Welcome to Information Technology
Supporting Jacksonville College through reliable technology, responsive service, and solutions that help our students, faculty, and staff succeed.
Quick Links
Access Jacksonville College systems and IT support.
IT Help Desk
The Jacksonville College IT Help Desk is available during the College's normal administrative operating hours.
Academic Year Hours
Monday–Thursday: 8:00 AM–5:00 PM
Friday: 8:00 AM–12:00 PM
Summer Hours
Monday–Thursday: 9:00 AM–4:00 PM
Friday: Closed
Response Time
We aim to respond to support requests within 48 hours. Most requests are addressed well within this timeframe.
Phone Support: Call Jacksonville College at (903) 586-2518 and select the option for support with services such as Empower and Moodle.
During periods of high support volume, particularly registration, the beginning and end of semesters, and final exams, response times may be longer than 48 hours.
Support requests may occasionally be reviewed outside of normal operating hours, including evenings and weekends. However, after-hours monitoring is not guaranteed, and students, faculty, and staff should not rely on receiving immediate assistance outside of the hours listed above.
Frequently Asked Questions
Find answers to common questions about Jacksonville College technology and services.
How do I determine my username and password?
How do I determine my username and password?
Your username takes the form of: [first 6 letters of last name][first letter of first name][two digit day of birth]
NOTE: Last names of fewer than six letters will just be the complete last name
Your password takes the form of: [last 4 digits of social security number][4 digit birth year]
Examples:
Fred Thompson born 01/22/1990 with social security ending in 2234:
MOODLE username: thompsf22
MOODLE password: 22341990
Joshua Day born 10/07/1993 with social security ending in 0317:
MOODLE username: dayj07
MOODLE password: 01371993
I have forgotten my username or password. How do I find it?
Please email help@jacksonvillecollege.edu stating you have forgotten your username or password
Do I need to do anything to set up or activate my accounts?
No. We will create your accounts for you and send an email to you with instructions for logging into your accounts. You do not need to do anything.
I didn't receive an email with login information. What do I do?
That email would have been generated shortly after you were admitted, and sent to the email address you gave as your Permanent email address. It would have come from help@jacksonville-college.edu, and would have had the subject line, “New User Accounts Created at Jacksonville College”. If you can’t find it in either in your Inbox or Junk mail/Spam, then send an email to help@jacksonville-college.edu requesting your login credentials, preferably from that same Permanent email address. If you include the PIN you used when you filled out your application, that will expedite the process, but it isn’t absolutely necessary.
Why am I suddenly unable to log into Moodle?
Log into EMPOWER and make sure that there are no holds on your account. Certain holds may result in temporary suspension of your MOODLE account. If you see that you have a hold, contact the office that placed the hold on your account.
How do I communicate with my instructor by email?
Do NOT use MOODLE to communicate with your instructor. Your instructor won’t get the email. You must email your instructor directly using the email address that is provided in the course syllabus.
How do I contact tech support to get help?
You can create a help ticket, by emailing help@jacksonville-college.edu. Please supply as much detail as possible about your problem. You may also contact the helpdesk by phone at: (903) 589-7118. The IT Helpdesk hours of operation are 8:00 a.m. – 5:00 p.m. Monday – Thursday and 8:00 a.m. – 4:30 p.m. on Friday.
What are the technology requirements for using Respondus Lockdown Browser?
Respondus LockDown Browser is a client application installed on the local computer.
Operating Systems
Windows: 11 and 10*
* Includes x86 64 bit processors, ARM 64 bit processors using x86 emulation including CoPilot+PC devices.
* Windows 10/11 “S mode” is not a compatible operating system, nor can LockDown Browser be obtained via the Windows App Store. At present, support for Windows 10/11 “S Mode” isn’t on the roadmap for LockDown Browser.
* Windows 10/11 “SE” is currently not a compatible operating system for LockDown Browser.
*Windows 10 compatibility requires operating system version 10.0.19045 (Build 19045) or newer.
Mac: macOS 12+
ChromeOS: LockDown Browser for Chromebook minimally requires the version of ChromeOS that Google makes available via their Long Term Support (LTS) channel. For more information, visit: https://chromereleases.googleblog.com/search/label/LTS
Respondus recommends keeping your Chromebook updated to the most recent version that is available via Google’s ChromeOS “Stable” channel: https://chromereleases.googleblog.com/search/label/stable
LockDown Browser and Respondus Monitor may continue to run in older operating systems that have reached “end-of-life” but students may encounter unexpected results.
I need the Respondus Lockdown Browser. How do I get it?
You will have the option to download Respondus through Moodle. Navtigate to the assignmnet you are trying to take and when it shows that Respondus is requred, there will be a download link there for those who do not have it installed yet.
Is there a safe place I can save documents other than my computer?
Google Drive is a service provided through your JagMail account. When you log into your account. You can access Google Drive by going to drive.jacksonville-college.edu. Log in using your JagMail username and password. You have access to unlimited storage on Google Drive, however, you will need a Internet connection to access your files.