Computer Lab Hours The lab is open during the hours that the Nitze building is open throughout the year even though assistance will only be available during the following hours: - Monday - Friday
6 am - 11 pm (Onsite Support from 8 am to 7 pm) - Saturday - Sunday
6 am - 11 pm (Onsite Support from 12 pm to 3 pm) - University Holidays
6 am - 11 pm (Onsite Support from 12 pm to 3 pm) - Hours For The First Two Weekends into Fall Semester
10 am – 4 pm
Support during business hours (Monday - Friday 8 am to 7 pm) is available by calling xhelp (4357) from an internal phone or 202.663.5666 from a cell phone. For an emergency after hours, please select the emergency option when calling the helpdesk at the number listed above. Please keep in mind that you have to use your JHED ID in order to gain access to the computers. There is no EATING or DRINKING allowed in the lab in order to protect the equipment. Computer Lab Hours during Semester Finals The computer lab hours are extended during semester finals in the Nitze Building. Extended lab hours are: - 6:00 am - 1:00 am (Onsite Support from 8 am to 7 pm)
Service Desk SAIS Technology Support activities are handled by the Service Desk (SD). The SD serves as the Single Point of Contact (SPOC) for end-users who need help with any technology issues and facilities incidents or requests for: - PCs and Peripherals
- Application Support
- Network Support
- Server Support
- Student IT Support
- Phone Support
- J-Card Services
- Multimedia Support
- Copier Support
- IT-related Projects
- Classroom Technology Support
Also includes Mailroom Support and Special Events requiring technology support. In order to ensure optimal customer service, any coordination necessary to execute your request with other departments will also be handled by the SD. Hours of support for the Service Desk are: - Monday - Friday (8 am to 7 pm)
- Additional Classroom Support is available in the evenings
- Monday - Friday (5 pm to 8 pm)
- Saturday (9 am to 5 pm)
There are several ways to submit a request to the SD for assistance: - Call xhelp (4357) or 202.663.5666 from outside SAIS
- You may also leave a voicemail and a technician will get back to you during business hours
- Email Saishelp@jhu.edu anytime from anywhere
- Use Self Service at https://saishelp.jhu.edu/helpdesk or through the SAIS portal https://my.jhu.edu under the SD tab – in most cases you will be prompted for your JHED credentials.
It’s important that all calls are routed via the SD for tracking and triaging purposes. Please do not bypass the system by calling support people directly. Upon submission of your request, you will receive an automated email confirmation with a ticket number and a link to our Self Service page. You may also receive additional update emails as we work to complete your request. Once your ticket is closed you will receive another email, as our technicians have been instructed to confirm ticket completion with the customer prior to closing it. In order to receive real-time feedback from our customers, 10% of the tickets closed will generate a link to a customer survey where you can comment on the quality and caliber of the service received. Please do not hesitate to email saiscio@jhu.edu if you feel that your expectations have not been met. The matrix available at the link below contains information on the different priority levels and their corresponding response times: https://collaboratelegacy.johnshopkins.edu/sites/SAIS/SD/default.aspx. | 
