IT Division Help Desk Status Under MEDCON 5/6

Effective immediately, the The IT Division Help Desk will staffed virtually instead of having a physical presence in CEBAF Center. Help will continue to be available during the normal hours of 8:00AM to 4:30PM (EST), Monday through Friday. Support will be limited to requests that can be addressed remotely.

As the Lab's MEDCON 5/6 protocol is implemented, we will continue to roll out improved remote services. Please be patient as we learn how to best serve all of you in the JLab community remotely.

The very best way to reach Help Desk support is by using our ServiceNow ticketing system, through either of the following ways:

Alternatively, we can be reached via phone. Please leave a voicemail if you don't reach Help Desk support staff.

  • Phone: 757-269-7155

The IT Division Help Desk will also be using Microsoft Teams in O365 to communicate with staff by chat.  Teams is a useful collaboration tool that was enabled in O365 because we believe it will be useful for communicating with coworkers during this event.  The IT Division has also begun posting information and answers to IT related questions on the COVID-19 informational portal.

NEW: COVID-19 Service Portal

The lab has been working to answers questions and concerns via our new service portal in ServiceNow.  Please visit the COVID-19 Service Portal to explore and ask questions so we can better assist you.  There is information on teleworking, remote access, available resources while off-site, all staff messages, training on PPE for essential personnel, and other important information JLab Staff and Users need to know.  You may also submit questions to covid19@jlab.org.

Remote Access to Jefferson Lab Computing Resources

NOTICE: This documentation will continue to be refined over the coming weeks.  Thank you, JLab IT/CNI, 3/16/2020.


The Jefferson Lab network is segmented into enclaves to limit access to and from the computing systems and services they contain.  Remote access to each enclave is limited and controlled through centrally managed remote access services and gateways in accordance with the site Cyber Security Program Plan (CSPP). Several services are provided to enable remote access to systems on-site.  The links to these services can be found at the end of this webpage.  We also offer several web utilities, such as e-mail and password change, that can be found under WEB UTILITIES on the right hand side of the webpage.  Please read the section below for details on remote access to the Jefferson Lab Common User Environment (JLab-CUE).

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