Relevant to: faculty and staff
This article contains information considered accurate at the time of publishing. Technology updates, changes in University security practices, policies and procedures may effect the information in this article - updates to articles are scheduled on a periodic basis and will address any required changes.
Welcome to SUNY Empire
A friendly guide to help you get connected, find support, and settle into your first days with us.
We're glad you're here. Starting a new role comes with a lot of information. This guide brings together key resources, links, and support options so you can find what you need quickly and feel confident getting started.
Contacting the Service Desk / Getting Help
The SUNY Empire Service Desk is here to help with technology questions, access issues, software requests, and other technology related needs. You can reach us in four ways: by submitting a ticket, calling, emailing, or using chat. All support options are available from the IT Service Desk page. You can find this link also on the bottom of most pages at SUNY Empire.
For a quick overview of how to move around the IT Service Desk portal, start with Navigating the IT Service Desk Page.
- Creating a ticket: This is the best option for complex questions, Brightspace questions, or anything where screenshots, links, or detailed examples would help us assist you. If possible, please include a clear description of what you are seeing and any screenshots that may be helpful.
- Calling or chatting: These options connect you with a live Service Desk agent. They are especially helpful for password resets, Multi-Factor Authentication resets, and general questions. During busy times, there may be a short wait, but we will help you as soon as we can.
You can call them at 518-587-2100 ext 5. The chat button is found on the IT Service Desk page.
- Emailing the Service Desk: Email is a good option for non-urgent questions or when another support option is not available. You can reach us at service-desk@sunyempire.edu.
- Requests: If your role requires additional hardware, software, or access, you can submit a Service Request. Many requests require supervisor approval. You can browse available Requests in the Service Desk portal.
Common Service Requests
- Admin Banner / Banner Document Management: Used for university systems related to student records, operations, and other institutional records. Please note: these are two separate Requests.
- Adobe Acrobat Professional: A comprehensive PDF tool used to create, edit, secure, redact, and manage PDF documents. Please note: Adobe Acrobat Professional is not required to sign PDFs.
- Hardware Requests: Used to request items such as monitors, keyboards, mice, webcams, headsets, docking stations, and other computer accessories. Standard equipment guidelines include up to two monitors, one keyboard and mouse, one headset, and one docking station.
- Teams Audio Number: SUNY Empire uses Teams Audio for phone calls. Use this request if your role requires a Teams phone number.
Helpful Knowledge Base Articles
SUNY Empire offers a robust collection of guides, knowledge base articles, and helpful resources created by teams across the university. Whether you are setting up your technology, learning a new process, or looking for answers to common questions, these resources are designed to help you feel supported and connected from day one.
Here are a few popular articles that new employees often find helpful:
- Company Portal: Company Portal lets you install approved software on your SUNY Empire Windows device and helps manage available software updates and optional installations.
- Copilot Chat: Faculty, staff, and students have access to Microsoft 365 Copilot Chat. We have the article Microsoft Copilot: A Generative-AI Productivity Tool for additional guidance.
- Microsoft 365: SUNY Empire uses Microsoft 365 for office productivity tools. Your SUNY Empire computer should already have Microsoft 365 installed, and you may also install it on up to four additional computers.
- Printer Setup: SUNY Empire uses a secure printing solution that allows you to print to university printers and release print jobs using your badge.
- Signing a Form Using Digital ID: You may need to sign some PDFs and will need to establish a Digital signature in Adobe Acrobat. Please note: Adobe Acrobat Professional is not required to sign PDFs.
Helpful Links
You can bookmark these by pressing Ctrl+D or ⌘ +D on your keyboard.
Brightspace: the Learning Management System we use at SUNY Empire. Not only for instructors and students but also Mandatory Employee Trainings.
Email: A quick way to access your SUNY Empire.
ITS Service Desk: Your portal for getting assistance with technology questions, and other technology related needs.
MySUNYEmpire: the employee portal for SUNY Empire. Here you can find more specific links to other departments, and other sites.
Self-Service Banner (SSB): a secure online portal used by the university to manage administrative and academic records.
SUNY HR Home: also known as Time and Attendance. This is the portal to see your paycheck, your W2s, request time off.
Technology Acceptable Use - Employees: All employees will use approved workstations or devices to access the institution’s data, systems, or networks.
University Directory: the directory of all the employees at SUNY Empire.
University Policies: serves as the official, centralized repository for an institution's governing rules, behavioral expectations, and operational guidelines.
Tip for getting help quickly. When contacting the Service Desk, please include what you are trying to do, what happened, any error messages, and screenshots if possible. These details help us resolve your request more quickly.