Extended Support Hours
To better support our growing remote workforce across time zones, IT helpdesk support hours have been extended effective February 3, 2026.
| Day | Previous Hours | New Hours |
|---|---|---|
| Monday – Friday | 8:00 AM – 6:00 PM EST | 7:00 AM – 8:00 PM EST |
| Saturday | Not available | 9:00 AM – 1:00 PM EST |
| Sunday | Not available | Emergency only (ext. 5400) |
New: Live Chat Support
We've added a live chat option for quick questions and low-priority issues. You can access it directly from the IT Service Portal — look for the chat bubble in the bottom-right corner of any page.
Live chat is staffed during all extended support hours. For complex or urgent issues, phone support remains the fastest route.
When to Use Each Channel
- Live Chat: Quick questions, password resets, how-to guidance, status checks
- Phone (ext. 5400): Outages, security incidents, urgent access issues
- Portal Ticket: Non-urgent requests, software installs, access provisioning
- Email (helpdesk@company.com): For non-time-sensitive requests and follow-ups