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FAQs - Working Remotely

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March 30, 2020 - 12:41 AM

Resources while working from home:

IT Help Desk: The IT Help Desk is open to take calls between 8:00am and 4:30pm. We have IT staff available by phone at 909-274-4357 (HELP) or x4357. You can also make requests online at https://helpdesk.mtsac.edu/, check the status of your requests, and correspond with an IT Help Desk technician about your request.

Zoom: We also recommend that you sign up for Zoom. In order to be able to access your account from within Canvas, it is important that you sign up for an account from the TechConnect Confer/Zoom website (https://conferzoom.org/ConferZoom/SignUp). If you sign up from the corporate Zoom website you will not have access via Canvas or the upgraded license. For upgrading existing Zoom accounts, please email support@ccctechconnect.org and request to convert the account to the Education license. Visit the Mt. SAC POD Virtual Meetings web page for instructions and help videos.

OneDrive: We recommend using OneDrive for your documents and files. OneDrive is easy to use for collaborating with your coworkers. All employees have OneDrive enabled in the cloud, and the OneDrive app is installed and enabled on all Windows computers (simply search the Windows start menu for “OneDrive” and login using your portal login in an email format like jmountie5@mtsac.edu).

    • How do I access my campus voicemail from home?
      Dial (909) 274- 4000 then enter your extension followed by * when prompted (ex: 4357*).
    • I am a manager, can I let my employees take home campus equipment?

      As we transition to remote work, several requests have come in for staff to take existing desktop computers home. This can be a good option since mobile equipment resources are limited. 

      To obtain authorization to do this, as a manager, send a list of employees you want to have take equipment home, and what equipment you’re authorizing to leave campus, to Dvickers@mtsac.edu

      Please do not let anyone take equipment off campus until the IT staff has approved it. Campus systems are not designed to be administered remotely, and we need to install the ability for IT to do so before the systems leave the campus network.  

      Complete a Computer Loaner Agreement form for each computer/desktop on your list that was approved by Dale. Collect and maintain the forms from your employees. 

    • Can I take my campus equipment (laptop, desktop etc.) home?

      If you (staff) want to make a request, send a message to your manager, and copy dvickers@mtsac.edu. Once your manager approves the request, IT will move as quickly as possible to do the required work to prepare the system.

      Please do not take equipment off campus until the IT staff has approved it. Campus systems are not designed to be administered remotely, and we need to install the ability for IT to do so before the systems leave the campus network.  

    • Do I have the Check Point VPN software installed? 

      A VPN gives you secure access to the campus network. 

      As a reminder, if you want to work remotely, please make arrangements with your manager, and be sure to inform your manager you consent to the Telecommunications Agreement. The IT department CANNOT authorize you to work remotely. If you have worked with your manager, got approval, and you want to be able to work remotely, please do the following BEFORE leaving campus.

      Please note that VPN connections can only be installed on campus-owned devices.

      Before you leave campus with a computer, please be sure to:

      • Use Software Center (Windows) and Self-Service (macOS) to install 'Check Point' and 'Zoom'.
        1. Windows users, your computer has to be connected to the Mt. SAC network (wireless is OK anywhere on campus). Unfortunately, if VPN software is not installed before you leave campus, we are unable to install the VPN client for you once you leave campus.
        2. macOS users, your computer has to be enrolled in Jamf to see Self-Service, if you do not see Self-Service please contact the IT Help Desk to enroll your device before you leave campus.
      • Log in to the device before it leaves campus to cache the login information.

      Let us know if you have the Check Point software installed. Remember, we cannot successfully install it on devices that are off-campus, and we can only install the VPN connection on campus-owned devices.

    • What applications require VPN access?

      Applications that REQUIRE VPN:

      • Banner 9 (prod, test, pretst, upgr)
      • Argos Report Viewer
      • OnBase Unity Client
      • Degreeworks

       

      Applications that DO NOT require VPN access:

      • Mt. SAC Portal (timesheets, pay info, etc.)
      • Canvas
      • Office 365
      • OmniUpdate
      • LiveWhale
    • What equipment can I install VPN on?
      Only on Mt. SAC equipment (laptops, desktop, tablets, etc). No personal devices. 
    • Can I download the VPN client from home?

      No. You can only download the VPN client on Mt. SAC network.

      Before you leave campus with a computer, please be sure to:
      1. Use Software Center (Windows) and Self-Service (macOS) to install 'Check Point' and 'Zoom'. Your computer has to be connected to the Mt. SAC network (WiFi will work). We are unable to install the VPN client for you once you leave campus. VPN software can only be installed on campus-owned devices.

    • How do I report a suspicious email?

      On your Outlook client, you can move the suspicious email to an option of folders that the network team established. To do this, select the email and click on the "Report Message" option on the ribbon (toolbar). Select a folder and the message will automatically be removed from your inbox.

      report message screen shot

    • I know my username and password, why am I getting an authentication error when I try to access my portal, Canvas, or Adobe Enterprise? 

      If you know your login credentials to these applications and are getting errors, please be patient. Click the sign-in button ONE time and wait for your application to load. If clicked multiple times, especially on mobile devices, you will trigger an authentication error to appear. 

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