Technology Quick Start Guide. Employee Edition 2013-14

Technology Quick Start Guide Employee Edition 2013-14 James Tagliareni, CIO May 2013

Table of Contents WELCOME... 2 INFORMATION TECHNOLOGY... 3 ANTI-VIRUS PERSONAL COMPUTERS... 3 ATTACHING PERIPHERALS AND USB SUPPORT... 3 AV HARDWARE MOUNTING... 3 COMPUTER MOVES... 3 CABLES... 4 MY RCC/ WEB ADVISOR... 4 EMAIL... 4 EMAIL QUOTAS/ARCHIVE... 4 HOME SUPPORT... 4 IT FORMS / PROCEDURES / TRAININGS... 4 IT PURCHASING... 5 Purchasing Process... 5 Purchase of Toner/Ink Cartridges... 5 IT Purchase Request Form... 6 IT Standard Equipment List... 7 IT HARDWARE REPAIR... 7 LANDESK DESKTOP MANAGER... 8 IT HELP DESK SUPPORT... 9 Hours... 9 Self-Service... 9 Phone... 9 In Person... 9 IT HELP DESK SELF-SERVICE... 10 IT HELP DESK SURVEY... 11 PURCHASING SOFTWARE FOR PERSONAL USE... 12 NETWORK ACCOUNTS... 13 NAME CHANGES... 13 OFF-HOURS IT SUPPORT... 13 PASSWORD INFORMATION... 14 PASSWORD RESET / SELF-SERVICE... 14 PERSONAL FOLDER... 14 POP-UP BLOCKER... 14 SOFTWARE INSTALLATION... 14 TELEPHONE AND VOICEMAIL... 14 WIRELESS DISPLAYS... 15 APPSCLOUD (WINDOWS COMPUTERS)... 16 WEBCONNECT (ALL COMPUTERS & MOBILE DEVICES)... 17 BYOD... 18 IPTV... 19 MOBILE APP... 20 RTUBE VIDEO WEB PORTAL... 21 SMARTSYNC CLASSROOM MANAGEMENT SYSTEM... 22 TECHNOLOGY ENHANCED CLASSROOMS (TEC)... 23 VIRTUAL DESKTOPS... 24 FORGOTTEN PASSWORD?... 25

Welcome Information Technology (IT) would like to welcome you and take the time to provide you with this booklet that contains some helpful information. The focus of IT is to address technology infusion in a manner that supports the instructional and organizational goals of faculty, staff, and students and to encourage and assist faculty in adopting appropriate technology into the curriculum. Our activities are guided by the belief that technology literacy is a critical component of education in the 21st century. James Tagliareni Asst. Vice President and Chief Information Officer Page 2 of 26

Information Technology Anti-virus Personal Computers Computer viruses and worms are programs that are written with the specific purpose of doing harm to computer files. Some worms, once activated, will cause one computer to attack another computer. Computer viruses/worms can be transmitted via infected USB keys, emailed attachments and downloads from infected web sites. If you encounter any messages stating your computer has a virus notify Information Technology. Anti-virus software protects your computer and data. AVG Business is available at no cost to RCC employees for home use. This software provides the high level of detection capability that millions of users around the world trust to protect their computers. Easy to use, low system resources Automatic update functionality Real-time protection as files are opened and programs are run AVG s Virus Vault for the safe handling of infected files Please contact the IT helpdesk ithelpdesk@robeson.edu to get your free copy. Attaching Peripherals and USB support Peripheral devices from the Hardware Standards list such as USB keys, microphones, headsets, and cameras are permitted. However, some devices may require administrative assistance to install. Please open a help desk ticket (ithelpdesk@robeson.edu) in these circumstances. AV Hardware Mounting All requests for mounting of hardware such as a projector or other audio-video equipment must be made through the IT help desk (ithelpdesk@robeson.edu) at least 30 days in advance. Computer Moves If a computer needs to be relocated, please submit your request to the IT help desk ithelpdesk@robeson.edu at least 14 days in advance of the move. Page 3 of 26

Cables If additional cables are needed, staff may place this request though the IT help desk. Information Technology will make an evaluation of the request. My RCC/ Web Advisor RCC maintains a computerized student information system (My RCC / Web Advisor) for a wide variety of information management purposes. Through My RCC and Web Advisor, employees can access budgetary information; view RCC shared files, and much more. Anyone given passwords to My RCC / Web Advisor have a strict responsibility to ensure that this information is used appropriately, and that the privacy of persons identified through this information is strictly protected. This responsibility extends both to information available on computer screens as well as information available in print media, including all printouts, manual dossiers, correspondence files, directories, and similar forms of information banks. Email Email is provided to employees for the instructional and administrative needs of the college. RCC email address is composed of a username and a domain with the @ between the two: username@robeson.edu. For more information and training visit http://robeson.edu/it/email Email Quotas/Archive Currently employees have no limit on email mailboxes. As of May 30, 2013 the email quota will be 5Gb. Home Support Information Technology does not offer any support for issues regarding employee s home computer(s). IT Forms / Procedures / Trainings Information Technology forms, procedures and training guides are located on our website at http://robeson.edu/it. Page 4 of 26

IT Purchasing The demand for technology and technology-related services at Robeson Community College is increasing dramatically. As technology becomes more sophisticated and faculty, staff, and students become more sophisticated users, the cost of obtaining, supporting, and servicing technology is also increasing. In an effort to better service Information Technology (IT) has developed a standard equipment list. Standardizing on our technology purchases allows the Information Technology department to better obtain, support and service technology in your building. Our goal is to provide technology and technology support that enables faculty, staff, and students to do their work, research, teaching, and learning activities in the most effective and efficient manner. Given that the budget is not unlimited, we must attend to costs and attempt to limit the costs to available resources in the budget. Purchasing Process All purchases (except for consumables) for technology will be made through Information Technology. (This includes grants and other organizations) 1. A purchase request signed by the appropriate personnel with the budget code you wish to use for the purchase and authorizing our department to make the purchase for you, should be sent to the Information Technology department. All purchases for software will be made through Information Technology department.. A purchase request signed by the appropriate personnel with the budget code you wish to use for the purchase and authorizing our department to make the purchase for you, should be sent to the Information Technology department. Purchase of Toner/Ink Cartridges In an effort to expedite service and achieve the highest level of quality, your department should purchase technology related consumables directly from the state contract vendors. Information Technology will not order and supply departments with consumables. We truly appreciate all of your suggestions on how we can improve our process to better serve your needs. Our goal is to truly surpass your expectations. Page 5 of 26

IT Purchase Request Form Page 6 of 26

IT Standard Equipment List The form is located at http://robeson.edu/it/employees/forms/ IT Hardware Repair In the world of rapidly changing technology, we must constantly evaluate the value of making repairs on older equipment and systems. Our objective is to use our limited funds on equipment that has a significant remaining useful life. In order to continue to improve upon our repair initiatives and to make the best use of your limited funds and staff, Information Technology has adopted the hardware repair guidelines for all instructional and administrative computers / peripherals (repair matrix located at http://robeson.edu/it/employees/forms/). Categories Equipment will be placed in one of the following five categories: Repair or Warranty Page 7 of 26

Repair Repair (50% limit) No Repair2 (unless item is covered under warranty) Supplies Equipment will not be repaired if the repair cost exceeds the IT Repair Cost Limitation (50% of the cost of new hardware). Refer to the Hardware Repair Matrix, which lists categories of equipment (e.g., computers, monitors, printers) and the repair guidelines that apply to identify items within each category. Non-repairable equipment will not be replaced with new equipment. Supplies and components that normally wear out over time (e.g., mice, keyboards, toner cartridges, and headphones) will be treated as supplies. Departments should pay for these as they would other supplies. Computer Hardware Repair guidelines will be reassessed annually. LANDesk Desktop Manager LANDesk Desktop Manager allows you to install preconfigured software to your computer. To view available software go to START ALL PROGRAMS LANDESK MANAGEMENT DESKTOP MANAGER Select the checkbox of the software you wish to install and click DEPLOY. Page 8 of 26

IT Help Desk Support Hours IT support is available: Monday - Thursday May July 7:30 AM 5:30 PM August April Monday - Thursday Friday 8 AM 5:00 PM 8 AM - 3 PM Self-Service The self service system is designed to allow the campus community to easily and efficiently submit requests for service, review current and past tickets and search for information. To access self-service go to http://selfservice.robeson.edu Email You can email your help desk request to ithelpdesk@robeson.edu. Please include your name, email address (if different), phone number, and a detailed description of the problem. Phone If your email and Internet service is unavailable you can contact the IT help desk us at 910-272-3566 In Person The Information Technology Help Desk is located in Building 13 Room 1333B Page 9 of 26

IT Help Desk Self-Service Page 10 of 26

IT Help Desk Survey Page 11 of 26

Purchasing Software for Personal Use Purchasing Software for Personal Use Information Technology is pleased to announce the availability of an online store which you may purchase software suites such as Microsoft Office, Windows, SPSS, Adobe, VMware, antivirus and other software for personal use at discounted prices. The online store is accessible to all current students, staff and faculty, and simply requires a valid RCC issued email address. To visit the store, browse to the following URL: http://robeson.cc.onthehub.com/ Buy Now Frequently Asked Questions Q: Who do I contact for questions regarding my order? The online store is operated and supported by e- Academy. You can reach customer support through the following methods: Email: support@e-academy.com Phone: 1-888-396-1447 Fax: 1-866-469-7512 Page 12 of 26

Network Accounts Network accounts will be provided to all employees. For new accounts a Network Account Form will need to be filled out by supervisor and submitted to IT. The forms are located on Http://robeson.edu/it/employees/forms/. Name Changes In the event that your name is incorrect, please submit a new Network Account form. Please note: your passwords may change as a result. Off-hours IT Support In the event of IT problems or issues that may occur off hours (anytime beyond Monday Thursday 8am to 5pm and Friday 8am to 3pm). Severity Level 1 Description of Problem Campus Wide Power Outage Response Call (910) 585-1260 1 Building Power Outage Call (910) 585-1260 1 Phone System Outage 1 Campus Wide Network Outage Call (910) 585-1260 and email IThelpdesk@robeson.edu Call (910) 585-1260 2 Building Network Outage Call (910) 585-1260 2 3 3 Many (more than three) computers in the same section of a building are inoperable, or not able to connect to the network (not due to power outage) Faculty Member is having difficulty with equipment (VCR, DVD, projector, etc). A computer in a classroom is not functioning. Call (910) 585-1260, and email IThelpdesk@robeson.edu Email IThelpdesk@robeson.edu Email IThelpdesk@robeson.edu Notes A call will also need to be made to facilities. A call will also need to be made to facilities. Calls may need to be made from a cellular phone or payphone. Support is limited during off-hours. Support is limited during off-hours. Support is limited during off-hours. Support is limited during off-hours. Page 13 of 26

Password Information Users are responsible for safeguarding their passwords and are responsible for all transactions using their passwords. No individual may assign his or her account or password to any other person. Password Reset / Self-Service Information Technology has implemented a secure solution enabling end-users to reset their forgotten network passwords without requiring helpdesk intervention. The process uses the question-and-answer security system for user authentication. First, users enroll by creating their profiles. Once the profile is established, the user can manage the password and account manually by simply supplying the answers from their profile. Visit http://robeson.edu/it/password for more information and instructions. Personal Folder A personal folder mapped to drive letter H is provided to each staff member for individual use. Access to personal folders is limited to the individual and IT Administrators only. There is a file quota limit for your personal folder of 1000MB. Pop-Up Blocker Pop-Ups can cause issues with certain content not appearing on a particular web-site. To disable the Pop-Up blocker in Internet Explorer you can go to the tool bar menu item tools then select Pop-Up blocker and then turn off Pop-Up blocker. If you just want to disable it temporarily you can hold down the Ctrl key until the web page is loaded. Software Installation To have software installed complete Curriculum Software Installation Form (the form is located at http://robeson.edu/it/employees/forms/) and email it the Help Desk (Ithelpdesk@robeson.edu). The Help Desk will send you verification of your request via email. If you have any questions about your software request, the installation of your software, or need to modify your request, please email the Help Desk. Telephone and Voicemail IT provides telephone and voicemail access for employees. please fill out the Telephone/Data Request form located at http://robeson.edu/it/employees/forms/. If you need additional service Page 14 of 26

Wireless Displays Wireless Displays Empowering Students with Technology Information Technology has implemented a wireless display technology to help make collaboration easier. AirPlay technology allows compatible devices to play videos, music, or slideshows on the HDTVs installed in the cafeteria - building 13. If your device supports it, you may even be able to display your screen and show the applications that are running on your mobile device, all without relying on bulky cables. Innovative Learning With the integration of tablets, computers and mobile devices into the instructional environment, faculty and students have discovered many new ways in which theses devices can expand and enhance the learning environment. With Airplay, Robeson Community College can offer another flexible and innovative way to enhance collaborative learning among our students. Information Technology James Tagliareni Chief Information Officer (910) 272-3560 For more information visit: http:// robeson.edu/ it/ airplay jtagliareni@robeson.edu www.robeson.edu/it Now available on all projectors on the main campus Page 15 of 26

AppsCloud (Windows Computers) See WebConnect for use on Androids, ipads, iphones Page 16 of 26

WebConnect (All Computers & Mobile Devices) Page 17 of 26

BYOD Page 18 of 26

IPTV Watch TV via RCC Network IPTV is Here! RCC IPTV brings you entertainment and educational content right to your computer! Information Technology is conducting a pilot of IP-based television delivery. The pilot is comprised of a couple channels (more coming soon) that are available to be watched over a network-connected computer. Information Technology James Tagliareni Chief Information Officer (910) 272-3560 For more information visit: http://robeson.edu/it/iptv Page 19 of 26

Mobile App Page 20 of 26

Rtube Video Web Portal Page 21 of 26

SmartSync Classroom Management System Page 22 of 26

Technology Enhanced Classrooms (TEC) Robeson Community College has implemented a technology enhanced learning environment that will stimulate classroom activity through the use of cutting edge technology. The technology will be infused into the instructional discipline prompting high levels of interaction among the students and faculty. Controller Technology Enhanced Classroom (TEC) quick start guide Rtube (web-based portal for accessing Live and Stored audio and video files) More information can be found at http://robeson.edu/it/rtube Video Conferencing VTC Technology Enhanced Classroom Virtual Teleconference (VTC) Instructions Page 23 of 26

Virtual Desktops Page 24 of 26

Forgotten Password? Page 25 of 26