IT Customer Services
IT Customer Services is Downstate’s first point of contact for technology support. We help you restore service, request access and technology, find the right IT resource, and reach specialized teams when a request needs additional expertise.
About Us
We support the technology needs of Downstate’s four mission areas: Education, Hospital & Clinical Care, Research, and Administration.
Services and guidance we provide
Software & applications. Application access, installation and licensing, configuration, workflow assistance, reporting, integrations, training, and troubleshooting for supported institutional systems. View Application Services in TDX
Computers, hardware & devices. Support for computers, monitors, peripherals, docking stations, mobile devices, printers, and scanners — including setup, replacement, moves, accessories, retirement, and problem resolution. View Hardware & Device Services in TDX
Standards, policies & procedures. Guidance for supported technology, purchasing and approval, non-standard requests, account verification, equipment lifecycle, and safe use. Formal policies establish requirements; standards identify approved technology; procedures explain what to do and direct you to the right TDX process. Review purchasing and standards guidance
Contact and hours
| director | Lin Wang, PhD |
| phone | (718) 270-HELP (4357) |
| fax | (718) 270-3771 |
| location | BSB 1-27 |
| hours | Monday–Friday, 8 am to 5 pm After-hours support is provided with limited capacity and is intended for urgent requests |
Getting IT Support
Choose the situation that matches your need. Each option takes you to the correct service in the redesigned TeamDynamix Sandbox.
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.
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.
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:
- 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.
Technology Available at Downstate
Check here before requesting or purchasing technology. If a detail is still being finalized, use the listed TDX service so IT Customer Services can review and route your request.
Productivity, email, collaboration, and Office applications for employees and students.
- Availability: Provided by Downstate
- Who can use it: Employees and students
- Cost: Centrally funded
- Support: Supported
Create, edit, combine, and manage PDF documents.
- Availability: Provided by Downstate
- Who can use it: Faculty and administrators
- Cost: Centrally funded
- Support: Supported
Electronic signature and agreement workflows. Requests may require review based on the document, signer authority, data, and retention requirements.
- Availability: Provided by Downstate
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Approval: Workflow review required
Adobe creative applications for design, media, publishing, and related work.
- Availability: Available by request
- Who can use it: Faculty and staff
- Cost: Department funded
- Approval: Review required
Survey platform for education and research activities.
- Availability: Provided by Downstate
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Support: Limited support
Research data capture and analysis platform.
- Availability: Provided by Downstate
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Support: Limited support
Statistical software for education and research activities.
- Availability: Provided by Downstate
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Support: Supported
Statistical software for education and research activities.
- Availability: Provided by Downstate
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Support: Supported
Work management and collaboration platform for education and administration.
- Availability: Limited availability
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Approval: IT approval required
Downstate standard desktop configurations purchased through Dell Premier.
- Availability: Standard technology
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Approval: No additional IT approval
Authorized purchasers who do not have a Dell Premier account should submit the TDX account request.
Purchase through Dell Premier Request a Dell Premier account in TDX
Downstate standard laptop configurations purchased through Dell Premier.
- Availability: Standard technology
- Who can use it: Faculty and staff
- Cost: Department funded
- Approval: No additional IT approval
Authorized purchasers who do not have a Dell Premier account should submit the TDX account request.
Purchase through Dell Premier Request a Dell Premier account in TDX
Downstate standard monitor configurations purchased through Dell Premier.
- Availability: Standard technology
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Approval: No additional IT approval
Authorized purchasers who do not have a Dell Premier account should submit the TDX account request.
Purchase through Dell Premier Request a Dell Premier account in TDX
Common workplace accessories, including monitors, docks, keyboards, mice, webcams, headsets, and adapters.
- Availability: Standard technology
- Who can use it: Faculty and staff
- Cost: Centrally funded
- Approval: No additional IT approval for standards
Apple computers, tablets, phones, and related devices. The approved Insight purchasing process is being established.
- Availability: Process being finalized
- Who can use it: Faculty and staff
- Cost: Department funded
- Support: Limited support
Printing and scanning devices, including setup, moves, queues, secure printing, supplies, and problem resolution.
- Availability: Details being finalized
- Who can use it: Faculty and staff
- Cost: Varies by request
- Approval: IT approval required
Technology not listed? A product can be absent from this directory and still require institutional review. Check with IT before committing funds. Contact IT Customer Services in TDX
Technology Purchasing & Standards
Downstate technology purchases must follow institutional standards and required review. TDX is the current intake for IT approval of technology that is not already provided or covered by an approved standard.
Draft process. This sequence is under review and is not yet institutional policy.
- Check whether IT already provides it. A license, device, or service may already be centrally available. Check technology available at Downstate
- Use approved standards and channels. Standard Dell desktops, laptops, and monitors purchased through Dell Premier do not require additional IT approval. An approved Apple purchasing process through Insight is being established.
- Obtain approval for other technology. New or non-standard equipment, software, subscriptions, and technology services require IT review before purchase.
- Plan for enhanced review at $5,000 or more. The $5,000 threshold adds an acquisition-review requirement; it does not exempt lower-cost non-standard technology from approval.
Submit a technology purchase for IT approval
Decision still required: whether TDX will remain the IT-approval intake only, or coordinate the complete cross-functional purchasing and technology-review process.
Knowledge & Self-Service
Detailed setup, troubleshooting, and how-to instructions belong in the TDX Knowledge Base, where IT Customer Services can keep them current.
Before you contact IT Customer Services
Submit routine issues and requests through TDX. Call for urgent security or compliance matters, login problems, or technology failures that interrupt clinical or business operations.
Use the public Account & Sign-In Help service. Identity verification is required, so have your physical Downstate ID card available.
Standard Dell desktops, laptops, and monitors through Dell Premier are pre-approved. Other technology may require IT Business Office approval, and purchases of $5,000 or more receive enhanced acquisition review.
Use the general IT ticket path. IT Customer Services will route the request without requiring you to understand Downstate’s internal IT organization.