Find Support

The CIT Customer Portal is a new website accessible to NIH staff only that offers detailed and current information about IT services, support, and resources to equip the NIH community with the tools they need to make biomedical discoveries that protect and improve our nation’s health. 

If an issue does not stop your ability to work, submit a ticket through the IT Service Desk.

If an issue stops your ability to work, call the IT Service Desk at (301) 496-4357. 

When submitting a ticket through the IT Service Desk, you should first determine if you are submitting an incident or a request.

Incident: Something is broken, or a service that is supposed to be working is not working.

Request: You would like to request a new service, software, or access.

After determining if your ticket should be an incident or a request, start by finding the right overarching category in the IT Service Desk (e.g., Account and Access Administration, Personal Computing Services), and then within that category, choose the ticket that best fits your request or issue. If you are having trouble finding the right ticket, we recommend using the search bar to pull up relevant options. 

If you do not know how to categorize your ticket, many overarching categories, especially in the Incident Catalog, feature an “unable to categorize” ticket option. Use this option and provide as many details as possible in the notes section of the ticket to help ensure that your ticket is quickly routed to the correct team.  

If you are still having trouble categorizing your ticket and “unable to categorize” is not an option, call the Service Desk team at (301) 496-4357 and an IT Service Desk representative will help get your ticket to the right team. 

It’s important to collect as much information as possible before submitting a ticket through the IT Service Desk so the Support Staff can resolve your issue quickly and effectively. This information can include your NIH username, password, PIN, PIV card personal identifier number, Government-Furnished Equipment serial number, and a detailed description of the issue. 

To access NIH resources, one must be authenticated. Without the proper credentials, only the NIH public site is visible to those wishing to learn about the NIH.  

If you are having trouble logging in to the Customer Portal, the IT Service Desk, or related NIH-only resources, first make sure you have verified your identity or authenticated using the Smart Card Login or the Authenticator Application. View the Login Help options for more information.

NIH staff who still cannot authenticate should contact the IT Service Desk at (301) 496-4357.