1073 lines
52 KiB
Text
1073 lines
52 KiB
Text
<!DOCTYPE html>
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<html lang="en" dir="ltr">
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<head>
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<meta charset="utf-8" />
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<script async src="https://www.googletagmanager.com/gtag/js?id=G-0MB9QTWNP0"></script>
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<link rel="icon" href="/sites/default/files/favicon_0.ico" type="image/vnd.microsoft.icon" />
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<link rel="canonical" href="https://cit.nih.gov/services-and-support/find-support" />
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<link rel="shortlink" href="https://cit.nih.gov/node/580" />
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<title>Find Support | CIT Customer Portal</title>
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/ajax-progress.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/details.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/hidden.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/item-list.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/progress.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/reset-appearance.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/tabledrag.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/tablesort.module.css?sk17fb" />
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<link rel="stylesheet" media="all" href="/core/modules/system/css/components/tree-child.module.css?sk17fb" />
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</head>
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<body class="layout-no-sidebars page-node-580 path-node node--type-landing-page">
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<a href="#main-content" class="visually-hidden-focusable">
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Skip to main content
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</a>
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<section
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class="usa-banner"
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aria-label="Official website of the United States government"
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>
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<div class="usa-accordion">
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<header class="usa-banner__header">
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<div class="usa-banner__inner">
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<div class="grid-col-auto">
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<img
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aria-hidden="true"
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class="usa-banner__header-flag"
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src="/themes/custom/customer_portal_theme/images/uswds/us_flag_small.png"
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alt=""
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/>
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</div>
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<div class="grid-col-fill tablet:grid-col-auto" aria-hidden="true">
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<p class="usa-banner__header-text">
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An official website of the United States government
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</p>
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<p class="usa-banner__header-action">Here’s how you know</p>
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</div>
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<button
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type="button"
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class="usa-accordion__button usa-banner__button"
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aria-expanded="false"
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aria-controls="gov-banner-default"
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>
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<span class="usa-banner__button-text">Here’s how you know</span>
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</button>
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</div>
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</header>
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<div
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class="usa-banner__content usa-accordion__content"
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id="gov-banner-default"
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>
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<div class="grid-row grid-gap-lg">
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<div class="usa-banner__guidance tablet:grid-col-6">
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<img
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class="usa-banner__icon usa-media-block__img"
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src="/themes/custom/customer_portal_theme/images/uswds/icon-dot-gov.svg"
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role="img"
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alt=""
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aria-hidden="true"
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/>
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<div class="usa-media-block__body">
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<p>
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<strong>Official websites use .gov</strong><br />A
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<strong>.gov</strong> website belongs to an official government
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organization in the United States.
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</p>
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</div>
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</div>
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<div class="usa-banner__guidance tablet:grid-col-6">
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<img
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class="usa-banner__icon usa-media-block__img"
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src="/themes/custom/customer_portal_theme/images/uswds/icon-https.svg"
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role="img"
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alt=""
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aria-hidden="true"
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/>
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<div class="usa-media-block__body">
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<p>
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<strong>Secure .gov websites use HTTPS</strong><br />A
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<strong>lock</strong> (
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<span class="icon-lock"
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><svg
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xmlns="http://www.w3.org/2000/svg"
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width="52"
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height="64"
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viewBox="0 0 52 64"
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class="usa-banner__lock-image"
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role="img"
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aria-labelledby="banner-lock-description-default"
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focusable="false"
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>
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<title id="banner-lock-title-default">Lock</title>
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<desc id="banner-lock-description-default">Locked padlock icon</desc>
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<path
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fill="#000000"
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fill-rule="evenodd"
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d="M26 0c10.493 0 19 8.507 19 19v9h3a4 4 0 0 1 4 4v28a4 4 0 0 1-4 4H4a4 4 0 0 1-4-4V32a4 4 0 0 1 4-4h3v-9C7 8.507 15.507 0 26 0zm0 8c-5.979 0-10.843 4.77-10.996 10.712L15 19v9h22v-9c0-6.075-4.925-11-11-11z"
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/>
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</svg> </span
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>) or <strong>https://</strong> means you’ve safely connected to
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the .gov website. Share sensitive information only on official,
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secure websites.
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||
</p>
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||
</div>
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</div>
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||
</div>
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||
</div>
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||
</div>
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||
</section>
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||
<noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-PMTLFH"
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height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript>
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<div class="dialog-off-canvas-main-canvas" data-off-canvas-main-canvas>
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<div id="page-wrapper">
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<div id="page">
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<header id="header" class="header" role="banner" aria-label="Site header">
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<nav class="navbar navbar-dark bg-transparent navbar-expand-lg" id="navbar-main">
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<a href="/" title="Home" rel="home" class="navbar-brand">
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<img src="/sites/default/files/cit-logo-retina.png" alt="Home" class="img-fluid d-inline-block align-top" />
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CIT Customer Portal
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||
</a>
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||
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<button class="navbar-toggler collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#CollapsingNavbar" aria-controls="CollapsingNavbar" aria-expanded="false" aria-label="Toggle navigation"><span class="navbar-toggler-icon"></span></button>
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<div class="collapse navbar-collapse justify-content-end" id="CollapsingNavbar">
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<nav role="navigation" aria-labelledby="block-customer-portal-theme-mainmenu-menu" id="block-customer-portal-theme-mainmenu" class="block block-menu navigation menu--main-menu">
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<h2 class="visually-hidden" id="block-customer-portal-theme-mainmenu-menu">Main Menu</h2>
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|
||
|
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<ul class="clearfix nav">
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<li icon="_services_icon" class="nav-item menu-item--expanded menu-item--active-trail">
|
||
<a href=/services-and-support icon="_services_icon" class="nav-item menu-item--expanded menu-item--active-trail nav-link active nav-link--services-and-support">
|
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IT Services
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||
</a>
|
||
<ul class="menu">
|
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<li icon="_services_icon" class="nav-item">
|
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<a href=/services-and-support icon="_services_icon" class="nav-item nav-link nav-link--services-and-support">
|
||
Our Services
|
||
<span>Browse the full menu of IT services we provide to the NIH community.</span>
|
||
</a>
|
||
|
||
|
||
</li>
|
||
<li icon="_services_icon" class="nav-item menu-item--active-trail">
|
||
<a href=/services-and-support/find-support icon="_services_icon" class="nav-item menu-item--active-trail nav-link active nav-link--services-and-support-find-support">
|
||
Find Support
|
||
<span>Submit a ticket online, give us a call, check out the FAQs, find knowledge base articles, and more.</span>
|
||
</a>
|
||
|
||
|
||
</li>
|
||
</ul>
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||
|
||
|
||
|
||
|
||
</li>
|
||
<li icon="_about_icon" class="nav-item menu-item--expanded">
|
||
<a href=/about-cit icon="_about_icon" class="nav-item menu-item--expanded nav-link nav-link--about-cit">
|
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About
|
||
</a>
|
||
<ul class="menu">
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<li icon="_leadership_icon" class="nav-item">
|
||
<a href=/about-cit icon="_leadership_icon" class="nav-item nav-link nav-link--about-cit">
|
||
About
|
||
<span>Learn more about CIT and how it supports the NIH community.</span>
|
||
</a>
|
||
|
||
|
||
</li>
|
||
<li icon="_organization_icon" class="nav-item">
|
||
<a href=/about-cit/organization icon="_organization_icon" class="nav-item nav-link nav-link--about-cit-organization">
|
||
Organization
|
||
<span>Read about the offices and Service Areas executing on CIT’s mission.</span>
|
||
</a>
|
||
|
||
|
||
</li>
|
||
<li icon="_health_icon" class="nav-item">
|
||
<a href=/about-cit/health-and-wellness icon="_health_icon" class="nav-item nav-link nav-link--about-cit-health-and-wellness">
|
||
Health & Wellness
|
||
<span>These resources can help you be your best in and out of the office and maintain a healthy work-life balance while you’re working from home or on NIH campus.</span>
|
||
</a>
|
||
|
||
|
||
</li>
|
||
</ul>
|
||
|
||
|
||
|
||
|
||
</li>
|
||
<li>
|
||
<a href="/customer-portal" class="nav-link button-primary button-primary--login">
|
||
Customer Portal Login
|
||
</a>
|
||
</li>
|
||
</ul>
|
||
|
||
|
||
|
||
</nav>
|
||
|
||
|
||
</div>
|
||
</nav>
|
||
</header>
|
||
<div class="highlighted">
|
||
<aside class="container section clearfix" role="complementary">
|
||
<div data-drupal-messages-fallback class="hidden"></div>
|
||
|
||
|
||
</aside>
|
||
</div>
|
||
<div id="main-wrapper" class="layout-main-wrapper clearfix">
|
||
<div id="main" class="container">
|
||
|
||
<div class="row row-offcanvas row-offcanvas-left clearfix">
|
||
<main class="main-content col" id="content" role="main">
|
||
<section class="section">
|
||
<a href="#main-content" id="main-content" tabindex="-1"></a>
|
||
<div id="block-customer-portal-theme-content" class="block block-system block-system-main-block">
|
||
|
||
|
||
<div class="content">
|
||
|
||
|
||
<article data-history-node-id="580" class="node node--type-landing-page node--promoted node--view-mode-full clearfix">
|
||
<header>
|
||
|
||
|
||
</header>
|
||
<div class="node__content clearfix">
|
||
|
||
|
||
|
||
<div class="field field--name-field-content field--type-entity-reference-revisions field--label-hidden field__items">
|
||
<div class="field__item">
|
||
|
||
|
||
<div class="paragraph paragraph--type--secondary-landing-page-hero paragraph--view-mode--default">
|
||
<div class="secondary-image-backgrounds" style="background-image: url('/sites/default/files/2024-04/Find%20Support%20header.png'); background-size: cover;
|
||
background-repeat: no-repeat;
|
||
position: relative;
|
||
background-position: bottom; background-color: #133553">
|
||
<div class="wrapper hero-container ">
|
||
<div class="grid">
|
||
<div class="col-7">
|
||
<div class="block block-system block-system-breadcrumb-block">
|
||
|
||
|
||
<div class="content">
|
||
|
||
|
||
<nav role="navigation" aria-label="breadcrumb" style="">
|
||
<ol class="breadcrumb">
|
||
<li class="breadcrumb-item">
|
||
<a href="/services-and-support">Services and Support</a>
|
||
</li>
|
||
</ol>
|
||
</nav>
|
||
|
||
</div>
|
||
</div>
|
||
|
||
|
||
|
||
<h1>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Find Support</div>
|
||
</h1>
|
||
|
||
|
||
<div class="clearfix text-formatted field field--name-field-description field--type-text-with-summary field--label-hidden field__item"><p><strong>For IT support, call 301-496-4357.</strong></p><p><em>Alternative Numbers:</em></p><p>866-319-4357 (toll-free)</p><p>301-496-8294 (TTY: for those with hearing or speech difficulties)</p><p> </p></div>
|
||
|
||
|
||
|
||
<div class="field field--name-field-button field--type-link field--label-hidden field__items">
|
||
<div class="field__item"><a href="https://myitsm.nih.gov/sp">Submit a Ticket</a></div>
|
||
</div>
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
|
||
<div class="paragraph paragraph--type--three-image-card paragraph--view-mode--default" style="background-color:#FFFFFF;">
|
||
<div class="grid">
|
||
<div class="col-12">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-text field--type-text-with-summary field--label-hidden field__item"><h2>Top Ticket Requests</h2><p><span style="white-space:pre-wrap;">Browse the most frequently requested tickets from the IT Service Desk and click on a card to submit a ticket.</span></p></div>
|
||
|
||
</div>
|
||
|
||
<div class="col-12">
|
||
<div class="wrapper--col-3">
|
||
<div class="field field--name-field-content-three-column field--type-entity-reference-revisions field--label-hidden field__items">
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?id=sc_cat_item&sys_id=b5a0e8cadb76fb0087b6ff621f961909" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_NIHNetwork_0.png" width="440" height="430" alt="NIH network" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">VPN Connectivity Issues</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>NIH Network, VPN, and VDI</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?id=sc_cat_item&sys_id=d7cbd16bdbd2bf00ffb574131f9619ac" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_NIHAdmin_0.png" width="439" height="430" alt="NIH admin" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">NIH Enterprise Directory (NED) Issues</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>NIH Administrative and Financial Applications</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?id=sc_cat_item&sys_id=64d8ac06dbb6fb0087b6ff621f9619ff" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_Mobile_0.png" width="440" height="430" alt="Mobile" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Mobile Iron Issues</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Mobile Device Services and Management</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?id=sc_cat_item&sys_id=948584cbdb563f00ffb574131f96199e" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_M365G_0.png" width="440" height="430" alt="M365 Google" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">MS Outlook/Webmail Support Issues</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>M365 and Google Applications</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?id=sc_cat_item&sys_id=883b1de7dbd2bf00ffb574131f96194c" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_NIHAdmin_1.png" width="439" height="430" alt="Admin" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Integrated Time and Attendance (ITAS) Issues</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>NIH Administrative and Financial Applications</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?id=sc_cat_item&sys_id=56832c42dbb6fb0087b6ff621f96193b" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_Accounts_0.png" width="440" height="430" alt="Accounts" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Accounts and Access Issues</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Accounts and NIH Access</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="col-12">
|
||
<div class="three-column-grid-cta-button-wrapper">
|
||
|
||
<div class="field field--name-field-cta-buttons-selector field--type-entity-reference-revisions field--label-hidden field__items">
|
||
<div class="field__item">
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
<div class="paragraph paragraph--type--icon-button-repeater paragraph--view-mode--default">
|
||
<a href="https://myitsm.nih.gov/sp" class="button-secondary--external">Explore Service Desk</a>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
|
||
</div>
|
||
</div>
|
||
|
||
|
||
<!-- soon to deprecate -->
|
||
|
||
</div>
|
||
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
|
||
<div class="paragraph paragraph--type--three-image-card paragraph--view-mode--default" style="background-color:#C3D8DF;">
|
||
<div class="grid">
|
||
<div class="col-12">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-text field--type-text-with-summary field--label-hidden field__item"><h2>Top Knowledge Base Articles</h2><p><span style="white-space:pre-wrap;">Browse the most frequently used self-service articles from the Knowledge Base and click on a card to read the article.</span></p></div>
|
||
|
||
</div>
|
||
|
||
<div class="col-12">
|
||
<div class="wrapper--col-3">
|
||
<div class="field field--name-field-content-three-column field--type-entity-reference-revisions field--label-hidden field__items">
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?sys_kb_id=30c519521bb06c98e4e643f1f54bcbfa&id=kb_article_view&sysparm_rank=3&sysparm_tsqueryId=dab2e6544755c6d01897a1a3426d43b5" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_NIHNetwork_1.png" width="440" height="430" alt="NIH network" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Virtual Desktop Infrastructure (VDI)</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Renew PIV/ALT Digital Certificates (Windows)</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?sys_kb_id=b4bda44a1bd878d0e4e643f1f54bcb7b&id=kb_article_view&sysparm_rank=1&sysparm_tsqueryId=dab2e6544755c6d01897a1a3426d43b5" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_NIHNetwork_2.png" width="440" height="430" alt="NIH network" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Virtual Desktop Infrastructure (VDI)</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Client Download and Installation (Windows)</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?sys_kb_id=7fe932ba6599cdc0ebeb8684bf15d88d&id=kb_article_view&sysparm_rank=1&sysparm_tsqueryId=ac0322584755c6d01897a1a3426d436c" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_Accounts_1.png" width="440" height="430" alt="Accounts and access" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Access Card Utility (ACU)</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Renew Your Certificates</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?sys_kb_id=826f063ddb2097403a16f3421f96195a&id=kb_article_view&sysparm_rank=2&sysparm_tsqueryId=ea236ed84755c6d01897a1a3426d4306" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_Mobile_2.png" width="440" height="430" alt="Mobile" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Ivanti</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Enroll Device (iOS)</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?sys_kb_id=805c360bdbfdf7c050bc70131f9619f0&id=kb_article_view&sysparm_rank=6&sysparm_tsqueryId=ea236ed84755c6d01897a1a3426d4306" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_Mobile_1.png" width="440" height="430" alt="Mobile" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Ivanti</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>PIV-D - Enroll Device (iOS)</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
<a href="https://myitsm.nih.gov/sp?sys_kb_id=b97a2dcc1b8850d0fba6dc6ce54bcb9c&id=kb_article_view&sysparm_rank=1&sysparm_tsqueryId=856326104795c6d01897a1a3426d437e" class="card-link card-link--external">
|
||
|
||
<div class="field field--name-field-image field--type-image field--label-hidden field__item"> <img src="/sites/default/files/2024-03/Insider_Icons_Accounts_2.png" width="440" height="430" alt="Access" loading="lazy" />
|
||
|
||
</div>
|
||
|
||
<span class="h5">
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Multi-Factor Authentication (MFA)</div>
|
||
</span>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-subtitle field--type-text-with-summary field--label-hidden field__item"><p>Login Overview and List of Articles</p></div>
|
||
|
||
</a>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="col-12">
|
||
<div class="three-column-grid-cta-button-wrapper">
|
||
|
||
<div class="field field--name-field-cta-buttons-selector field--type-entity-reference-revisions field--label-hidden field__items">
|
||
<div class="field__item">
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
<div class="paragraph paragraph--type--icon-button-repeater paragraph--view-mode--default">
|
||
<a href="https://myitsm.nih.gov/sp?id=kb_view2" class="button-secondary--external">Explore Knowledge Base</a>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
|
||
</div>
|
||
</div>
|
||
|
||
|
||
<!-- soon to deprecate -->
|
||
|
||
</div>
|
||
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
<div class="paragraph paragraph--type--accordion paragraph--view-mode--default">
|
||
<h2>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">Best Practices and FAQ</div>
|
||
</h2>
|
||
|
||
<div class="clearfix text-formatted field field--name-field-description field--type-text-with-summary field--label-hidden field__item"><p>Before submitting a ticket, check out some of CIT’s best practices and frequently asked questions to submit more informed requests and get help faster.</p></div>
|
||
|
||
|
||
<div class="accordion">
|
||
<div class="field field--name-field-accordion-content field--type-entity-reference-revisions field--label-hidden field__items">
|
||
<div class="field__item">
|
||
|
||
<div class="paragraph paragraph--type--accordion-content paragraph--view-mode--default">
|
||
<div class="col-12">
|
||
<div>
|
||
<h3 class="accordion__header">
|
||
<button id=What_is_the_CIT_Customer_Portal? aria-expanded="false" accordion-trigger>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">What is the CIT Customer Portal?</div>
|
||
|
||
</button>
|
||
</h3>
|
||
<div hidden class="accordion__panel">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-accordion-body field--type-text-with-summary field--label-hidden field__item"><p>The CIT Customer Portal is a new website accessible to NIH staff only that offers detailed and current information about IT services, support, and resources to equip the NIH community with the tools they need to make biomedical discoveries that protect and improve our nation’s health. </p></div>
|
||
|
||
|
||
<div class="inline-buttons">
|
||
|
||
</div>
|
||
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
<div class="paragraph paragraph--type--accordion-content paragraph--view-mode--default">
|
||
<div class="col-12">
|
||
<div>
|
||
<h3 class="accordion__header">
|
||
<button id=When_do_I_call_vs._submit_a_ticket_online? aria-expanded="false" accordion-trigger>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">When do I call vs. submit a ticket online?</div>
|
||
|
||
</button>
|
||
</h3>
|
||
<div hidden class="accordion__panel">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-accordion-body field--type-text-with-summary field--label-hidden field__item"><p>If an issue <strong>does not stop</strong> your ability to work, submit a ticket through the <a href="https://myitsm.nih.gov/">IT Service Desk</a>.</p><p>If an issue <strong>stops</strong> your ability to work, call the IT Service Desk at (301) 496-4357. </p></div>
|
||
|
||
|
||
<div class="inline-buttons">
|
||
|
||
</div>
|
||
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
<div class="paragraph paragraph--type--accordion-content paragraph--view-mode--default">
|
||
<div class="col-12">
|
||
<div>
|
||
<h3 class="accordion__header">
|
||
<button id=What_is_the_difference_between_incidents_and_requests? aria-expanded="false" accordion-trigger>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">What is the difference between incidents and requests?</div>
|
||
|
||
</button>
|
||
</h3>
|
||
<div hidden class="accordion__panel">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-accordion-body field--type-text-with-summary field--label-hidden field__item"><p>When submitting a ticket through the <a href="https://myitsm.nih.gov/">IT Service Desk</a>, you should first determine if you are submitting an incident or a request.</p><p><strong>Incident: </strong>Something is broken, or a service that is supposed to be working is not working.</p><p><strong>Request: </strong>You would like to request a new service, software, or access.</p></div>
|
||
|
||
|
||
<div class="inline-buttons">
|
||
|
||
</div>
|
||
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
<div class="paragraph paragraph--type--accordion-content paragraph--view-mode--default">
|
||
<div class="col-12">
|
||
<div>
|
||
<h3 class="accordion__header">
|
||
<button id=How_do_I_categorize_my_tickets? aria-expanded="false" accordion-trigger>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">How do I categorize my tickets?</div>
|
||
|
||
</button>
|
||
</h3>
|
||
<div hidden class="accordion__panel">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-accordion-body field--type-text-with-summary field--label-hidden field__item"><p>After determining if your ticket should be an incident or a request, start by finding the right overarching category in the <a href="https://myitsm.nih.gov/">IT Service Desk</a> (e.g., Account and Access Administration, Personal Computing Services), and then within that category, choose the ticket that best fits your request or issue. If you are having trouble finding the right ticket, we recommend using the search bar to pull up relevant options. </p><p>If you do not know how to categorize your ticket, many overarching categories, especially in the Incident Catalog, feature an “unable to categorize” ticket option. Use this option and provide as many details as possible in the notes section of the ticket to help ensure that your ticket is quickly routed to the correct team. </p><p>If you are still having trouble categorizing your ticket and “unable to categorize” is not an option, call the Service Desk team at (301) 496-4357 and an IT Service Desk representative will help get your ticket to the right team. </p></div>
|
||
|
||
|
||
<div class="inline-buttons">
|
||
|
||
</div>
|
||
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
<div class="paragraph paragraph--type--accordion-content paragraph--view-mode--default">
|
||
<div class="col-12">
|
||
<div>
|
||
<h3 class="accordion__header">
|
||
<button id=What_supporting_documentation_do_I_need_ready_when_submitting_a_ticket_? aria-expanded="false" accordion-trigger>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">What supporting documentation do I need ready when submitting a ticket ?</div>
|
||
|
||
</button>
|
||
</h3>
|
||
<div hidden class="accordion__panel">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-accordion-body field--type-text-with-summary field--label-hidden field__item"><p>It’s important to collect as much information as possible before submitting a ticket through the <a href="https://myitsm.nih.gov/">IT Service Desk</a> so the Support Staff can resolve your issue quickly and effectively. This information can include your NIH username, password, PIN, PIV card personal identifier number, Government-Furnished Equipment serial number, and a detailed description of the issue. </p></div>
|
||
|
||
|
||
<div class="inline-buttons">
|
||
|
||
</div>
|
||
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
<div class="paragraph paragraph--type--accordion-content paragraph--view-mode--default">
|
||
<div class="col-12">
|
||
<div>
|
||
<h3 class="accordion__header">
|
||
<button id=What_do_I_do_if_I_can’t_log_in? aria-expanded="false" accordion-trigger>
|
||
<div class="field field--name-field-title field--type-string field--label-hidden field__item">What do I do if I can’t log in?</div>
|
||
|
||
</button>
|
||
</h3>
|
||
<div hidden class="accordion__panel">
|
||
|
||
<div class="clearfix text-formatted field field--name-field-accordion-body field--type-text-with-summary field--label-hidden field__item"><p>To access NIH resources, one must be authenticated. Without the proper credentials, only the NIH public site is visible to those wishing to learn about the NIH. </p><p>If you are having trouble logging in to the Customer Portal, the IT Service Desk, or related NIH-only resources, first make sure you have verified your identity or authenticated using the Smart Card Login or the Authenticator Application. View the <a href="https://auth.nih.gov/CertAuthV3/forms/mfa/Help.html">Login Help</a> options for more information.</p><p>NIH staff who still cannot authenticate should contact the IT Service Desk at (301) 496-4357. </p></div>
|
||
|
||
|
||
<div class="inline-buttons">
|
||
|
||
</div>
|
||
|
||
|
||
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
|
||
</div>
|
||
</div>
|
||
<div class="field__item">
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
<section class="paragraph paragraph--type--two-component-card paragraph--view-mode--default image-right" style="--background-img: url(/sites/default/files/2024-03/cit-find-support_0.png); background-color:#C3D8DF;">
|
||
<div class="wrapper">
|
||
<div class="grid">
|
||
<div class="col-6 content-block image-right">
|
||
|
||
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