Step 2: Call first if during the outlined Tech Support Hours, if after hours use email. Note: Hours are Central Standard Time. By calling Tech Support first they can ask you the appropriate questions to resolve your issues faster. Typically with IT issues, it is important for the help desk to have key diagnostic answers about what kind of machine you are using referenced above. In any email communication, clearly outline the problem as thoroughly as possible. Great tip: Capture a screen shot of what you are experiencing and include it.