward student E-mail to an external account. 

How do I set up Lone Star College E-mail on my iPhone or iPad?

Visit the ServiceNow Knowledge Base to learn how to set up Lone Star E-mail on an iOS mobile device such as an iPhone or iPad.

How do I setup Lone Star College E-mail on my Android mobile device? 

Visit the ServiceNow Knowledge Base for instructions on how to set up Lone Star E-mail on your Android device.

How do I change my e-mail signature? (employees only)?

Follow these instructions to update your LSCS E-mail signature and add an image to your signature in Microsoft Outlook / Entourage (Mac). 

How do I request a voicemail account? (employees only)

Full-time employees and adjunct instructors must have an E-mail account set up before they can apply for voicemail. The voicemail account request form is located here. You may also view instructions in the Voicemail Instructions document.

How do I access my voicemail from home? (employees only)

View instructions in the Voicemail Instructions document.

What kinds of computers are assigned to LSCS employees?

Through continued dedication to LSCS faculty and staff, OTS offers employees several Windows-platform or Apple-OS computer options. Faculty members have the choice of either a Desktop or a Laptop. Additionally, if a faculty member instructs a course with higher graphics, memory, or audio needs (AutoCAD, Photography, Video Editing, Gaming or in a Macintosh Lab), they will have the option of having this type of computer in their office location, with their Dean’s approval.

Exempt employees have the choice of either a Desktop or Laptop. Additionally, they can choose a non-standard computer with higher-end graphics, memory, or audio, including a Macintosh, if approved by their supervisor to meet a specific business need. Non-exempt employees typically receive a desktop. However, they do have the option of selecting a Laptop, but only if approved by their supervisor and Human Resources first.

NOTE: Written business justification for a high-end computer must be approved and submitted by the Department Head or Dean to the OTS Campus Director before an order can be placed.

Check with your local OTS office to see exactly what models are currently being offered. OTS will assist with what equipment will work best for you. When your new computer arrives, a technician will contact you to make an appointment to move all your files, documents, email settings and applications to your new computer.

I need to get a door on campus opened. You have keys, right? Will you come open the door for me?

Sorry, but we are not able to unlock doors. If you need a room unlocked, please contact the LSCS Campus Police to open your door.

The printer is out of paper.

Please contact your division office. We do not keep supplies on-hand to restock printer paper.

Other questions...

Have a question not included on this page? Contact the Service Desk at 832.813.6600 (toll free 866.614.5014) for immediate assistance 24 hours a day, 365 days a year. Or, submit a ticket electronically through LoneStar.edu/ServiceNow.

Faculty members, if you are in a classroom and require immediate technology assistance, pick up the emergency phone and ask to be transferred to OTS support.

 

 

 

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