Online Learning Services at Syracuse University

Online Learning Services manages online tools and systems that support the academic mission of the university. OLS is the primary point of contact for training and technical support with digital tools for teaching and learning, including Blackboard Ultra, Kaltura, Poll Everywhere, Zoom, and more. We support faculty and instructional staff in online, blended, and face-to-face courses to enrich their teaching environments through the adoption of appropriate technologies. We provide technical expertise and consultation in a variety of areas with a focus on teaching and learning. OLS aims to meet the instructional technology needs of all faculty, staff, and students at Syracuse University, both on campus and around the world; however, questions or support requests related to use of technology for research or non-academic operations of the university may be referred to other offices at SU better suited to address those needs.

Table of Contents

• 1 OLS Contacts and Support
  • 1.1 Create a Help Ticket
  • 1.2 Virtual Office Hours
  • 1.3 One-on-One Bookings
  • 1.4 Location and Hours
• 2 OLS Systems and Services
  • 2.1 OLS-Managed Teaching and Learning Tools
  • 2.2 Campus Partner-Managed Tools
  • 2.3 Vendor-Managed Tools
• 3 OLS Answers Index
  • 3.1 Blackboard
  • 3.2 Google Workspace
  • 3.3 Kaltura
  • 3.4 Microsoft Office 365
  • 3.5 PlayPosit
  • 3.6 Poll Everywhere
  • 3.7 Qwickly
  • 3.8 Respondus LockDown Browser
  • 3.9 Turnitin
  • 3.10 Zoom

 

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OLS Contacts and Support

To get help or request a consultation with Online Learning Services, select one of the following contact methods.

Location and Hours

Online Learning Services is located on the ground floor of the Women’s Building, accessible through the Comstock Ave entrance. We are open during regular campus business hours:

For after-hours or weekend support, contact the ITS Service Center.

OLS Systems and Services

Online Learning Services manages online teaching and learning tools which are licensed by Syracuse University. University-licensed tools are generally available to all current SU faculty, students, and instructional staff through their university NetID single sign-on (some narrow exceptions may exist). OLS also provides general consultation and support for instructional technology questions, but help requests for tools that are not licensed campus-wide may be referred to another campus office or to the tool publisher.

Below is a non-comprehensive list of online teaching and learning tools licensed by Syracuse University.

• OLS-Managed Teaching and Learning Tools are licensed by SU for all current faculty, instructional staff, and students. OLS is the primary point of contact for all user support requests regarding these tools.

• Campus Partner-Managed Tools are licensed by SU for all current faculty, staff, and students (with a few narrow exceptions). OLS provides general support and consultation for these tools for teaching and learning purposes in partnership with other offices on campus. Requests for user training, account management, advanced technical troubleshooting, or non-academic use cases may be referred to these campus partners as appropriate.

• Vendor-Managed Tools are not licensed by Syracuse University, but may be licensed by individual colleges, departments, or instructors. OLS can provide basic information to vendors about linking/syncing these tools with Blackboard or other campus-wide systems, but most other user support requests will be referred to either your college IT help desk or to the vendor.

OLS Answers Index

Online Learning Services provides access to technical documentation, training, and troubleshooting resources for all of our supported systems and tools through our Answers space.

The documentation, instructions, and policies detailed in the Answers pages indexed below are specific to Syracuse University’s licenses and configurations for these tools. Certain product features may not be included in our institutional license or may not be enabled for all users. Please ensure that that you are logged in using your @syr.edu email/NetID while using any of these tools. If you have a question about settings/configurations for any of the tools listed below, please contact OLS by emailing help@syr.edu.

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