Health Check FORM • COVID-19 INFO
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Remote Workforce with IT Services Support

March 25, 2020, 1:10 p.m.

Colleagues,

I would like to take a brief moment and thank each of you on being flexible and adaptive on offering continuity of instruction and services in this trying time. IT Services is here to help you, along with our CTL colleagues. It is important that we continue to remain calm and patient, so that we all can remain laser-focused on ensuring our students are given every opportunity to succeed. IT Services greatly appreciates everyone’s willingness to explore alternative ways to best achieve operational tasks.

This email will serve as an outline of how IT Services will continue to offer support to Faculty and Staff during the remainder of this term. Please note, a separate email with pertinent IT Services support information will be delivered to students this week. If you wish to obtain additional detail on any related IT Service, please visit our website (specifically, the Covid-19 impact page).

  1. Extended Support Hours
    • Users are heavily encouraged to email any technical-related issue directly to our ticket system atitworkorder@shepherd.edu.
    • Starting March 30th, IT Services will be available for live support from 8am to 8pm, Monday through Thursday and 8am to 4:30pm on Fridays throughout the remainder of term.
      • Users can call 304.876.5457 directly during these hours to speak to the IT Services Desk for assistance.
    • IT Services can support users remotely leveraging Zoom, as users are discouraged from visiting IT Services in person, for the health safety of everyone during this time.
  2. Online Apps for Remote Workforce
    • Office 365 contains the full suite of Microsoft productivity tools and is accessible via the internet. Users will need to use their email address and network password to login. More direct instructions can be found on our website.The most pertinent applications include:
      • Outlook – email as if you were on campus
      • MS Office – work as you would on campus
      • OneDrive – this is a cloud storage locale in the cloud that allows you to move files/folders on your local or shared drives today to our secure, private cloud. This will allow you to provide continuity of progress on daily operations.
      • MS Teams – this is a virtual conference tool similar to Zoom. To request the creation of a team, please email us directly at itworkorder@shepherd.edu.
    • Sakai is our LMS (learning management system) and is also used by several departments and committees. Sakai is accessible via the internet. Users will need to access with their network username and password.
    • Zoom is our approved video conference tool. Users can follow the directions on the IT Services and CTL websites to obtain a Free version. Please note: we do have an enterprise, licensed model for users who need to have additional functionality and/or security, but we are limited in the number of licenses to provide. Users may need to share these licenses accordingly, so that everyone can benefit.
      • Webcams. There is a limited amount that can be loaned out, if necessary.
      • Headsets with Microphones. There is a limited amount that can be loaned out, if necessary.
      • Zoom tutorial is posted on the CTL website.
    • Banner. During this time, IT Services has made the necessary security provisions to allow Banner users to have direct internet access to Banner via a browser – Citrix is not needed. Existing Banners users, who wish to access Banner remotely, will need to send an email request to itworkorder@shepherd.edu with the subject line of Banner Web Access.
      • Banner 9 training will no longer be held in-person, on-campus. IT Services will be publishing an online version soon for all users to access/use.
    • Citrix is our virtual desktop/lab and can be utilized by all users via the internet to access all approved software. Please note we have a limited number of licenses and we need to ensure our student population is given primary use. For users with Citrix needs and Citrix alternatives, please contact the IT Services Desk.
    • Adobe is a full set of graphic creation and editing software tools and is available via the internet. With the new changes in Adobe licensing for higher education, existing on-campus users requesting Adobe and/or assistance remotely, will need to email itworkorder@shepherd.edu.
  3. Office Phone
    • Users can forward their desk phone to any other phone. However, this is a task that has been completed on campus, at the phone (to setup and/or remove forwarding). Instructions can be located on our website.
    • Users can check their voicemail from off-campus by dialing 304.728.1242, enter your full phone number (304.876.xxxx) and then your pin (xxxx).
  4. Security Enhancements
    • During this critical time, additional security enhancements/protocols have been updated to best support the needs of the campus community. User experiences may be altered during this time. Please direct all questions to itworkorder@shepherd.edu.
      • Email. Users should have begun to see an increased user digest report in their email outlining low priority and quarantined email. More information can be found on our website fully describing this enhancement.
        • Low priority represents email that pertains to certain newsletters, invitations, and announcements that has been delivered. In some situations, this email may be in either your Inbox or Spam folder.
        • Quarantined email has not been delivered and is highly suspicious.
      • Remote Assistance. Users requiring remote IT Services support will be authenticated.
      • Infrastructure. Security improvements will continue, to best support our students and campus community.
  5. Other Impacts
    • During this critical time, certain projects are going be delayed, so we can ensure adequate support is provided to our students and campus community.
    • All Audio-Visual/Media-Services requests will be considered on an as-need basis, adhering to health safety, and may be postponed and/or delayed.
    • Computer and technology-related purchasing. Please note: All vendors/suppliers are enduring extensive shipping delays pertaining to technology purchases. Average arrival time si between 30 and 60 days. If you are attempting to procure devices specificly for your departmental use, please keep these delays in mind. Existing processes/protocols will still function as-is, pertaining to computer and technology-related purchasing.
    • Software purchasing. All software purchasing for use on existing network infrastructure must be approved by IT Services. Please keep in mind, all software must meet our university security standards. If you are exploring “new software”, please be sure to include us in your evaluation. Existing processes/protocols will still function as-is, pertaining to procuring software.

Again, we are here to help you. Together, we will make this transition a successful one.

Thank you,
Joey Dagg
IT Services Director