ITS Help Desk
Experiencing tech issues? We can help.
Submit a help desk ticket. We can help in activating your Holy Cross email and reactivate your account if you’re locked out.
Help Desk Support and Services
Normally, Holy Cross graduates lose access to their email 18 months after commencement. If you have questions about your email access, please email helpdesk-request@holycross.edu.
Ignite is available to all Holy Cross students. Graduates lose access to Ignite on May 31 of their graduation year. Log in to Ignite.
The best way to obtain a transcript is through the Registrar’s Office. The department page will have information to submit a transcript request. Recent graduates can also request one online.
Support Services
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Holy Cross accounts and network access
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Computer & software support (remote access, computer labs, upgrades, printing)
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Loaner laptops and devices
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Communication services (Zoom, Google Meet, voicemail, conference calls, email)
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Information security services (2-step verification, data loss prevention, virus detection and prevention, data security training, encryption software and services)
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Teaching & learning support (Moodle, Zoom, EdTech Media Suites, course continuity)
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General support & training
Support Channels
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In person support is available Monday through Friday from 8 a.m. to 5 p.m. in O'Kane 072.
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Phone support is available 24/7 by calling 508-793-3548.
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Email a ticket to schedule a date/time at helpdesk-request@holycross.edu.
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Track the Service ITS Systems Status.
Passphrase Reset
Self Service Passphrase Reset (SSPR) an application available for managing Holy Cross network accounts. All faculty, staff, students can reset their passphrases at any time.
How to Reset
- Register with the passphrase change service at http://apps.holycross.edu/password/ and create security questions to enable you to reset your own passphrase if you forget it.
- Choose a secure passphrase that follows the Password policy below.
- Change your passphrase by logging in with your current Holy Cross network username and passphrase. Follow the steps under the Change Passphrase tab.
- Reset a forgotten passphrase by choosing the “Reset Your Passphrase” link and answering the security questions
Requirements
- Active network account
- Connection to the internet with a web browser
Key Features
- Registering with the service by logging in and answering security question enables help with future password problems and lock outs.
- Passwords must be changed once per year to enhance security and can be changed anytime using the passphrase change service.
- An account is locked after 5 incorrect tries for a passphrase.
- The account owner receives an email notification when their password is changed using the Password Change service.
- A Help Desk pin number can be set for easier user verification process when talking to ITS Help Desk staff.
As an employee, you likely have two or more passwords to access campus resources. This page contains information to help you guard your passwords, manage them, and offers tips on choosing strong ones.
Guarding your Passwords
By College policy, Massachusetts law, and industry regulation, users are required to have their own unique usernames and passwords. These credentials are tied to you as an individual, and must not be shared with anyone. Your network password grants you access to dozens of resources on campus, and sharing access to these resources is dangerous to you, as well as the College, and is as a result prohibited.
College administrators, including Helpdesk staff and other ITS employees will never ask you for your password, and if they do -- do not give it to them. It is extremely common for criminals to solicit your password while claiming to be from ITS or another administrative department. Criminals often do this via email, social networks, or instant messaging software, but have also been known to call you on the phone and do the very same thing. Do not be tricked into this.
Managing your Passwords, Choosing Manageable Passwords
Remembering passwords can be a challenge. Writing them down is not recommended. Neither is using browser features that will remember your passwords on websites. There are some tools designed to act as password vaults, and while some are widely used, none are specifically recommended by ITS.
The quagmire is this: You need a password to access almost everything today. Every resource has different password complexity requirements, and password change time intervals. Using one password for everything is simply not possible, nor is it safe. It isn't safe because your social network password could get stolen, through no fault of your own. If you used the same password everywhere, then everything else you access (bank accounts, Gmail, tax returns, etc.) would also be at risk. So, you are stuck with trying to remember a dozen or more passwords in your personal and professional life. Writing them down isn't safe: what if you lose the paper, or someone steals it?
Use a Password Manager
We previously discouraged this, but, these days a strong password is essential, and password managers make generating long and strong passphrases easy and efficient. They are relatively inexpensive, and easy to use. These three are commonly used:
For most of these, you need to pick a "master password". Make it long, strong, and don't forget it. Use the application to generate passwords for your web applications and social networks. Start small -- get used to it first, then expand your usage.
Holy Cross Network Password Requirements
For Faculty, Staff and Students:
- Password must be at least 14 characters, maximum 30 characters, no spaces should be used
- They may not have been previously used.
For ITS Staff:
- Passwords must be at least 14 characters, maximum 30 characters, no spaces should be used
- They may not have been previously used.