IT Services

IT Services

Get the Technical Support You Need


Whether you need help connecting your laptop to the University network or have questions about our privacy and security policies, the Institutional Technology Services (ITS) department at GMercyU is the place to go.  We will help you get connected, protect your personal information while on the GMercyU network, and learn how to make the most of the computer software and hardware available to you on our campuses.  We also support the University’s faculty and staff in gaining access to the data they need to serve you better. 


IT Resources

IT provides technical support, systems, and services to the entire University community. Learn about the many services available to you through GMercyU’s IT department below.

How to Get Help

The ITS Help Desk is our official form of communication with the GMercyU community. You can reach the ITS Help Desk in a number of ways. 

  • Email: it@gmercyu.edu
  • The Portal: Submit an IT Help Desk ticket through the GMercyU Portal (click the mouse icon) 
  • Call: 215-646-7300, ext. 21444
  • Contact our Live Chat
  • Walk-in support at the IT Help Desk is available in University Hall W104, Monday through Thursday from 8:00 a.m. to 6:00 p.m. and on Fridays from 8:00a.m. to 4:00 p.m.

Telephone, chat, portal ticket, and email support is available 24 hours a day / 7 days a week.

Omnilert Emergency Notification System

All students are encouraged to register on the Omnilert notification system. This system is used to send messages containing critical information in the event of a public safety-related campus event, including weather-related closing announcements.  All GMercyU students, faculty, and staff should sign up for this emergency alert system if you spend any time on one or more of our campuses.

Computer Labs

GMercyU offers multiple computer labs on all campuses for students, faculty and staff. Find more information on the Computer Labs page. Labs on main campus are open Monday through Friday from 8:00 a.m. to 6:00 p.m. and on satellite campuses Monday through Friday from 9:00 a.m. to 9:00 p.m.

IT AV Media Event Support 

IT AV Media Event Support is available and is requested through the Event Calendar. The IT Media Support Specialist will work together in conjunction with Plant, Food, and Security Services to ensure events run smoothly for the GMercyU Community. 

Classroom Technology Information

While not an official part of ITS, GMercyU's Teaching and Learning Innovation (TLI) team works hand-in-hand with ITS to provide support for quality teaching and learning technology tools. Find more information here. 


IT Privacy & Security

Gwynedd Mercy University’s IT department is committed to providing a secure teaching and learning environment. We encourage all members of the University community to take the steps needed to comply with our information security policies, and promote good digital citizenship. From network access and file-sharing to anti-virus software, here’s what you need to know.

IT Security, Privacy and Confidentiality Agreement (PDF)

Account Passwords /Forgot Your Password?

Gwynedd Mercy University passwords must change every 90 days. All passwords are subject to the following security standards:

  • Must be at least 12 characters long
  • Must contain an upper-case letter
  • Must contain at least one number
  • Special characters are permitted

Forgot your password?

1. Visit my.gmercyu.edu
2. Click on the Forgot Password link below the User Name and Password field.
3. Enter your User Name in the field provided and click OK.
4. Answer your security questions to retrieve your password.

Beware of Phishing

Beware of Phishing

"Phishing" involves the use of fraudulent e-mails and spoofed websites to trick you into revealing account information such as account numbers, your social security number, and the login IDs and passwords you use when accessing your various online accounts. The fraudsters who collect this information then use it to steal your money, your identity, or both. The email will usually ask you to provide valuable information about yourself or to “verify” information that you previously provided when you established your online account. To maximize the chances that a recipient will respond the fraudster might use names of real companies, URLs that look legitimate, emails that look like they are coming from your actual employer or urgent emails that need your immediate attention.

To protect from phishing:

  • Be suspicious of any unsolicited email requesting personal information
  • Avoid filling out forms in email messages that ask for personal information
  • Log on to the official website, instead of "linking" to it from an unsolicited email
  • Contact the actual business that supposedly sent the email to verify if the email is genuine

Safety tip: Personal firewalls and security software packages (with anti-virus, anti-spam, and spyware detection features) are a must-have for those who engage in online transactions.

Please understand that Gwynedd Mercy University will never ask you to provide or verify sensitive information through a non-secure means, such as email. If suspicious email shows up in your inbox do not reply to it and be sure to contact the IT Service Desk right away.

Patch Management

Patch management used to be barely a blip on the radar screens of most security and IT personnel. 'Install and forget' was a fairly common practice; once deployed, many systems were infrequently or never updated. This approach is no longer an option. The rise of widespread worms and malicious code targeting known vulnerabilities on unpatched systems, and the resulting downtime and expense they bring, is probably the biggest reason so many organizations are focusing on patch management. Patching a system means to upgrade software or apply a software modification to systems. This means systems will be unavailable or down during patch management periods. The IT department strives to schedule these patches at minimally intrusive times but system users should expect that systems will sometimes be unavailable.
 

 

Data Disk Space, Backup, and Recovery

It is important to back up all information, documents, and data on removable or cloud-based (OneDrive, and SharePoint) media. Gwynedd Mercy University does not guarantee the protection, backup or storage of any individual personal data. IT may be able to retrieve some data and will strive to restore lost data, but it is often unlikely that full restoration of lost data can be attained. 


IT Policies

IT provides and supports information technology resources to faculty, staff, students and guests. All community members are responsible for using technology resources in an ethical manner that does not interfere with the reasonable use by other community members.

IT collaborates with the University leadership in the development of Gwynedd Mercy University policies that govern the use of information technology. The IT-related policies listed below apply to all members of the University community.

Gwynedd Mercy University Computer Usage Policy, Gwynedd Mercy University Copyright Infringement Policy, Digital Millennium Copyright Act, TEACH Ac(PDF)

​Electronic Submission of Course Assignments Policy

Faculty members who require students to submit course assignments electronically, must use the Assignment function of Blackboard (Term) or Canvas (Non-Term), our secure learning management system. Use of email (Gwynedd Mercy University or personal) for electronic submission of course assignments is not an approved Gwynedd Mercy University Policy.


Information Technology Services (ITS) Staff

ITS Staff is ready to collaborate with you! 

Abraham George, Interim CIO 

User Services Staff

This division of ITS is responsible for the help desk, technical support, technology hardware and software, Audio Visual, and Classroom technology.  The help desk is the main hub for any service requests related to technology at Gwynedd Mercy University.

Jeremy Weir, Director of User Services
Daniel Cho, Technology Support Specialist
Armani Rivera, Technology Support Specialist
Hasem Youssef, Technology Support Specialist
James McCaulley, Technology Support Specialist
Jack Wrenn, Media Support Specialist
Cameron Posen, Help Desk Analyst
Jack Benoliel, Help Desk Analyst

Enterprise Systems and Security Staff

This division of ITS is responsible for network, server, telecom, data security, and access to the Gwynedd University systems.

Patrick Trainer, Director of Enterprise Systems and Security
Michael Siravo, Systems Administrator
Kwamaine Blake, Junior Cyber Security Analyst
Thomas Horvath, Network Administrator

Administrative Systems Staff

This division of ITS is responsible for the administrative systems (Colleague ERP, Blackboard Transact, Salesforce, Digital Asset Management, Database Management).

Bill Shilling, Programmer Analyst
Nicholas Drakely, Junior Programmer Analyst
Jeff Chropka, Application Support Specialist
Matthew Felke, Web Developer