Frequently Asked Questions (FAQs)

There are a few ways to contact us:
1. We are a walk-in service desk, so feel free to visit us at Nelson 2400 Suite

2. You can request for assistance by filling up this form https://it.poole.ncsu.edu/request-it-help/

3. Use the live chat feature at the bottom right of this website

4. Alternatively you can send an email at poole_ithelp@ncsu.edu or call us at 919.515.0030.

We respond to requests and tickets during the hours of:

Monday – Thursday: 8 AM – 6:30 PM
Friday: 8 AM – 4 PM
Saturday – Sunday: Closed

During the non-academic year our hours are as follows:

Monday – Thursday: 8 AM – 5 PM
Friday: 8 AM – 4 PM
Saturday – Sunday: Closed

Yes, you may borrow electronics such as but not limited to:

• Monitors
• Laptops
• Tablets
• Computer Peripherals
• Adaptors

The IT desk will work with your needs and we are flexible with most items.

You can see the list of services by following the links at https://it.poole.ncsu.edu/help/

You can request items through the service now portal or send a ticket with comments regarding the problem at https://it.poole.ncsu.edu/help/

Members of faculty and students no longer have to visit the desk in person unless they need a physical item. You can chat with us on our website https://it.poole.ncsu.edu/ and press the red “Chat with us” button to receive service if available.

• Students can request for a loaner device if their personal device is under repair, or if any software is not compatible with their personal laptop.
• Loaners should not be deployed for longer than a week, or for the duration of the project.
• Loaner requests can be submitted at https://it.poole.ncsu.edu/ under Contact Us > Loaner IT Equipment.
• Alternatively you can come to the desk and check out a loaner
• Please note that students are responsible for any damages to the loaner.

Staff can use ezeep to print documents at any of the Sharp MFPs.
General printer support: https://it.poole.ncsu.edu/help/printers/

• Students can utilize the wolfprint printers across Nelson Hall
• Documents must be converted to PDF and uploaded to WolfPrint
• Double sided printing is not supported on wolfprint

• VCL can be accessed here
• On the main page, click on Make a Reservation
• Select NCSU Login to sign in using NC State credentials
• Once logged on, click on Reservations -> New Reservation to select the environment to use

From the drop down menu, a generic PCOM-Lab VCL can be selected. If a specific software is required, navigate to the desired software and click Connect

It is recommended that students acquire a Windows laptop since some applications run solely/smoother on Windows. But Mac students can use VCL and other server-based applications as an alternative. 

Click on the PCOM Apps (for MS Project, Stata, R , Rstudio, and SAS), PCOM Business Analytics Apps (for Power BI, Tableau) or PCOM Development Apps icon (for MySQL WorkBench, MySQL Command Line client, MS Visual Studio). 

1. Click on the application you would like to run. It may take up to two minutes to prepare the environment and fully load the application.

Note: For PowerBI Desktop,  if a black screen displays and the PowerBI Desktop app is not loading, click the Launch App button  in the top left corner and select PowerBI to open it.

2. You can launch other applications and switch between applications by using the Launch App icon and the Switch Window icon
3. Once you have completed a session, please sign out completely by clicking on the End Session icon below, which is located in the top right corner of your screen. 

1. Click on the following My Files” icon in the upper left menu on the screen.

2. Click on Add Storage in the upper right of the window.

3. Select Google Drive or OneDrive followed by the @ncsu.edu option.

4. You will be prompted to authenticate using the NCSU Shibboleth login.

5. Once your storage is connected you will see folders like the following.

1. If you wish to use software for classroom use you first need to check whether the item is already in clickwrap at https://software.ncsu.edu/software-licensing-management/clickwraps/reviewed-clickwraps/ and the https://software.ncsu.edu/software-licensing-management/clickwraps/outdated-clickwraps/
2. If the product is not already in use, check the products website and check or inquire about the education version of the product
3. Please contact the IT desk and we will fill out a clickwrap form for you

The answer is maybe. What does this mean – before you set up an online account (A trial account, paid account, etc.) for any software and “agree” to the terms, please check with the Poole IT department first to see if the software has been approved by central IT by emailing poole_ithelp@ncsu.edu.

Why do you have to do this? Because you are signing a contract, it is called a Clickwrap agreement. 

When you sign up for an online software account or anything on behalf of NC State, you agree to a clickwrap agreement.  This is only allowed ONCE YOU HAVE RECEIVED APPROVAL.

 A Clickwrap agreement is: 

• An agreement is also known as a click-accept, click-to-sign, or clickthrough agreement that users agree to by clicking a button or checking a box that says “I agree.” It is signing something via an electronic signature replaced with clicking.  This also includes related types of sign-in-wraps (where clicking “register” or “sign-in” constitutes acceptance of the terms) or browserwraps (where using the site indicates acceptance of the terms). 

• Because clickwrap agreements require users to affirmatively agree to a contract by checking a box or clicking a button, a clickwrap is the most enforced type of online agreement. Clickwraps have maintained the highest success rate in court; in 2020 alone, clickwrap agreements had a 70% success rate. 

To learn more about Clickwraps and to understand the NC State University policy, please review this website.