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Help-Desk

Welcome to the IT FAQ support page. These are some of the most common questions we get and how to's to help you with some frequent tasks. To submit tickets please click here.

If you have an urgent matter, please speak to your supervisor who can contact the IT team after hours. 

 

What is a ticket 

A ticket (also sometimes referred to as a case) is a term used to describe a specific request, issue, or complaint. Tickets are better than an email or teams message because they can go to multiple people at the same time, and progress is tracked on the backend to ensure completion. Tickets are also archived and tracked for statistical purposes. 

 

When you submit a ticket, it automatically emails the IT team or facilities team. 

How to choose ticket categories 

Choose from the three categories of tickets on the tickets home page. 

Facilities Support- for all facilities related issues including plumbing, electrical, mechanical, HVAC, pestcontrol etc. 

IT/Technology Support- for all computer, network, wifi, printers, and other technical problems and requests. 

Website Support- for all change requests on the website. (Does not inlcude social media or e-mail marketing)

How to submit ticket 

Include as much information as possible to assist with the timely resolution of your request. 

Please provide Computer name, time of issue, patron ID, any URLs related to issue,  browser used, error messages and any other informaiton that is relevent to the issue/ problem. 

For website requests include page to be edited, a link to any attachements or larger text to be uploaded. 

 

Microsoft 365

How to reset Office 365/ PC password 

To reset your password for your Office 365 account and PC log into your computer using your account and old password. Press Ctrl-Alt-Del, and click on  Change Password. Enter new password and your password is updated. It may take up to 10 minutes for your password to update online accounts. 

What is Office 365/Microsoft 365? 

It is a cloud-based service which includes access to Office applications plus other productivity tools that are enabled over the internet through cloud services. Library data will be stored off site , at data centers owned and managed by Microsoft's strong security network.

Apps include Outlook, Excell, Word, PowerPoint, Sharepoint, Teams, and more.

What is Two-Step (Multi-factor) Authentication? 

Two step authentication - also known as multi-factor authentication (MFA) - is a method of confirming a user's claimed identity in which a computer user is granted access only after successfully presenting two or more pieces of evidence (or factors) to an authentication mechanism: knowledge (something the user and only the user knows), possession (something the user and only the user has), and inherence (something the user and only the user is).

Some common forms of second factors are one-time passcode (OTP) sent through SMS, voice call or from mobile app.

MFA has been widely used in online banking as one example.

Why should I use MFA? 

MFA helps defend against account takeover attacks, the most common type of cyber-attacks. Even when the attacker obtained the account password, he/she will not be able to access the data without the second factor authentication.

How to add a resource (room) calendar 

You can add a resource calendar to yours to view and if you have proper permisisons setup by IT, you can add and edit reservations and meetings for a given room. Here is a video of how to add the calendar to your outlook. 

How to add Pasport Office 1 Calendar

How to reserve a room in outlook calendar 
How to add shared calendar in outlook online 
How often am I asked for MFA? 

If you use Outlook 2016 client, OneDrive client, Skype client or Apple Mail (version 12 on macOS Mojave), you will need verify only once until changes occurred in your account, such as changing the password or logging off the client.

If you use a browser for login, you potentially need to verify every time, unless you check the box “Don’t ask again for 60 days” to postpone the next verification for 60 days.

E-Mail Phishing

What is Phishing? 

Phishing is a type of social engineering and cybersecurity attack where the attacker impersonates someone else via email or other electronic communication methods,

What are the different types of phishing? 
  • Spear Phishing- Focused on one individual. 
  • Whaling- Focus on one high profile individual (CEO, Director, Finance etc.)
  • Vishing- Voice call phishing, (calling and asking for information)
  • Email Phishing- Sending malicious links or files in emails for user to open and install dangerour software. 
How to prevent phishing 

1) Know what phshing scams look like

2) Don't click on unkown links

3) Use anti-phising add-ons to emails

4) Don't give sensitive information like passwords to unsecured sites or over the phone

5) Don't be tempted to click on pop-ups

 

 

Why do we have phishing training? 

Phishing is constantly changing as threat actors try new ways to get into computer systems. Continued education and simulation are key to keeping everyone alert to the changing malicious practices, and allows additional training to be provided for those who need it. 

 Cash Register/ STS

STS Software Login 

To log into the STS cash register software you will need to first enter your user ID "PIN", following by your unique password. Do not add any space between your pin and password. Your password is initially given to you by HR but can be updated at any time. 

General computers

How to reset PC/email account password if I forgot password 

Please contact IT. Submit a ticket or call extension 220.

How to Print from desktop 

Public Services Printer us "Childrens Office on PLD-FS01"

Sorting Room use "sorting Room on PLD-FS01"

Info desk use "Info Desk B&W onPLD-FS01"

 

How do I back up my computer? 

All computers are automacialy backed up in real time. Only Desktop, Documents, Music, Pictures, and Videos folders are backed up.  Downloads folder is NOT backed up. 

How to scan to S Drive 

Place document(s) into scanner glass or feeder tray

Press "Scanner" button on left side of printer screen

Select destination you wish to send scan file (Your first name)

Press start button to begin scanning

When all pages are scanned push pound (hashtag) button 

Open the " S: "drive on your computer and navigate to your name

Scan documents should be here as PDF'

Horizion/ Citrix

How do I log into Horizon 

Horizion requires a "Citrix" connection. This uses a seperate username and password. This will be a pld00 format user name. After you have sucessfully conected to citrix you can use your personal username and password to loginto Horizon. 

How to change Horizon Password 

Loginto Horizion using your username and password. Click on "FILE", then click on  CHANGE PASSWORD... Enter old password, and new password twice to confirm and click OK.

I fogot my Horizon password 

Supervisors and IT can reset your horizon password. If a supervisor is not able to reset for you, please submit a ticket. 

How to place a hold (from Patron's account login) 

 Public Print Release

Coin Machine Not working 

If the coin machine is not working here are some troubleshooting steps

  • Make sure there is power
  • Make sure USB cable is plugged into release station
  • Power cycle (Unplug power and plug back in)
  • Open coin machine and change change amount in tubes
  • Check for jams in coin sorter/release near top of tube machanism
  • If tubes are too full, an error can occur
Patron Mobile Printing 

Instruction on how to print using the Princh  mobile print can be found here: https://princh.com/how-to-print/ 
Feel free to share this with patrons as needed. 

Mobile Printing Troubleshooting 

Some troublehsooting FAQs can be found here. https://support.princh.com/en/troubleshoot-princh

Phones

How to setup call forwards 

If you go on vacation or leave for an extended period of time, forwarding your calls to another staff member maybe beneficial. To do this follow these instructions: 

  1. Press "Speaker"
  2. Dial 741
  3. The display will read " 1 to set or 0 to cancel." Press 1 and enter the extension number that you want to forward your number to. 
  4. Press "Speaker" to hang up (saves settings) 

To cancell call forwarding, do the following

  1. Press "Speaker"
  2. Dial 741
  3. Hit 0 to cancel
  4. Press "Speaker" to hang up (saves settings)
How to turn on Do No Disturb 

If you wish to send all calls straight to voice mail tap "DND" aka Do Not Disturb

When you see "Set DND" tap "Set" to turn on

Tap "Ext" to send only external calls to Voicemail

Tap "Icm" to send only internal calls to Voicemail

Tal "All" to send all calls to Voicemail

After turning on Do not disturb, the DND button should be iluminated red

To turn off press "DND", tap "Cncl"

Red "DND" light should turn off to confirm that DND is disabled

 

Public Computers

Sound on Public Computers 

Sound is disabled by default on public computers. Only the headphone jack is enabled for patrons to use with hardwired headsets. 

Security Threats

I think I clicked on a phishing/ malicious link. What do I do? 

If you think you have accidently clicked on a malicious link, best thing to do is alert the IT team and your supervisor of the situation immediately. If you can capture screenshots or other data that made you think it was a phshing attack, this can help IT speed up the security process. 

Next you should change your password to a new, strong password that you have not used before. 

Finally, IT will force a logout of all sessions under the account so that no threat actors can access your account. Advanced monitoring can be turned on to ensure the security of your account and data. 

I think my e-mail has been hacked 

If you think your e-mail account has been compromised, the best thing to do is alert the IT team and your supervisor of the situation imediatly. If you can capture screenshots or other data that made you think it was compromised, this can help IT speed up the security process. 

Next you should change your password to a new, strong password that you have not used before. 

Finally, IT will force a logout of all sessions under the account so that no threat actors can access your account.