News from the ITS Help Desk: December 2023

Date: 12/15/2023

Dear Allan Hancock College Community,

We would like to extend our gratitude to those who responded to our survey following the last newsletter (https://forms.office.com/r/ugXienRTTR). Although we received a limited number of responses (only 5 in total), your insights are highly valuable to us. They help us gauge our services and better understand the needs of our staff. Here's what we learned from your feedback:

• OneDrive Familiarity: Despite the small sample size, there's a noticeable interest in OneDrive. We are looking into expanding our information on this software.
• Paper Document Storage: The responses showed a mix of approaches to paper document storage, with a trend towards digitization. We encourage the exploration of digital options, keeping in mind our environmental impact.
• Legal/Long-Term Storage Guidelines: Adherence to legal and long-term storage guidelines was highlighted. When in doubt, please direct any questions about document storage guidelines to your departmental manager/dean.
• Microsoft Teams Usage: Microsoft Teams appears to be a favored tool for collaboration. As always, the ITS Help Desk is ready to assist with any queries regarding its use.

Updates to ithelp.hancockcollege.edu

The ITS Help Desk website, IThelp.hancockcollege.edu, has undergone significant updates to better serve the Allan Hancock College community. Here’s what’s new:

• New Articles:

  • "Updating Personal Information for Password Resets at Allan Hancock College": A step-by-step guide to ensure your personal details are current. Read More
  • "Guidelines for Success - Working Remotely": Essential tips and best practices for efficient remote work. Read More
  • "Introduction to Complete Computing Solutions": An overview of complete solutions for working a hybrid/remote work arrangement at AHC. Read More
  • "Utilizing Microsoft's Company Portal at Allan Hancock College": Learn more about accessing approved software. Read More
  • "Data Security: Data Classifications": Information on data classification and security best practices. Read More
  • "The NEW Microsoft Teams: Features and Tips": Discover what's new in Microsoft Teams and how to use it effectively. Read More

• Updated Article:

  • "How to Map a Network Drive": This updated article provides instructions for both Windows and MacOS. Read More

• Layout Changes:

  • We've redesigned the website layout to prioritize information on sign-in issues, especially helpful at the start of the term, for easier and quicker access.

We're committed to continually enhancing our digital resources to support your educational and professional needs at Allan Hancock College.

Updates from Technology Council and Committees

Technology Council

• Town Hall Meeting 11/15/23: Technology Council had 40 attendees at the Town Hall Meeting who provided valuable feedback. Technology Council is in the process of reviewing notes from discussions and breakout rooms.
• Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 p.m.

Educational Technology Advisory Committee (EdTAC)

• Update: Xavier Ortiz presented technology solutions provided by trusted vendors to improve and standardize classroom instruction. Solutions included wireless display technology, improved classroom cameras, and microphone solutions. EdTAC is currently working to confirm a classroom to be used to test this and other equipment as a modern standard is developed to address the Technology Master Plan.
• Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 p.m.

Banner Committee

• Updates: A Banner upgrade was communicated on 12/6/23 for 12/8/23 and successfully implemented.
• Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 a.m.

Web Services Committee

• Updates: Web Services met and set goals to improve dashboard customization for the MyHancock Portal; make shortcuts easier to create; communicate deadlines through the portal; create a notification widget; speed up the student provisioning process; and to add a degree audit tool or widget.
• Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.

Library Device Updates

We're excited to share some significant enhancements in our library technology resources:

• SM Library Chromeboxes Deployment:

  • The SM Library has introduced Chromeboxes for student use, located in the central section of the library. These devices offer a streamlined, secure, and user-friendly computing experience.
  • Student Sign-In: Students can sign in with their own credentials, ensuring a personalized and secure session every time.
  • About Chromeboxes: Chromeboxes are compact, fast, and efficient, making them ideal for educational purposes. They offer a range of applications and cloud-based storage, aligning with our digital-first approach. Check out the product page.
  • Post-Winter Break Availability: We invite staff, faculty, and students to utilize these Chromeboxes following the Winter Break. They are a fantastic resource for research, collaboration, and personal study.

• Part-Time Faculty Device Loans:

  • To better support our part-time faculty, we encourage them to visit the ITS Help Desk, located in the library on the Santa Maria campus, for device loans.
  • Note: Instead of checking out student-use laptops from the Library, part-time faculty should utilize this dedicated service for their professional needs.

These updates are part of our ongoing efforts to enhance the technological resources available to our college community. We believe these changes will significantly contribute to a more effective and seamless learning and teaching experience at Allan Hancock College.

3 Month Ticketing Report Summary

In our commitment to transparency and continuous improvement, we're sharing a summary of the ITS ticketing activity over the past three months.

Based on all ticket types received by ITS Departments including Service Requests and Problems:

Based only on Problem-type tickets:

• Ticket Trends (September - November):

  • Volume and Types: We observed a steady number of tickets, with a notable increase in queries related to network connectivity and software installation.
  • Location-Based Insights: The majority of the issues were reported from the main campus, with a significant number coming from the library and administrative offices.

• Key Observations:

  • Peak Times: There was a spike in ticket submissions at the beginning of the term, which aligns with typical patterns of increased tech support needs during these periods.
  • Common Issues: Network access and software functionality were the most common issues, indicating areas where we might need to focus our future support and training efforts.

This overview helps us identify areas for improvement and guides our efforts in enhancing IT support services. We appreciate your cooperation in reporting issues promptly, allowing us to address them effectively.