STUDENT SERVICES
M assasoit Communit y College • The appropriate OIT staff person will respond to the problem. • If the user is not present, an email to the user will indicate what work was or was not performed. • When a request is closed, the user will receive confirmation via email. Standard Support Policy All new hardware and software purchasing must be planned and coordinated with OIT. Faculty and staff should anticipate needs and request equipment from their department heads and division deans. Color cartridges are not supplied by OIT for printers even if purchased with College funds. Personal or home equipment is not supported even if the owner is a full-time employee of the College. Laptops purchased by the College for home or out-of- office use are an exception. Technical staff supports approved desktops, laptops, and licensed software. Specifics can be found in the Service Level Agreement. Support for other college services and equipment is provided as follows: • Audio visual equipment, including data projectors. This is handled by the Media department and requests should be routed through the Media Request lines in Brockton and Canton.
• INFORMATION TECHNOLOGY
• Installation of data lines for Internet connectivity or other network services. OIT coordinates the installation work which is done by a third party vendor and thus must be scheduled. • Telephone services. For all problems and requests related to your telephone services, contact the operator.
Upgrades or Updates • Users must be present when a technician performs this work. A time when the user and the technician are available will be scheduled through the Help Desk. This is to ensure that the system or software is properly tested by the user and that the system is fully functioning at the completion of the work. • If the user is not available at the scheduled time, he or she will be asked to reschedule another time through the Help Desk. Users should notify the Help Desk as soon as possible if they are not able to keep this scheduled appointment.
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Internet Use and Virus and Pop-up Protection If a machine is infested with Internet pop-ups or viruses that render the equipment unusable, OIT staff will take the following steps: • On the first visit to correct the problem, a technician will verify that appropriate user privileges are set and install software to detect and remove data mining, aggressive advertising, browser hijackers, and other troublesome software. • If the problem reoccurs with the same system, a technician will the take necessary action to make it impossible to accidentally disable a machine with a download or unsupervised installation of software. Network Accounts Accounts on the campus network are provided for all current faculty and staff. Student accounts are provided for all current students. Students should be aware that it is their responsibility to back up their files onto portable media or their Google account because storage is not provided by the College. Email Accounts Massasoit email accounts are provided for all faculty, staff, and students. Adjunct faculty should request an email account through the dean and access email with the Outlook browser interface (OWA). Full-time staff and faculty members will have one profile for email. If they need to access their email from a second machine, this will be done via the Internet. Student email is provided through the “MyMassasoit” web portal within Google Apps. Faculty should note that they will also have a second Google Apps account. Public Folders Public Folders are created by OIT for faculty or staff documents to be shared. Users must specify the folder name, any subfolders that will be needed, and who will need authoring access to the folder by contacting the Help Desk via email or by calling ext 1139. The email administrator will retain ownership of all Public Folders. Folders will be reviewed periodically by the administrator for currency, and those that are not maintained may be removed after notification of the folder author(s).