To each person, any problem at all with your PC, or your Windows account, your email, a printer jam, etc., will naturally seem to be most important to you when it happens. However, you need to please realize that some IT issues are more important than others, and with a limited number of IT Support Team members and limited time in the day, it is important that the Team properly prioritizes and works those issues which have the largest impact to the broadest number of people first. We *do* recognize that when you can't log in, you are then unable to perform many aspects of your job (but generally not all aspects). However, for example, if the problem is that you are having difficulty logging in to just one application, but you can still access the internet and read/write email, then your issue is not nearly as critical as someone who cannot do anything.
After you have submitted your ticket online (either via this web site or via email to itsupport@sbtnj.net, if you believe the issue is critical, you should next call 732-329-4000 extension 7777 to request an escalation of the priority of your ticket. Please be prepared to describe the level of impact, especially calling attention if the problem is being experienced by more than just yourself, and whether there is any other work you can perform in the meantime. The agent will either confirm that he/she is escalating your ticket, or will tell you that the situation you described does not, in his/her opinion, warrant such escalation. If that happens, and you still wish to escalate the issue, please have your manager contact the IT Director at extension 7315 to discuss the need.
Of course, if the problem is that you cannot log in to your computer and then cannot initially submit your request online, then please call extension 7777 for help. Also, out of hours, if you have a critical need, you will need to request a callback from the IT On Call duty person by calling Police Dispatch at extension 7450 (or call 732-329-4646 from outside).
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