IT Services
“They took care of my issue quickly and there was great communication back to me as to what the issue was.” – Faculty, 2/23
Systems and Infrastructure Status
Important Information: Shepherd University technology resources, updates and information during the Coronavirus pandemic may be found here: IT Covid-19 Impact Page
Unplanned outage: No unplanned outages at this time.
Planned outage: No planned outages at this time.
IT Service Desk Hours
Beginning Monday, May 3, 2021, the IT Service Desk and phone support will be available Mondays – Fridays from 8:00 AM until 4:30 PM.
NOTE: If inclement weather and/or road conditions occur, these hours are subject to change.
- Phone: 304-876-5457 (Main Campus)
- Email IT Services at itworkorder@shepherd.edu
- The IT Services Desk in the basement of the Library.
Recent News
Mandatory iOS Update Required for many Apple iPhone/iPad/iPod and Apple Watch and TV Devices, January 27, 2021
Apple is urging users of iOS/iPadOS/watchOS/tvOS devices to promptly update the operating system to fix security bugs which may have already been exploited by hackers.
Apple Security New Release
Mandatory Password Change for all employees, January 14, 2021
In order to enhance our technology environment, computer account passwords must be changed every 180 days. The first time for this to take effect is Thursday, January 14, 2021. All of the changes and procedures to facilitate this detailed on this page
New Phishing Attack Email, February 16, 2021
A new phishing attack email started arriving in mailboxes today. This pertains to a supposed job opportunity, has an attachment and an embedded link, and at the bottom has it is from the Shepherd Career Center || Job Placement. Please delete it from your inbox, and then from your Deleted Items folder.
If you clicked on the link or the attachment, and followed any of the directions, please contact the IT Services Desk by emailing itworkorder@shepherd.edu with your contact information and a summary of what you entered on the site.
Apple iOS 14 Update, September 18, 2020
The newest Apple iOS 14 update turns on MAC address randomization as a privacy feature. On campus users will experience issues as ITS uses this information to allow devices access to the Shepherd network. On campus users can turn off private Wi-Fi addresses by tapping on a network in the Wi-Fi Settings pane and hitting the toggle next to Private Address. After turning off the setting you will need to register your device again. Please contact the IT Services Desk if you need assistance.
COVID-19 Update on Monday, August 10, 2020
Due to limited capacity of the library and the IT Service Desk, we suggest users refer to our website for information regarding your Shepherd account, email, accessing the wireless network and registering devices.
If you still need assistance, please call 304-876-5457 before visiting the IT Service Desk in the library.
You can reach out to us by emailing our work order system itworkorder@shepherd.edu with a full description of the issue you are experiencing. Please include a phone number.
You may also make an appointment by emailing itworkorder@shepherd.edu. Instructions on how to make the appointment will be emailed to you.
SPAM
IT Services has been informed some students have been receiving emails which are either SPAM or a PHISH attack. These emails may look enticing, as many revolve around job opportunities or free goods, but, please be aware that these emails, and others like them, often are not legitimate. Always use caution when viewing and processing email. Please take extra care whenever asked to access another ‘link’ or open any ‘attachments’.
Here is an educational resource pertaining to Social Engineering attacks and how to recognize them Social Engineering Red Flags
Here are some rules of thumb to identify red flags in determining a valid email:
- FROM: You don’t recognize the sender or sender’s address. This is an unexpected or unusual email with an embedded hyperlink or an attachment from someone that I have not communicated with recently.
- SUBJECT: Subject line is irrelevant and/or does not match the email content.
- TO: You were sent an email with others, but you do not recognize any of the other recipients.
- DATE/TIME: Was this email sent at an unusual time, like 3 am?
- CONTENT: Am I being asked to do ‘something’ to avoid a negative consequence or to gain something of value? Does the content have bad grammar or poor spelling?
- HYPERLINKS: When you hover your mouse over the hyperlink, does the site that it is directing you to match what is on the hyperlink or to another place?
- ATTACHMENTS: Also be suspicious. You don’t recognize the file type.
To better assist you in educating yourself about PHISHING, please access the Google PHISHING Quiz. This quiz is highly interactive and will provide key areas to help you determine what email is legitimate and what is not. The PHISHING Quiz can be accessed by going to: https://phishingquiz.withgoogle.com/
If you are unsure if you have a malicious or legitimate email and would like assistance, please contact the IT Service Desk for assistance at 304-876-5457. You may also email us your issue to itworkorder@shepherd.edu.
Older phishing attacks and other important updates
Please check our News Archive
Tips for Student Email Problems
- Your Username for the email system is your full email address of username@rams.shepherd.edu.
- Your student email password is synchronized with your Sakai / Computer Account. The password you set works for all of them. The only account it does not work for is RAIL, which is a separate PIN.
- If you feel your password is not working, log into the RAIL system, click on Personal Information, click on Password Management and then click on Change Password. Change your password following the rules stated on the page. After changing your password, log out of RAIL and wait at least 10 minutes before trying your password. NOTE: This password change will not only change it for your email account, but also your Sakai login, logging into campus lab and classroom systems, and for validating / registering your personal devices for use on our network.
- For mobile devices such as smartphones and tablets, you must enter your Sakai / computer account password into your device’s email app. If you do not, it will keep trying to use the previous invalid one.
- Also for mobile devices, you must change the server address in the email app settings. Most students have the server address as pod51011.outlook.com. That server address is no longer valid. Please remove this server address and enter the new server address of outlook.office365.com
If you are still having problems, please contact the IT Services Desk. Their contact information is at the bottom of this page under the To get help heading.
Device Registration Instructions
At the start of a new semester we wanted to share important information with you about registering your devices for use on the campus network including wi-fi.
- Desktop computers used in residence halls can be registered by students. Please visit the FAQ page, or click here.
- Laptops, tablets, iPads, smartphones and other smart devices may be registered by you. Please click here to register these types of devices.
- To register devices such as game consoles, Rokus, SmartTVs, and similar devices; please visit this web page.
Updated May 3, 2021