Account Access Setup

Moodle

New staff members can go through the helpdesk training if they are new to the department and to the Carleton helpdesk processes. IN order to do this add them to th

Add to ITS Helpdesk Course as a student, then add to the following groups:

Term 1 CarlTech
Year 1 CarlTech
On-Campus CarlTechs
**After scheduling, divide across Review Groups A, B and C based on overlap with primaries
**Assign to an SAS Mentoring group

Email Lists

Phones

Sign into the correct Cisco
Find the staff member's account by searching First or Last name
User Management
- (User Information) Add Name Dialing: type in LastFirst in the name dialing field
- (Service Settings) check boxes: check the box for "Home Cluster", then for "Enable User for Unified CM IM and Presence..."
- You'll have to come back and check other settings later for controlled devices and controlled profiles
- (Mobility Information) check boxes: check the box for "Enable Mobility"
Device Profile
- Add New
- Cisco 8945 (Maybe Cisco 8851 now?), YES SCCP
- Device Profile Name: usernameEM
- Description: First Last Extension Mobility
- User Hold MOH Audio Source: 2-Morning Coffee
- Phone Button Template: Agent Phones
- Softkey Template: Standard Feature
- Save
- On Left: click on "Line [1] – Add a new DN"
  - Directory Number Information
    - Directory Number: Add directory number, wait for refresh
    - Route Partition: Internal_PT, wait for refresh
    - Description: First Last - ITS
    - Alerting Name: First Last
    - ASCII Alerting Name: First Last
  - Directory URIs
    - Not sure about this part, but add email address to URI?
  - Line 1 on Device usernameEM
    - Display (Caller ID): First Last
    - ASCII Display (Caller ID): First Last
    - External Phone Number Mask: 507222XXXX
    - Recording Media Source: Phone Preferred (even though Recording is Disabled)
    - Monitoring Calling Search Space: Carleton_CCX_CSS
  - Forwarded Call INformation Display on Device usernameEM
    - Check Caller Name
    - Check Dialed Number
Follow the instructions for converting a graduated student's account, here: https://wiki.carleton.edu/x/aQdJAQ
Update the CarlTech Phone Info sheet: https://docs.google.com/a/carleton.edu/spreadsheets/d/1AjQ1YfnZeJ_AdBdkyUVvI1m3OCihj9yRPqJjEsINhAE/edit?usp=sharing

WebCheckout

Add the operator
- In the Admin Tab of WCO, click "Add Operator" at the bottom of the list
- Search for the user
- Add and assign "Window Worker" role
In the "Authorized Checkout Centers" section, check the box next to ITSHelpDesk and click the "Set Authorized Centers" button
Set PIN to match phone PIN then click "Set PIN"

Web Help Desk

If adding only one or two techs, add individually:

Add Tech:
- First Name
- Last Name
- Username
- CHECK the LDAP box
- Password boxes disappear
- Email
- Account Type: Tech (unless admin role is needed)
- Tech Permissions Appears: ITS Helpdesk - Staff
- Supervisor: Austin Robinson-Coolidge
- Email when: check first three boxes
- SAVE and ignore warning
Configure Tech Groups:
- On the page for the tech you added, go to the Tech Group Tab and add
  - ITS Helpdesk Level 1
- Go to the Location Group Tab and add
  - Carleton College
- Click Done, ignore the error messages

If adding multiple techs (ex: Fall Term)

Do the add the tech process above for all techs
Go to Tech Groups in the left and adjust settings for the Level 1 ITS Helpdesk group en mass
Go to Locations and assign techs en mass

Invite to Humanity (ShiftPlanning)

You can add individually or using the import feature to add First Name, Last Name, Email and Start Date
You have to send the invitation and they have to accept it, the password is separate from Carleton passwords

CarlTech Folder in Drive

Location: ITS Helpdesk > CarlTech Stuff > Individual Files
Move graduated or archival CarlTech folders into the *Archive Folder
Create a folder for each student in the format: YY - LastName, FirstName (Legal First)
Ex: 19 Druskin, Eva (Synneva)

K1000 configuration

AFTER techs have signed in, we need to configure their accounts in the KBOX

Find the techs who should be in the group CarletonITSStudent
Click their username, not their email
In the Name field type their First and Last name followed by (works for Helpdesk)
Add label ITSSoftwareInstallers

First Term Mission Packet

Print a copy of the following document and provide to the CarlTech - it will be stored in their SAS mentoring group folder in the cabinets
https://docs.google.com/a/carleton.edu/document/d/1asAtON9x2MZMZfkBUNcKYUM5pD3rEjFoiry_mj-8PwM/edit?usp=sharing

Pre-Term Communications

Welcome email <TIME BEFORE START OF TERM> including Scheduling Meeting Details

Pre-Term Training

Email handbook out <TIME BEFORE START OF TERM>
Handbook Quiz on Moodle by Sunday Training

1st Shift

KBOX: have techs sign into the k1000.carleton.edu
- Update their account to have the ITSSoftwareInstaller Label
- Update their name to include that they work for the helpdesk
Print and provide the 1st Term Mission List

New Helpdesk Staff Onboarding Process