Getting IT Support
Start Here
Report an issue
Use this when technology is not working as expected. Choose the affected technology area, then describe the problem and its impact.
Examples: application error, printer problem, device or connectivity issue
Browse the service catalog
Use this when you need something provided, installed, changed, or enabled. Select the service that matches your request.
Examples: access, setup, installation, equipment, change, or consultation
Account & sign-in help
Use the public account-help service if a password, lockout, NetID, or multifactor authentication problem prevents you from signing in.
Have ready: your physical Downstate ID card for identity verification
Open a ticket
Use this when none of the available services appears to match. IT Customer Services will review and route your request.
Before submitting: describe what you need and how it affects your work
Urgent or after-hours problem?
Do not wait for an online response. Call IT Customer Services for security or compliance issues, or for login and technology failures that interrupt clinical or business operations.
Call (718) 270-HELP
Accounts & Access
Locked out or unable to sign in?
Account and sign-in help remains available without authentication. Identity verification is required before IT Customer Services can assist with a protected account.
Online account help.
Use the public Account & Sign-In Help service. Be prepared to provide the last six digits from your physical Downstate ID card in the protected verification field. Open account help
Walk-in account help.
Bring your physical Downstate ID card to IT Customer Services at BSB 1-27 during regular service hours. View contact and hours
Protect your identity information.
Do not send your full Downstate ID card number or password by email, and do not include it in a general ticket description.
Before You Submit
Help us understand what you need.
The right details help IT Customer Services assess the impact, route the ticket correctly, and respond efficiently.
When you submit a request, include useful details:
- Describe what you were trying to do.
- Include the affected system, device, or application.
- Explain the business or clinical impact.
- Provide location and contact information when relevant.
- Attach a screenshot only when it contains no sensitive information.
Policy work in progress.
Formal response, resolution, and escalation practices are being reconciled. Approved priority definitions, service targets, and escalation rules will be published here when available.