Service Delivery

Hours of Technical Phone Support - 718-262-5300/5311

• Monday through Friday  9:00 AM - 5:00 PM
• Saturday 8:00 AM - 4:00PM (During July On-Site weekend support is limited)

Locations for Support

• Welcome Center in the Academic Core Guy R. Brewer Blvd. entrace - use the sign-in Kiosk for help
• Media Services located in room AC-1G01F (F Corridor side) - support for reserving media and events equipment for all audio and visual needs
• Wireless & Mobile Device Support - by using the following link during our normal hours of operation: QLESS Flex Appointment

Additional Methods of Contact

• YConnect Self Service Portal - best way to get your issue in front of our customer care reps. We will respond during normal business hours.
• QLESS Kiosk at the Welcome Center or the link here Monday - Friday 9AM-5PM
• helpdesk@york.cuny.edu Monday - Friday 5PM-8PM to contact IT Support.

Off Hours Contact

Please fill the Report Tech Issue form during off hours as this will insure your issue is reported and will be addressed during our normal hours of operations.

If you are not a member of the campus network please contact the college during business hours at 718-262-2000 and listen to the main greeting for a list of departments you may select based on your inquiry or need.

IT Service Desk Support is available from the Welcome Center by using the QLESS sign-in Kiosk located in the Academic Core, GUY R. Brewer Blvd. entrance.

Using this system for contact will put you in a virtual line removing the need to have to wait at any location. One of our customer-care representatives will reach back out to you via text when they are ready to serve and provide support. For more information click here: CardinalQ

Hot Line Hours of Operation - 718-262-5303

• Monday through Friday  8:00 AM - 8:00 PM
• Saturday 8:00 AM - 4:00PM

Faculty can get help during live class room sessions by using our Smart Room support hotline Ext. 5303 or by using the hotlink at: Faculty-IT-Resources

Note: If the class room you are in does not have a phone you can use your mobile phone by dialing 718-262-5303

Please be aware that this same path for support also applies to the following areas:

• Library and all Lab CLT's in a live session scenario
• Conference Rooms and meeting spaces in a live session scenario
• Events on campus with a technology component like streaming, audio & visual
• QLESS application for support staff

Computers, scanners, printers, copiers and accessibility computing equipment are available in at the following locations:

Library located on the third floor of the Academic Core building, Room AC-3G01 and AC-3G09

Student Gov't Lab also located on the third floor of the Academic Core Building

Classroom building across the street from the Academic Core building on 160th street, drop in labs room CL-204 and CL-205.

Both the Library and Classroom buildings have CLT's on hand to support your needs and access to IT for any technology support needed. There is also a QLESS sign-in Kiosk in the Library where you can get into a support queue for help from IT.

If you are a student with special needs please contact our Center for Students with Disabilities at: CSD

The Media Equipment Services in Information Technology Service Delivery Team, lends equipment to students, faculty and staff, for use in the classroom, for coursework and for meetings, for all events.  Equipment includes microphones, podiums, loudspeakers, TVs, projectors and projection screens, clickers, lecture capturing devices, laptops, tripods, photo cameras, video and audio recorders,… Other services include processing loaner returns and mobile salvage intake Services, available from 8:30am to 5:45pm, including consultations, delivery, pickup and setup, demo's, training, and troubleshooting.

Reserve Equipment and Schedule Delivery/Pickup

• Equipment is lent out on a first-come, first-serve basis, so make sure to make reservations 5 days in advance.
• All equipment is loaned on a short-term basis and must be returned by the time specified in the reservation.
• Borrowers are responsible for equipment signed out under their name and equipment must be returned in the same condition as when it was borrowed. Make sure to check out your equipment at the time of borrowing and report any damage. Also, report any damage or malfunction that occurred during use upon return of the equipment.

Troubleshooting

For assistance specific to Media Services reserved equipment contact us at ext. 1600 or email us at mediaservices@york.cuny.edu

If you are having trouble getting through to Media Services please contact the York IT Service Desk at ext. 2757

Since the comprehensive campus-wide computer upgrade in 2013-14, York has implemented a steady refresh program, annually replacing systems. This program focuses on machines that are out of warranty and at the end of their lifecycle. The number of systems refreshed each year depends largely on budget allocations, with different deployment schedules for student and faculty/staff systems. In this section, we will provide updates on deployment activities. Currently, we are preparing for a new refresh targeting the remaining 20% of Dell 9020s from the 2013-14 upgrade, as well as other office systems. The latest models in use are the popular Dell all-in-one touch systems with built-in webcams and Windows 11. More updates will follow.

York College Refresh Policy

 1. Introduction

This Computer Refresh Policy aims to establish a structured and sustainable approach for the periodic replacement and upgrading of computer hardware across the University campus. The goal is to ensure that all faculty, staff, and student computer systems remain up to date, reliable, and capable of supporting academic and administrative functions efficiently.

 2. Objectives

• Maintain up to date computer systems to enhance productivity and user experience.
• Ensure compatibility with the latest software and technological advancements.
• Provide current security protections from cyber-attacks and threat sponsors.
• Minimize downtime and maintenance costs associated with aging hardware.
• Optimize budget allocation and funding resources for hardware refresh.

 3. Policy Scope

This policy applies to all University owned desktop computers, laptops, tablets and mobile devices used by faculty, staff, and students.

 4. Refresh Frequency

• Faculty and Staff Computers: Every 5 years and as funding allows.
• Student Lab, Classroom and Drop-In Computers: Every 4 years and as funding allows.
• Dedicated Workstations: Every 6 years or when no longer supported and as funding allows.
• Specialized Workstations (e.g., for research or high-performance needs): Depending on usage and technological advancements, could be on warranty expiration, security risk, support life cycle and as funding allows.

 5. Funding Sources

• Tech Fee: There is an allocation in tech fee that allows for yearly procurement of student systems
• Centralized Funding: Various departments have an allocation to cover the costs of the computer refresh for staff. This budget is reviewed and approved annually by the University’s finance committee.
• Budget Department: Our budget department in consultation with Information Technology reviews technology needs on a yearly basis to establish costs towards the computer refresh for faculty and staff.
• Departmental Contributions: Departments from time to time contribute from their own budgets

6. Resources and Implementation

• IT Department: The IT department is responsible for the planning, procurement, and deployment of new hardware. This includes conducting needs assessments, managing vendor relationships, receiving and preparing hardware, scheduling with departments, faculty or staff and ensuring timely installations.
• Inventory Management: A detailed inventory of all computer hardware is maintained to track age, condition, and refresh schedules. This includes the management of the entire fleet for support onsite or remotely.
• Salvage and Electronic Waste Disposal: All returning used equipment is re-processed for either re-use, re-purposed or for electronic waste disposal. This includes removal from initial location, inventory storage, scheduling data removal and securing as well as working with campus e-waste management.
• Standards and Specifications: Standard hardware specifications are established based on user needs, industry standards and cyber security capabilities. These specifications are reviewed annually.

7. Timings

• Annual Review: The IT department conducts an annual review each spring to assess the current state of computer hardware and identify units due for replacement in the upcoming fiscal year.
• Procurement Timeline: Orders for new hardware are placed by the end of the spring semester to ensure delivery and installation during the summer break.
• Deployment Schedule: New computers will be deployed during the summer break to minimize disruption. Any remaining installations will be completed during the winter break.

8. Annual Inventory

All computers are physically audited annually to satisfy property management policies set by Central. Mobile devices are requested to be brought in during this period which is usually during the spring and summer months.

9. Conclusion

The implementation of this Computer Refresh Policy ensures that our University’s technological infrastructure remains current, reliable, and capable of meeting the evolving needs of our academic community. By following a structured and well-funded approach, we can optimize resource allocation and enhance overall operational efficiency and continually improve the computing experience.

10. Policy Review

This policy is reviewed and updated every two years by the IT department in consultation with the University’s finance committee and departmental representatives. Any changes will be communicated to all stakeholders in a timely manner.

We are excited to announce the upcoming deployment of Proofpoint, a cloud-based email security solution, starting January 2025. This tool will help protect your campus email, Microsoft 365 Outlook, by providing advanced filtering to block phishing attempts, spam, and malicious links, keeping your information and the college's systems secure.What does this mean for you?

• You’ll receive better protection against email-based threats.
• Suspect emails may be flagged or quarantined, with guidance on how to handle them.

No action is required on your part—we’ll take care of the setup. As we roll out Proofpoint, we’ll provide additional updates and tips to help you make the most of this enhanced security.

If you experience any issues after the deployment, please contact our Service Desk at 718-262-5311 or email helpdesk@york.cuny.edu. We are here to ensure a smooth deployment of this critical security enhancement and answer any questions you may have.

Thank you for helping us keep your digital environment safe!

York College IT Team

Faculty members teaching in any technology equipped classroom who experience a technology issues during an active session have a hotline they can call to receive immediate attention for their issue.

This hotline is designed to get  a technician into the classroom as fast as possible. The faculty just need to provide a name, location and what is the issue they are experiencing and IT will dispatch support.

Warning: This line is only to be used by faculty in active sessions having technology difficulties. The line may be recorded and any misuse will be reported.

IT has regular and sometimes emergency maintenance schedules which are broadcast to students, faculty and staff depending on the systems involved. Check the schedule regularly to be sure you are up to date on any maintenance that can affect system access. In general there are no interruption in service but its a good idea to check in every now and then:

IT Maintenance Schedule

If you experience any issues after a maintenance has been performed related to the maintenance always contact our Service Desk at:

IT Service Desk

While classrooms now have multiple cameras installed for the hybrid learning Hyflex modality, the cameras can only record when activated from a Zoom or Microsoft Teams session or other video conferencing software. The webcam has to be selected while the session is open and the record button must be clicked. The camera's are always powered on and automatically track movement but are not active until connected to a session.

Use the forms on this page to report any issues seeing or hearing your professor while in an active session. We will investigate the issue and provide a follow-up to your inquiry. There are many moving parts in a Zoom or Microsoft Team conference session on both sides of the connection so please be sure you have good quality Wi-Fi, a working camera or audio connection, and always test your equipment before the class starts. These cameras like other network equipment attached to the campus and university networks are governed by support policies which dictate authorized personnel only actions such as installing, configuring, repairing, replacing and disconnecting. If you notice a camera is not working report immediately to IT, mediaservices@york.cuny.edu. If you notice a camera or any other smart hyflex room technology has been tampered with, report immediately to Public Safety Ext. 2222. Tampering with school property is prohibited.

If you need help with remote connectivity and other types of remote services please go to the following link for help before contacting IT

My Remote Services

SPSS License Update August 2024

Current messsage from Central Office CIS

The SPSS contract has been renewed. Your campuses current codes will not expire due to a 30 day grace period. New codes will be sent to the campus as soon as they become available.  

ESRI License Update

ESRI licensing has been renewed. There are a couple of developments with ESRI. All users should be using ArcGIS Online to download ArcGIS Pro.

The forthcoming retirement of ArcGIS Desktop has been long in the making. Most of you have already made the transition away from ArcGIS Desktop (ArcMap) to ArcGIS Pro for your Esri GIS desktop teaching and research needs.

Users asking for ArcMAP Licensing will not be able to access it anymore based on the article: ArcGIS Desktop Retirement in Education Programs - Affects ArcMap and ArcGIS Pro Single/Use Concurrent Use

For ESRI ArcGIS renewal the PO has been received and we are working with the vendor for the new 2025 expiration date. We will send out updates as we receive them. Thank you again for your patience understanding in this matter.

Complex Password Requirements

A valid password must meet all of the following conditions:

Password change reminder will be sent 14 days after the last password change. Password must be between 8 characters and 13 characters Passwords longer than 13 characters will be truncated after the 13th char. Password must not be one of 4 previous passwords. Password must contain at least 1 uppercase letters and one special character. Password will expire 180 days after the last password change.

Password Reset Process

The Self Service Password Reset Profile process takes about 90 seconds. Once successfully completed, you will see a message stating "You have successfully updated your profile." If you ever forget your password or if it expires, you can use the "Reset my password" link (on the same mypassword web link) to reset your password instead of visiting the college. This is your York Network ID. This is part of rDirectory contact and identity management tool available to all faculty and staff at York College.

Setting Up M365 Cloud base email profile

Go to the follow PDF for instructions on how to do this on your desktop MyCloud

Reasons why restarting your computer regularly is beneficial

Here are 9 reasons worth reviewing: Reboot

A Clicker is a device that can integrate into a PowerPoint presentation and allow students to participate by submitting responses to questions and viewing immediate feedback. In turn, the presenter can engage students, assess learning, gather data and enhance the presentation. Click here for how to videos: MyClicker

Adobe Creative Cloud Download

Required training:

• Create Requisition - If you are new to CUNYBuy or have any role in the Procurement lifecycle, this training is mandatory before use

CUNYBuy Blackboard training, access and enrollment instructions:

To access any CUNYBuy course, you will be required to login to Blackboard using your CUNY login credentials (first.lastname##@login.cuny.edu).

To self-enroll into each applicable course:

1. Visit the CUNYBuy Training Hub
2. Under the Red "Access Denied" click “+Enroll” on the left.
3. Click the Submit button to complete the enrollment. 
4. Click the OK button to proceed to the CUNYBuy course.​​​​​​​

If you are experiencing difficulties accessing the Blackboard training, this is not a CUNYBuy issue.  Create a ServiceNow ticket with your campus IT and request it be assigned to CIS Training. To Contact IT call 718-262-5311 or email us at helpdesk@york.cuny.edu

Hands-on support sessions - For anyone having issues in CUNYBuy but first check with campus IT incase it's a local issue

In addition, once user have successfully completed the courses and there are any questions, user may join one of the online support sessions.

York College Information Technology Historic

2025 Year-End Review, Milestones & Team Recognition

A Year Defined by Challenge, Resilience, and Excellence

The year 2025 stands as the most demanding—and most rewarding—year I have experienced in over 40 years in Information Technology. It was a year marked by unprecedented operational pressure, ambitious institutional projects, shifting University-wide mandates, and continuous external deadlines. Yet through it all, the York College IT team did not just endure—we delivered.

This team successfully executed a comprehensive portfolio of transformational projects while simultaneously sustaining daily operations at extraordinary scale, including:

· Nearly 15,000 KACE Incident Management transactions

· Thousands of cybersecurity threat mitigations

· 111+ approved infrastructure changes

· 350+ CUNYfirst security authorizations

· Close to 6,000 students, faculty, and staff supported through QLess

· Hundreds of computers deployed campus-wide

· A full departmental relocation and facility renovation

· Ongoing participation in campus-wide initiatives such as Assessment, CUNYWorks, and University governance efforts

All of this occurred without interruption to service, and often under compressed timelines driven by Central Office initiatives such as CUNYfirst password resets, MFA enforcement, and system-wide security mandates.

Major 2025 Technology Milestones

Infrastructure, Network & Security Transformation

· Completion of the Network Modernization Project (NMP), including:

Ø  Core and data center upgrades

Ø  Replacement of end-of-life switches

Ø  Redesigned security zones and perimeter defenses

Ø  Minimal disruption during phased decommissioning

· Migration to cloud-based Proofpoint, dramatically improving threat detection and response for all users

· Successful rollout of CUNYfirst MFA for faculty, staff, and students—one of the most operationally complex security initiatives we have faced

Academic, Research & Student Success Enablement

· Deployment of a high-performance AI Computing Environment, supporting research, innovation, and institutional AI initiatives

· Continued development and enhancement of YorkGPT, reinforcing York’s leadership in responsible AI adoption

· Creation of a secure Ethical Hacking Environment for instructional use

· Implementation of BI Dashboards to support enrollment, retention, and graduation analytics

· Launch of systems supporting internships, career readiness, and student engagement

Student-Facing & Administrative Systems

· Upgrade to QLess Tempo, modernizing virtual queuing and service delivery

· Replacement of Hobsons with Slate

· Launch of Handshake as a new career hub

· Implementation of CourseDog Events, modernizing event and space workflows

· Expansion of Wi-Fi infrastructure and modernization of classroom and athletics technology

Operational Excellence & Campus Support

· Completion of campus-wide copier replacement

· Execution of multiple capital computer refresh projects for faculty, staff, and student labs

· Support for campus beautification moves and technology relocations

· Full relocation and consolidation of IT units into a newly renovated IT Support Center—achieved while maintaining uninterrupted operations

Web, Digital Presence & Community Engagement

· A major overhaul of the York College website, improving accessibility, usability, and campus communications

· Development of new web-based systems for voting, submissions, recognition, and internal processes

· Representation of York College at the CUNY IT Conference, including a Year-in-Review presentation highlighting YorkGPT

The Human Side of This Success

None of this happened by chance.

It happened because every member of this IT organization played a role—from frontline support staff to engineers, developers, analysts, administrators, and leadership. Each contribution mattered. Each challenge was met with professionalism, creativity, and determination.

What makes this year especially remarkable is not just what was accomplished, but how it was accomplished:

· Under constant pressure

· With shifting priorities

· With limited margins for error

· While supporting a campus community of nearly 6,000 users

· While responding to University-wide mandates that often arrived with nearly impossible deadlines

· With limited resources

And yet—the team held its own.

A Message of Pride and Gratitude

I want every member of the York College IT team to know this:

You matter. Your work matters. And York College is better because of you.

The challenges of 2025 tested us in ways few years ever have—but they also proved something extraordinary:
There is nothing this team cannot overcome together.

I have never worked with a group more determined, more capable, or more committed to service excellence. It is an honor to stand alongside you, and I am profoundly proud to be part of this team.

Leadership and Gratitude

I would be remiss if I did not also extend my sincere gratitude to our IT management team, whose leadership, judgment, and tireless commitment made the execution of this work possible. Their ability to guide teams through constant change, competing priorities, and high-stakes deadlines was instrumental to our success.

Equally important, I want to acknowledge the senior leadership above me, whose trust, belief, and unwavering support allowed us the flexibility and confidence to act decisively. Without that support—and the shared belief that progress is possible even with limited resources—none of this would have been achievable. I am deeply grateful for the opportunity to lead, to innovate, and to deliver on behalf of York College.

 As we move into 2026, carrying forward ongoing refresh efforts, new initiatives, and even greater opportunities, we do so with confidence—because we have already shown what we are capable of when it matters most.

Thank you for an incredible and historic year, York IT Staff class of 2025!

Greg Vega - Interim AVP/CIO