Help Desk Holiday Hours and Location
The ITS Help Desk is located in the Library on the Santa Maria campus and offers in-person support from Monday to Thursday, 8:00 AM to 4:30 PM, and Fridays from 8:00 AM to 4:00 PM. The Help Desk will be closed from December 18th through January 2nd. If issues arise, please submit tickets via ithelp.hancockcollege.edu or by emailing ithelp@hancockcollege.edu to automatically generate a ticket request based on email. Please do not email individuals directly; If that individual is on vacation or otherwise unavailable, your email may be missed until their return.
Essential Articles and Ticket Requests
Winter Updates
On December 18th, ITS decommissioned Hancock College's bridge server, which previously supported RDP access to campus workstations. All RDP sessions now require users to connect via the Virtual Private Network (VPN), with access limited to campus-provided laptops. This transition enhances the security of remote access systems.
ITS implemented several new security measures centered around Microsoft products, including Office, email, and Teams. These updates include:
- Enrollment of all district computers into Microsoft's Intune management system.
- Launch of the Company Portal as a hub for approved applications.
- Data classification implementation.
- Advanced email filtering for enhanced protection.
- Restrictions on applications connecting to Teams.
Information Security - Allan Hancock College
End-of-Term Student Device Maintenance
As part of our ongoing commitment to providing secure and updated technology for students, ITS is requesting that all student checkout devices be returned to the library Help Desk at the end of the term for maintenance.
Our maintenance process ensures that all devices are:
- Thoroughly cleaned to remove unnecessary data and restore optimal performance.
- Restored and updated with the latest software patches and security configurations where possible.
Keeping devices up to date is essential for maintaining their security and usability. Regular updates:
- Protect against vulnerabilities: Security patches close potential loopholes that could be exploited by malware or unauthorized access.
- Ensure compatibility: Updates provide access to the latest features and software, improving usability for students.
- Support institutional safety: Properly maintained devices reduce the risk of spreading security threats to the network or other devices.
Returning devices for maintenance helps ITS safeguard both the users and the college network, enabling a seamless and secure experience for students. Thank you for supporting this initiative!
Updates from Technology Council and Committees
- Web Services Committee
- Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
- No Update
- Educational Technology Advisory Committee (EdTAC)
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- No Update
- Banner Committee
- Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
- No Update
- Technology Council
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- No Update
October 2024 Ticket Summary
Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)
- September: 593
- October: 567
- November: 409
Location-less Tickets
255 tickets had no location specified.
Most Common Location-less Forms:
- Computer Help (for ithelp@hancockcollege.edu): 64
- I Can't Sign In: 43
- New Banner User or Banner Security Update: 26
- Request Computers and Equipment: 22
- Problem Form: 14
Lompoc Valley Campus (LVC) Tickets
13 tickets originated from the Lompoc Valley Campus.
Top 5 Buildings Reporting Tickets at LVC:
- LVC 2: 5
- LVC 1: 4
- LVC 5: 2
- LVC 3: 2
(Only four unique buildings reported tickets.)
Top 5 Forms Used at LVC:
- Something Broke (iPaaS): 8
- Install Something: 3
- Problem Form: 1
- Audio/Visal Event Request (New): 1
(Only four unique ticket types used.)
Santa Maria Valley Campus (SM) Tickets
139 tickets originated from the Santa Maria Valley Campus.
Top 5 Locations Reporting Tickets:
- Building A: 31
- Building B: 22
- Building M: 17
- Building O: 11
- Building L: 8
Top 5 Forms Used at SM Campus:
- Something Broke (iPaaS): 86
- Install Something: 26
- Audio/Visual Event Request (New): 10
- VOIP Telephone Request: 9
- Service Request: 3