News from the ITS Help Desk - June 2025

Help Desk 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 Library will be closed for extended periods during the Summer break. Please ring the doorbell to the left of the library door and/or call ahead for support so that we may let you into the Help Desk when needed. 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.

Important Updates and Notices

New Knowledge Base Articles Added:
Article - Application Policy - The ITS Department at Hancock College is implementing Microsoft Attack Surface Reduction (ASR) policies during Summer 2025 to enhance the security of district computers and protect institutional data from malicious threats.

VPN Access Update:
*VPN access requirements will be changing over the next year. Please keep an eye out for communications regarding this policy from IT Director Dr. Andy Specht.

Notice: Student Checkout Devices – EAP-TLS Wi-Fi Update

All student checkout ChromeOS devices have now been migrated to use EAP-TLS (certificate-based Wi-Fi authentication).

🔐 What This Means:

  • Devices will now automatically connect to the Allan_Hancock_College Wi-Fi SSID.

  • Students no longer need to sign in manually on AHC-owned Chromebooks with a username and password.

  • Wi-Fi access is managed through a secure certificate issued to each device.

🛠️ If a Student Device Cannot Connect:

If a managed Chromebook:

  • Cannot connect to Allan_Hancock_College Wi-Fi

  • Shows grayed-out login fields or a message indicating a required certificate

Then:

  1. Have the student connect to a personal hotspot or home Wi-Fi for approximately 5–10 minutes to allow the certificate to download.

  2. If the device still does not connect afterward, direct the student to return the device to the library to receive a replacement.

🖥️ Windows Devices:

Migration of student Windows devices to the EAP-TLS Wi-Fi method is currently in progress. Additional updates will be provided as the rollout continues.

Essential Articles and Ticket Requests

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 Tuesday, 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.
    • Update: LVC's network upgrade has been rescheduled to 7/11/25 while Comcast prepares their equipment.

🧠 Skill Up With AI: Learn Technology Skills - Faster

Whether you're just starting out or looking to sharpen your existing tech skills, today's tools make it easier than ever to level up—quickly and on your own terms. You don’t need formal classes or dense textbooks. With AI assistants, video tutorials, and on-demand learning platforms, you can build real-world computer knowledge one smart question at a time.

🔍 Learn to Search Like a Pro

Improving your computer literacy doesn’t require memorizing everything—it requires learning how to find and use the right shortcuts and workflows.

  • Need a faster way to work with documents or spreadsheets? Ask: "What are five time-saving Excel formulas every office worker should know?"

  • Overwhelmed with file clutter? Ask: "How can I organize my computer files automatically and keep things clean going forward?"

These small improvements add up to real confidence and daily time savings.

🤖 AI as a Personal Tech Coach

Tools like ChatGPT, Microsoft Copilot, and Google Gemini aren’t just answering machines—they’re personalized learning coaches.

You can ask them to:

  • Explain complex topics like you’re new to the subject.

  • Walk you through tasks in apps you use every day.

  • Spot errors in your reasoning and suggest clearer alternatives.

💡 Pro tip: After your AI gives you an answer, follow up with:

“How could I have asked this question better to get here faster?”

This helps you refine your prompting skills, which are becoming a valuable 21st-century literacy.

You can even email helpful answers to yourself for later reference—especially for tasks you won’t repeat often (like setting up email filters or adjusting Windows settings).

🎥 Learn Visually on YouTube

Still stuck? Type the issue into YouTube and watch a walk-through.

Try:

  • “Windows 11 folder organization tutorial”

  • “Beginner Excel tips 2025”

  • “How to use Gmail efficiently for work”

⚡ Time-saver: Use playback speed controls and skip to chapters in longer tutorials.

📚 Level Up with LinkedIn Learning

Allan Hancock College employees may have free access to LinkedIn Learning, which offers structured video courses on:

  • Microsoft Office basics and power-user tricks

  • Project management and time-saving workflows

  • Tech support, file sharing, cybersecurity, and more

These are self-paced, and you can revisit lessons anytime.

📖 Don’t Forget the Knowledge Base

Before you dive into the web, check your internal resources! The AHC ITS Knowledge Base at ithelp.hancockcollege.edu is packed with step-by-step guides, forms, and troubleshooting tips—curated specifically for our college’s systems and software.

You might find the exact answer you need without ever leaving campus.

✉️ Save What Works

Every time you learn something new that might help again later:

  • Email yourself a quick note or copy of the prompt and answer.

  • Label it something you’ll recognize later (like “Excel formula help” or “Teams call setup”).

  • Consider building a “personal how-to archive” in Google Docs, OneNote, or your inbox.

This turns occasional learning into a growing knowledge bank.

🧠 Practice = Power

Finally, use what you learn. Apply one new trick or shortcut each week:

  • Use keyboard shortcuts like CTRL + Z (undo) and ALT + Tab (switch apps).

  • Try a new AI tool to summarize a document or check your writing.

  • Automate a small workflow with help from a tutorial or AI assistant.

The more you practice, the more natural it feels—and the more confident you become.

🚀 Final Word

Computer literacy is no longer about knowing everything—it’s about knowing how to find, apply, and adapt the tools at your fingertips. AI, video guides, and microlearning are your shortcut to digital fluency.

Start with something you care about. Ask smart questions. Save what works. And watch your skills grow—one small win at a time.

May 2025 Ticket Summary

Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)

  • March: 431
  • April: 474
  • May: 439

Location-less Tickets

307 tickets had no location specified.

Lompoc Valley Campus (LVC) Tickets

14 tickets originated from the Lompoc Valley Campus.

Top 5 Forms Used at LVC:

  1. Incident Form: 4
  2. Classroom/Cart Maintenance Request: 3
  3. Install Something: 3
  4. Something Broke: 2
  5. Surplus Pick Up: 1

5 Most Common Request Locations:

  1. LVC 1: 5
  2. LVC 2: 4
  3. LVC 5: 3
  4. LVC 3: 2
     

Santa Maria Valley Campus (SM) Tickets

115 tickets originated from the Santa Maria Valley Campus.

Top 5 Forms Used at SM Campus:

  1. Something Broke: 57
  2. Install Something: 29
  3. Audio/Visual Event Request: 8
  4. VOIP Telephone Request: 7
  5. Surplus Pick Up: 4

5 Most Common Request Locations:

  1. Building A: 23
  2. Building M: 18
  3. Building B: 16
  4. Building L: 10
  5. Building S: 9
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