CST Division Help Desk Status Under MEDCON 5/6

The Computational Sciences and Technology (CST) Division Help Desk continues to be staffed virtually rather than 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.  If on-site visits are necessary, they will be handled by appointment only.  We will schedule time to meet with you within 24 business hours of your request.

We continue to roll out improved remote services as the lab settles into MEDCON5/6.  Your patience is very much appreciated as we continue to 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 during our normal hours. Please leave a voicemail if you do not reach Help Desk support staff as we may be on another line.

  • Phone: 757-269-7155

The CST 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 CST Division continues posting information and answers to IT related questions on the COVID-19 informational portal.

BlueJeans - Videoconferencing/Multimedia Collaboration


Allow Time To Set Up And Test -- If you plan to use BlueJeans to moderate or participate in an upcoming meeting, be sure to login and familiarize yourself with your account well in advance (at least one week prior).  The best way to review is create or launch a test meeting to ensure that everything is working.  By testing BlueJeans in advance, you will have hands-on knowledge of the system prior to your meeting.  If you have questions or concerns as you review, contact the IT Division Help Desk.

NOTE:  BlueJeans has great training available to their users!  Please visit the BlueJeans Training webpage for videos and even Live training demos.  If given two weeks notice, helpdesk can attend a test connection meeting with you so you can familiarize yourself with the equipment in the room you have booked for your event.  Please email helpdesk@jlab.org for more information.

Remote Access to Jefferson Lab Computing Resources

NEW: Jefferson Lab Speed Test

Test the speed and quality of your internet connection to the lab with this tool: https://speedtest.jlab.org/

If you have any questions or concerns about any of these services or utilities, please contact the IT Division Help Desk.

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).

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.

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