Office of Technology Services Office of Technology Services: Information Technology – Field...

Office of Technology ServicesOffice of Technology Services

Office of Technology Services:Information Technology – Field Support

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Who We AreOTS - Information Technology – Field Support

Faculty / Staff Help Center

Distributed Support Services

Virtual Support Teams

Classroom Technology Planning

Media Resource Services for Support


• General Services Provided• Faculty/Staff Help Center• Additional Technical Support• Home Systems and Networking• Getting Software and Hardware• Accessing the Campus Network• Smart Classroom Tips• Best Practices: Ten Things to Get Started

Topics


• Serve faculty and staff through telephone, e-mail, Remote Control Assistance, walk-in, and on-site support (telephone is the preferred route)

• Provide software and hardware service for 4,000+ computer systems: offices, labs, notebooks, smart classrooms

• Manage the Computer Trade-Up Program to refresh office-based computer systems on a three to four year cycle

• In conjunction with other areas of OTS, test and deploy new or updated software products to campus computer systems

General Services Provided


• Provide setup, integration, and general assistance with hardware: printers, scanners, laptop computers, smart phones, PDAs

• In cooperation with Cook Library’s Media Resource Services, assist in the support of smart classrooms (primarily the computer and network aspects)

• Provide design and planning services for classroom technology projects (new construction and renovations)

• Coordinate, collaborate, cooperate, and communicate with technology providers across campus who do not report to OTS through the Campus Technology Coalition

General Services Provided


• Primary point of entry for support requests is by telephone to the OTS Faculty/Staff Help Center: 410-704-5151

• Quick tip: for faculty or staff services, press 2+2+2

• Staffed Monday through Thursday 8am-7pm; Friday 8am-5pm during the fall and spring semesters; Monday through Friday 8 am-5pm at other times

• 24/7 support for select services is available after hours; listen to the recorded message when calling

Faculty/Staff Help Center


• Comprehensive support for campus PCs and Macs

• For campus systems, we can often “remote into” PCs to help as long as the standard software configuration is maintained

• When telephone or remote-control based support is not practical, on-site support to offices is provided by appointment

• Quality matters: we often send surveys by e-mail, and comments help a lot with staff development efforts

• Always get your provider’s name



• If a problem can’t be resolved at the Help Center level, we will send a technician to campus offices:

– Defined triage guidelines are used as part of a formal central dispatch model

– One business hour maximum time is allotted for triage, and during that time, we will assign a technician to the issue and notify the client by e-mail

– The technician will contact the client to arrange for service within four business hours

– We have 3 precinct offices on campus, so help is close by



• Virtual Mac Support Team offers additional help to Mac clientele

• In addition to OTS, many departments and colleges have their own “local” IT service providers; check with your department chairperson

• The Campus Technology Coalition (CTC) includes people throughout campus (lab managers and departmental IT providers)

Additional Technical Support


• We provide limited support for home or personally owned systems (general assistance using web-based services, standard TU applications, and verifying service availability)

• If a person can’t connect to the Internet at home, at another workplace, in a hotel, at an airport, or in “hot spots” the Internet Service Provider (ISP) that offers the service is the best point of initial contact

Home Systems and Networking


• Primary reasons that support for home and personally owned devices is limited:

- Home networks use many brands and models of hardware and services vary by provider (Comcast, Verizon, etc.)

- Our staff are trained to support a limited set of standard enterprise-class devices

- Internet service providers are more experienced with consumer hardware lines

- Citizen taxpayers get concerned when they hear about state employees receiving services that they are not also entitled to (“the headline test”)

Home Systems and Networking


• Maryland Educational Enterprise Consortium (MEEC) offers Microsoft Office 2007/2008 for Mac as part of the work-at-home agreement

• The University Store administers MEEC:http://store.towson.edu

• OTS offers McAfee Anti-Virus and other downloads: http://www.towson.edu/ots

• For students, Microsoft Office and other products are available at discounted prices through the University Store and other sources

Getting Software


• Check with your department as well OTS before purchasing—some hardware devices may not be compatible, supportable, reliable, or securable

• Special start-up funds are usually great opportunities, but there have been some surprises; see above—and check with OTS first to avoid disappointment

• Hardware for research: same factors—work with your department and OTS in advance

• Departmental and college technology providers are often a good pre-purchase information resource

Getting Hardware


• Non-standard hardware: iPhones, netbooks, smart phones other than university-owned, inkjet printers, and other devices may not supported or supported only to a limited extent; check with your department and OTS before purchasing

• More hardware information, including discounted personal purchases programs:

http://www.towson.edu/adminfinance/OTS/hardwaresoftware/facultystaff/index.asp

Getting Hardware


• Office, lab, and classroom computers are “locked down” to prevent malicious or unauthorized use; logon with your TowsonU username and password

• Off campus, most people just need a “plain” Internet browser (Internet Explorer or Firefox) to get to core services:

- Outlook Web Access for e-mail and calendarhttp://outlook.towson.edu

- Blackboard, our course management systemhttp://inside.towson.edu

- PeopleSoft (Towson Online Services) for rosters and gradeshttp://inside.towson.edu

Accessing the Campus Network


• The next “step up” for off-campus connectivity is our Virtual Workspace (Citrix) environment

• With Virtual Workspace, you can do a few more things than you can with a “plain” Internet browser—but it requires a one-time installation of small piece of software (the Citrix client):

http://virtualworkspace.towson.edu (vw.towson.edu for short)

• Virtual Workspace includes Windows Remote Desktop so you can access your office computer (and any network shares you may have mapped) from home or another location on campus—like a smart classroom, a desk in another office, or within a lab



• You should never have to keep copies of files on a home computer or use portable storage like a USB drive to transport them

• The logon page for Virtual Workspace has links to LOTS of self-help, how-to documents and movies to get you started

• A final way is to use our Virtual Private Network (VPN). This is not a preferred method, since it can result in large amounts of sensitive data being transferred to less-secure home computers. But it is an option in some special cases.



• General Off-Campus Network Access Information:http://www.towson.edu/adminfinance/ots/

trainingdoc/shr22-vw-remote.asp

• Windows Remote Desktop (RDP):http://www.towson.edu/adminfinance/ots/Training/

documentation/Remote%20Access/Remote_Access_2007.pdf



• The university has over 200 technology-enabled classrooms and you can virtually visit yours in advance:

http://www.towson.edu/classroomtechnology/virtualtour

• Physical access (keys, swipe cards, etc.) and support procedures vary by department; check with your administrative assistant or chairperson

• OTS provides planning and design services; Cook Library’s Media Resource Services provides service and support. Calling 410-704-5151 and selecting Option 3 will get you to the right party

Smart Classroom Tips


• Power up the system and logon to the computer as soon as you get to class to give things time to boot up

• If you need special software installed on the computer (something besides Microsoft Office), check with your department well in advance so arrangements can be made

• To display files, use mapped network drives (H: or O:), Virtual Workspace, or documents saved within Blackboard. USB drives are easily forgotten



• For student presentations, consider having students place files into Blackboard’s Digital Dropbox or Assignments as opposed to having them logon or use USB drives

• If you have a campus office computer, you can use Windows Remote Desktop to get to it for specialty software.

• If the computer is locked by another person when you arrive, you will need to force a shutdown by pressing and holding the power button; then, restart

• When leaving, always logoff and make sure the projector is off

• Have a “Plan B” in case the technology doesn’t cooperate



• With great power comes great responsibility: your NetID provides access to critical, often confidential, data and services

• With it, you can get into computers, network files, Blackboard (aka LearnOnline), PeopleSoft (Towson Online Services), e-mail, and more

• You can also get into headlines, so help us help you

1: Your NetID


• Create a strong password (“3 of 4 by 8”)

• Never share it or give it to anyone, including OTS staff

• When leaving your computer for even a minute or two, lock it

• When leaving for the day, Shutdown | Restart your computer (logs you off plus cleans out memory). We have green power management in place.

1: Your NetID


• Don’t use the same password you use for your NetID that you use for personal sites or services (e.g., online shopping, Hotmail, etc.)

• Change your password every 90 days at least; we’ll remind you at 14 days, but it’s better for you to keep track in case it happens over holidays or breaks

• NetID management: go to http://www.towson.edu/accounts

• Another way: in the right-hand column of navigation links under Towson Online Services, click “Faculty/Staff Entry to PeopleSoft.” There, you’ll find several tools to help manage your TowsonU account.

1: Your NetID


• Use network-based storage (H: or O: drive space) unless there’s a very compelling reason not to do so

• Your H: (homeshare, 5 gigabytes) and O: (our department share) drives are secured by your NetID and available anywhere (office, classroom, and home)

• We back up nightly and can restore lost files up to 28 days

• The best way to access your files remotely: Virtual Workplace. It allows you to get to the files stored on your H: and O: drives:

http://virtualworkspace.towson.edu or http://vw.towson.edu

2: Use Network Storage


• Work in your office or smart classroom directly against the mapped drives on your O: and H: drives

• Within the Virtual Workspace, you can also use Windows Remote Desktop to access your office computer on campus to demonstrate specialty software or to use your preferred configuration



Missing Flash Drive from Community College Puts 15,000 at Risk of Identity TheftA college, a flash drive, Social Security numbers, and a contractor ... all the familiar ingredients for a security fiasco. And yes, the blog Educational Security Incidents is reporting that Arapahoe Community College has put 15,000 current and former students at risk for identity theft because a flash drive with their names, addresses, credit-card information, and Social Security numbers was lost in early August. The records on the drive came from the college's Corporate Learning Division, and some went as far back as 1997. A contractor had taken the flash drive for a little R&R at the Copper Mountain Resort, and it went missing. The college has cautioned those affected to watch their credit reports and asks anyone with questions to call them at (303) 797-5091. It also notes that taking the drive for a drive is against college policy. --Josh Fischman

Educational Security Incidents: http://www.adamdodge.com/esi/


http://www.adamdodge.com/esi/lost_arapahoe_community_college_drive_contains_information_15000_students


• Wireless is provided over two networks: secure (authenticated) and open (guest)

• Wireless is supplemental to the hard-wired network

• Wireless is slower and more prone to connectivity issues (blockage of signal, congestion, etc.)

• Wireless provides flexibility to faculty and students in non-wired areas

3: Wireless Service


• Wireless devices (notebook computers, Wi-Fi enabled cell phones and PDAs) are high-theft devices in public settings (campuses, airports, etc.), so be watchful and guarding

• Smart Classrooms may get a wireless signal, but faculty should always use the hard-wired connection provided at the instructor station

• Wireless opens up unique “communication conduits” for students; many cell phones have full Internet and messaging capability

• OTS can’t jam signals; define and enforce classroom policies as appropriate

3: Wireless Service


• Windows XP, Vista Enterprise, and Mac Leopard are the current supported operating systems

• New versions of these operating systems are thoroughly tested; Windows 7 and Snow Leopard will be moving into phased, controlled testing

• We try to keep the operating system that shipped with the computer “current” since models tend to be tuned to it

• Currently, Vista comes with new computers as they are purchased; we are not retro-fitting existing computers with Vista, although Office 2007 will be updated

4: Operating Systems


• A standard suite of software and settings is “burned” into an “image” and loaded by the factory or installed by support providers

• The standard image ensures a reliable, secure, robust, and supportable computing experience

• If you use your network storage, we can simply “reimage” your computer and you’ll be quickly back in business

• Reimaging means total erasure of data and reformatting the hard drive. We try to retain files and settings (like browser favorites) whenever possible, but H: and O: drive storage is the key to not losing data in a catastrophic hardware failure

5: Standard Software Image


• Faculty may install appropriately licensed software “above and beyond” the standard image in support of one’s university teaching, research, business, or service work; this can be done on a self-service basis, by a departmental IT provider, or by OTS upon request

• Temporary Local Administrator rights are granted upon request to allow faculty and staff to self-install work-related software applications; permanent rights require authorization and department head signature

• Updates are available a variety of ways; some are “pushed” by OTS (especially when security is involved), others can be “pulled” through Add/Remove Programs

6: Standard Software Image


• OTS does a lot to manage computers at TU so you don’t have to

• Tools like Configuration Manager, Windows Server Update Service (WSUS) and others ensure timely updates and security patches

• McAfee Anti-Virus/Anti-Spyware is loaded on campus PCs; Virex on Macs; also available for home or personally owned PCs and notebooks for free from OTS’ website

• Updates to anti-virus signatures are essential; we take care of this automatically

6: Maintaining Manageability


• Think of this a paradigm shift: PC to CC, Personal Computing to Community Computing: what you do (or don’t do) with your computer can affect thousands of others

• Installation of non-work-related software often creates serious stability, manageability, and security issues that could affect the entire campus

7: Community Computing


• Windows systems are configured for user- or power-user rights.

• Many “hack attempts” exploit by way of Local Administrator rights.

• Local Administrator rights are granted by the Faculty/Staff Help Center for fixed timeframes based on request for installation of teaching or work-related software.

• Call 410-704-5151 2+2+2. You will need to provide the name of your computer (in Windows, Start | Towson System Information).

• Permanent rights require a signed form and approval of the compelling need by one’s department head.

7: Community Computing


• TU uses an Exchange/Outlook solution for faculty/staff e-mail

• Nearly 90% of incoming e-mail is rejected de facto as spam using multiple software and hardware solutions—but it is not perfect and is not context aware or words (banning stock tips would be a problem for CBE, banning medications would be a problem for CHP, etc.)

• Phishing scams are prevalent; OTS will NEVER ask for your password. We may ask for your username, but again, NEVER your password.

• Multiple “To” recipients diffuses responsibility and reduces chances of no one doing anything at all (“I thought you were taking care of it; no, I thought you were.”)

8: E-Mail


• For performance and reliability, maximum INBOX for faculty/staff Exchange has limits

• Default for faculty/staff is 250 megabytes for INBOX, but can be extended by special request to the Faculty/Staff Help Center

• In addition to the INBOX, you can store more e-mail using Personal Folders (.pst files). Not available with Outlook Web Access, but you CAN with Virtual Workspace

• Your H: drive offers 5 gigabytes, and your Personal Folders “live” in that space

• Maximum recipients: 5000 (Reply All would be interesting)

8: E-Mail


• Watch out for attachments: 20 MB limit, but that’s pretty bad etiquette; there are other means to share large files and we can help with specific needs.

• Some attachments (.htm, .exe, .mdb etc.) are blocked for security reasons. If for some reason an expected e-mail doesn’t arrive or your recipient doesn’t receive it from you, this may be one of several things to look into.

8: E-Mail


• Always send e-mail to students using your Towson University account as opposed to Hotmail, Gmail, or other systems; this is university policy

• Blackboard does not let you send e-mail to students using BCC; any e-mail sent within Blackboard will cause the students e-mail address(es) to show up in the TO line and all students will see each other’s addresses. Plus, the Reply All problem comes up.

• Two alternatives that DO let you use BCC are to send e-mail from within PeopleSoft's class roster or send it with "ordinary" e-mail such as Outlook

• OTS creates distribution lists automatically each semester for all class sections

8: E-Mail


• To send using ordinary e-mail and a class distribution list (remember to use your university Outlook e-mail and not some other e-mail provider):

1. In the TO line, use your own e-mail address

2. In the BCC line type in the course section address using our special format described below. You may need to set the option in Outlook to show the BCC line.

3. Here's an example address: 1084COSC175101.towson.edu. You'll need to modify the address for your own particular course section.

4. The next slide shows how to do this

8: E-Mail


Here's how we build the class e-mail address step by step:

1: Always start with a "1" (this is the century digit)108: Add the two-digit year; this example is based on 20081084: Add the term code digit; this example is based on fall

which is "4“ (1=minimester, 2=spring, 3=summer, 4=fall)1084COSC: Add the subject code1084COSC175: Add the course number1084COSC175101: Add the section [email protected] Finally, add the

@towson.edu

8: E-Mail


To send within PeopleSoft:

1. Login and navigate to your class roster

2. With your class roster displayed, you can select individual students and then click the "Notify Selected Students" button OR click the "Notify Listed Students" if you want to e-mail everyone in the course section

3. When you click either one of these buttons, a form to compose your e-mail message will open

4. You, the instructor, will be listed as the TO recipient; your students will by default be listed as BCC recipients.

8: E-Mail


• Portable storage is a problem waiting to happen for those for whom it has not happened already

• Portable storage includes portable media: USB flash drives, DVDs, CDs (maybe even a floppy disk—remember the ’90s)

• Portable storage also includes internal memory and flash card memory (SD, Compact Flash, etc.) in phones, iPods and other MP3 players, PDAs, etc.

• The average person is too busy to back up or properly secure portable storage

• The solution: H: and O: network-based storage for sensitive documents

9: Portable Perils


• Call us: 410-704-5151 2+2+2 on the voice mail menu for general computer and network issues; 3 for classroom technology issues

• For unplanned or unscheduled maintenance, problems, or time-sensitive communications, we use http://alerts.towson.edu which is also a live desktop feed on Towson University campus computers

• For planned or scheduled maintenance or general information, we run frequent articles in the Daily Digest:

http://www.towson.edu/applications/dailydigest

• IT is different in different organizations, so don’t be shy about asking questions as you learn your way around Towson University

10: Stay In Touch


Office of Technology Services

Contributing to the success of Towson University through the development, maintenance, and support of technology

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