IT Help & Support
The IT Service Desk serves as the primary point of contact for all IT-related inquiries and endeavors to diligently address and resolve your concerns. The IT Service Desk is situated on the fifth floor of University Hall. Additionally, we offer 24/7 self-service support through our Information Technology Self-Service Portal, which caters to your diverse technological needs. Our comprehensive knowledge base, within the self-service portal, provides support and information for a wide range of devices, including computers, printers, audio-visual equipment and equipment loans
Access the self-service portal using your Montclair NetID and password.
Hours of Support
| Monday – Thursday | Friday – Saturday | Sunday* |
|---|---|---|
| 8AM – 9PM | 8AM – 5PM | 12PM – 9PM |
Phone Support Only — No Front Desk Services Available
Closed on the following days:
- Memorial Day
- Juneteenth
- Independence Day
Security Reminder: IT will never text you, and we will never ask for your password or Duo codes.
If you get a message asking for this, report it instantly using the Phish Alert Button (PAB) or by emailing screenshots to phishfiles@montclair.edu.
Please Note
Information Technology does not provide any hardware troubleshooting support on personal computers for Faculty, Staff, or Students.
Need Help?
Ways To Get Help
- General IT Questions / Student System Support: itservicedesk@montclair.edu
- Canvas Support: canvasitsupport@montclair.edu
- Workday Customer Care: wccsupport@montclair.edu
IT Service Desk: 973-655-7971 (on campus: x7971)
- Option 1: Existing Ticket — Networking, Email, Login issues, Software, and Hardware
- Option 2: Student System Support (NEST, Banner)
- Option 3: Faculty and Staff Support
- Option 4: Audio-Visual Classroom Emergencies
Workday Customer Care: 973-655-5000 (on campus: x5000)
- Option 1: Workday Finance — Requisitions, Purchase Orders, Supplier Invoice, Budget Amendments, Expense Reimbursements
- Option 2: Workday Recruit/Performance Management — PAR, Evaluations, Job Requisitions, Create Position
- Option 3: Workday HR — Hire Employees, Timesheets, Direct Deposit, Tax Elections, Payroll Payments
The IT Service Desk is available via chat Monday – Friday, 10:00am – 4:00pm. Chat With Us!
ServiceNow (SNOW) — Self-Service Portal
The IT Self-Service Portal allows you to create incidents and requests for the technology services you need in one convenient place.
Note: Please do not submit multiple tickets for the same request.
- Submit an Incident: Send support requests directly to Information Technology, local academic technology teams, Human Resources, Finance and Treasury, or Red Hawk Central.
- Use the Service Catalog: Request new hardware, software, or access to enterprise applications like Banner.
- Manage Hardware Assets: Check the status of your existing university equipment or request replacements.
Register Personal Equipment: Easily add a device via the My Device Portal.
- Go to the IT Self-Service Portal (ServiceNow).
- Click All in the top-left navigation menu.
- Select the category that best matches your specific request.
- Fill in the required fields and click Submit.
Once submitted, you will receive an email confirmation with your ticket number. You can log back into the portal at any time to track your ticket's progress.
If you are having trouble opening a ticket or navigating the portal, contact the IT Service Desk:
- Phone: 973-655-7971 (Option 1)
- Email: itservicedesk@montclair.edu
Check Out Our Computer Labs
Quick IT Guides
Key Terms to Know
- NetID — Your Montclair State University ID account used for most technology-related services on campus. It typically consists of your Last Name, First Initial, and a Number (e.g. smithj1). To activate or update your password visit the Activate/Manage NetID and Password page
- CWID — Your Campus Wide Identification, an 8-digit student number assigned upon enrollment. Different from your NetID
- NEST — The primary web gateway for all student self-service including course registration, checking grades, updating personal and emergency contact information, paying housing deposits, and reviewing financial aid
- Canvas — Montclair State University's Learning Management System (LMS) for managing enrollments, sharing documents, submitting assignments, and assigning grades
- Workday — Used to manage HR data including payroll, timesheet approvals, and personnel information
Students
This student guide is provided as a quick reference checkpoint for all technology related tasks that will make you better acquainted and successful as a student.
Google offers all University students unlimited storage through its Google Apps for Education program. To access email, log into Gmail using your NetID@montclair.edu and NetID password. You can also download Google Apps to your smartphone or tablet.
You must register all devices that require wireless internet access (laptops, desktops, tablets, gaming devices, or smartphones) using your NetID and password.
Montclair State University provides each undergraduate student with virtual dollars in order to print in the public computing labs or from personal devices such as smartphones, laptops, and tablets.
- Google Drive — Storage for files, pictures, and videos. Access at drive.google.com with your NetID@montclair.edu
- Campus N: Drive — Network file share accessible on campus computers
Faculty and Staff
This IT guide is provided as a quick reference checkpoint for all technology related tasks that will make you better acquainted and successful as a professional.
Download the Quick IT Guide for Faculty and Staff (PDF)
Montclair State University uses Google Workspace, which provides faculty, staff, and students with storage for files and email. Google Calendar is the official tool for scheduling meetings and resources. Log in at google.com with your NetID@montclair.edu and password.
To get your device on the campus network it must be registered. See the Connect to Network page for directions.
- MSU-Secure (Preferred) — Recommended for anyone with a Montclair State NetID. Uses WPA2 encryption
- MSU-WiFi — For older devices not capable of WPA2 encryption. Only use if necessary
- MSU-Guest — For temporary visitors and event attendees without a Montclair State NetID
Montclair State University has a distributed technology support model across campus. The IT Service Desk provides primary support for all Administrative, Auxiliary, and several colleges including CART, CHSS, The Graduate Center, and Sprague Library, as well as evening support across campus.
For assistance contact the IT Service Desk or your local academic technology team: 973-655-7971, option 1 Chat with Us — Monday–Friday, 10am–4pm itservicedesk@montclair.edu.
Request Hub
Need access, software, or access to an application? Browse the request categories below and select the service you need. Whether you're requesting VPN access, reports, or other IT services, simply complete the request requirements and we'll take it from there.
Request Software
Before requesting computer software, please confirm against the standard image list for university owned machines.
Adobe Creative Cloud and Acrobat
Description
Provides access to Adobe Creative Cloud applications and Adobe Acrobat for university-related teaching, learning, and business needs.
What's Included
- Adobe Creative Cloud applications
- Adobe Acrobat Pro
- Access to approved Adobe services and updates
Who Can Request
Faculty and Staff
Request Software – Service Desk Ticket
Description
Provides access to IBM SPSS software installed on university-owned computers for academic and research use.
What's Included
IBM SPSS Statistics
Who Can Request
Faculty and Staff
Request Equipment
Request Equipment is your one-stop hub for Faculty and Staff to quickly request the tech you need—whether it’s loaner laptops and A/V gear, new or replacement computers, or printers to keep your work running smoothly.
Description
Provides access to loanable audio/visual equipment for presentations, events, and instructional use.
What's Included
- Portable DVD/VCR combo units
- Camcorders
- Projectors
- Mobile Presentation System (MPS)
Who Can Request
Faculty and Staff
Description
Provides temporary loaner devices and related equipment to support teaching, learning, and work needs.
What's Included
- Faculty/staff laptops
- Phones
- A/V equipment (as available)
Who Can Request
Faculty and Staff
Requesting Hardware for your Department
Who Can Request
Faculty and Staff
Computer Lifecycle Replacement Program
Description
Provides replacement computers for eligible employees as part of the university’s device lifecycle and upgrade program.
What's Included
University-approved replacement computer
Who Can Request
New full-time employees and eligible employees approved for upgrade
Description
Supports the purchase and provisioning of printers for departmental or university operational needs.
What's Included
Printers
Who Can Request
Faculty and Staff
Request Reports
Reports are an integral piece of the business workflow at Montclair State University. There are standard University reports used by multiple offices and workflows and custom reports that can be build on demand.
Description
Provides access to institutional reporting tools and data sets for authorized university business needs.
What's Included
- Cognos Reports
- Workday Reports
Who Can Request
Faculty and Staff whose job responsibilities require access to aggregated data
How to Request
Submit a Service Desk Ticket and select:
- Category: Reports
- Subcategory: Create
- Business Service: Cognos / Workday
- Assignment Group: EAS_Reporting
Request VPN Access
VPN and Remote Access outlines eligibility for secure, role-based access to university systems and internal network resources, including VPN services and data center connectivity.
Description
Provides secure remote access to university systems and supports authorized connectivity to internal network resources.
What's Included
- VPN access for approved users
- Secure access to data center hosts (based on role)
- Support for remote connectivity and authentication
Who Can Request
- Montclair State University Authorized Users (University employees)
- Montclair State University Authorized IT Users (IT staff)
- Montclair State University Authorized Power Users (approved non-IT staff requiring data center access)
- External/Vendor Users (approved non-university personnel requiring data center access)
Additional Information
- VPN access is governed by the Campus VPN – Remote Access Guide which can be found in the Self-Service Portal.
- VPN access requests must be submitted through a Service Desk Ticket.
Request Access to University Applications
Request access to university applications such as Banner and Cognos for academic and administrative use.
Banner 9
The Baseline Banner Student module manages all student, faculty, and course data. Faculty and staff directly involved in certain business processes can request access.
Banner Admissions — authorized by: Admissions
- Undergraduate and graduate admitted/accepted student application information
- High school and college transfer transcripts for applicants
- Other documents required for the application process
Banner Financial Aid — authorized by: Director of Financial Aid
- Student financial aid budget, pending and awarded institutional and federal aid
- Student loans, FAFSA information, financial aid academic progress
Banner Student Accounts — authorized by: Director of Student Accounts
- Student billing information, billing statements, pending financial aid disbursement, deposits, student holds
Banner Registration — authorized by: Office of the Registrar
- All records of courses, registration history, GPA, academic standing, majors, minors
- Class rosters, graduation applications, degree information, student transcripts
Cognos Reporting — authorized by: Office of the Registrar
Authorized by: Office of the Registrar
To request access follow the steps in the User Guide.
Cognos Reporting
Authorized by: Office of the Registrar
To request access follow the steps in the User Guide.
Tableau Reporting
Authorized by: Office of the Registrar
To request access follow the steps in the User Guide.