IT Handbook. Contents

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IT Handbook

The IT team has provided some resources for you to help you in your job. Please use these tools to help our department help you with any issues that you may be having with your computer.

Some of these tools are a helpdesk ticketing system, access to mail that is quarantined by our Spam service, access to our VPN and a print ordering system.

Helpdesk

The THINK Helpdesk is a website IT has created so that you can submit a ticket for help with any technical problems you may be having e.g. if your laptop or tablet is no longer receiving email.

To submit a ticket

Open any web browser and type in https://helpdesk.thinktogether.org

Once the page loads you will have a place to enter your username and password. It is the same as the username and password for your email or computer

The first time that you log in, it will ask you for some information and a picture.

Please fill out the entire section as it helps IT identify and help you.

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Once you have entered in your data, you are ready to create a ticket!

Fill out the Summary and Description for the problem and click submit request

Once you submit a ticket, IT will respond. You will get email notifications with the responses and respond in kind by logging back in and clicking on the open ticket.

Once the ticket is open, you can view all of the comments, add new ones and add attachments.

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Three other resources are also available through this Helpdesk Portal including Frequently Asked Questions, a list of important contacts and a link to the suggestion box.

Quarantined Email

At THINK Together we have an email spam filtering service that will block certain types of email from going into your email inbox. This service sends a daily email if you have any email that were blocked showing what emails were blocked. Here are the directions to access those email and release them into your inbox if one of the emails that was blocked is something that you would like to receive.

Using Quarantine to release email

When you get the email telling you that you have messages in Quarantine, follow the steps below to release them:

1. Press the click HERE button

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2. Once you have clicked that link, the website will ask you for your credentials. These are the same as what you use to log in to your email!

3. Once you have entered your credentials, you will go to a page that looks like the one below. You can either enter criteria to search for specific emails or you can just click search to see all of your quarantined emails.

4. Once you see your email, CLICK THE CHECKBOX next to the email and then click

the APPROVE button. If you do not want the other emails, please DELETE them

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If the email is from a sender that you would always like to receive mail from, you can also “whitelist” the email.

Whitelisting Quarantined email senders

When you are approving your quarantined items, you can put the sender on the “Whitelist” so future emails from that sender will not be held in quarantine anymore.

1. Click on the subject hyperlink in the Quarantine interface.

2. Then click the Whitelist and approve button.

3. Then click the OK button. Future emails from that sender will be allowed

PLEASE use this with caution as the sender will not be blocked for any reason after being whitelisted!

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Wireless

At THINK Together we have wireless at all of the hub offices. This wireless does not require a password like most home based wireless networks. It operates by using the username and password that you use when you log into your computer normally. The wireless will not work with a computer that is not issued by THINK Together. When you log into a computer that has wireless like a

laptop, a small icon located in the lower right hand corner of your monitor will show that it is connecting:

Once it’s connected, you will get this message indicating that your computer has been successfully connected to the wireless.

If you see any other type of icon for your wireless in the system tray such as:

Submit a ticket to the helpdesk so that the software can be removed and your laptop will be able to connect to the wireless.

Equitrac – ( Printing)

When you print to the black and white printer, it will be held in a queue for all of the Xerox 5790 printers. You will be able to pick up the print job from any 5790 (B&W) printer in the company When you print to the color printer, it will be held in a queue for all of the Xerox 7556 Color printers in the organization. You will be able to pick up the print job from any 7556 (Color) printer in the company!

NOTE: These print jobs will expire after 24 hours.

You will need your THINK ID Badge to retrieve your print jobs from any of these printers

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Registering your THINK ID Badge:

Hold your card for 2 seconds over the card reader hooked to a Xerox printer

It will ask you to register your card’s Pin with your Active Directory (Email) Credentials.

Press the Yes button to register.

Type in your username just like you do to log into your computer. Then hit enter

The next screen will ask for your password, type that in as you would normally. Again, hit enter

.

Now you are registered! You will never have to do this again (There is a $20 charge to replace a lost card)

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Once registered, you can print your document on the 5790’s by pressing the “Services Home”

button

Then press the “Custom Services” button

Then the “Release Documents” button

Select the document you would like to print

Finally, press the “Print” button

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On the 7556 Color printer, hold your card over the reader to log in.

Press the release documents button.

Here, you will see what you have printed. Select the document(s) you want to print and press the print button.

There are other buttons on the screen where you can print the job and save it to print again, select all the documents you would like to print, change the quantity you would like to print or delete your print jobs.

Once you have printed your

documents, you can either hold your card over the card reader again to log out, or press the log out button.

One Last Note: Site Coordinators will not have to bring in paper into the Hubs anymore!

7556 Color Copies and Prints= 10¢ per page

5790 Black and White Copies and Prints= 1.5¢ per page Production = > .5 ¢ per page B&W

2 ¢ per page for color

This new system tracks how much you print so that we can allocate costs back to your proper department.

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Thinkmart ‐

https://thinkmart.thinktogether.org Log In to THINKmart Website

Home Page

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My Profile Page

Placing an Order

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Select Type of Items in Order

Select

Type of Forms to Order

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IT Handbook Page 14 of 28 Select Number of

Items and Add to Cart

Continue Shopping or Checkout

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Verify items in your shopping cart

Item Preview View

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To Cancel an Order

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Finalize Order Details and Place Order

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Email Generated

when Order is placed

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Check on Order Status from Home Page

Order Status

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If order is “Rejected”, you will receive this email

After you log on to THINKmart, your home page will show pending “Rejections”

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Select Rejected Order from List to Modify

Modify Rejected Order and Place New Order

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If order is “Approved”, you will receive this email

For QACs, with new “Approval Process”, you will receive this email

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After you log on to THINKmart, your home page will show pending “Approvals”

Select Order from List to Review

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Reviewing Order Details and Approve or Reject (must include reason if Rejected)

After you log on to THINKmart, your home page will indicate “Rejections”

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VPN

If you've heard about the VPN you may be asking "What is a VPN?"

A virtual private network (VPN) is software that connects a remote computer through the Internet to a private network such as the THINK network. The VPN installers below install what is considered Remote Access VPN software. Remote‐access VPNs allow individual users to connect to a remote network, such as Site Coordinators in the field connecting to the THINK network. This means that you would be able to access everything that you are able to access while in the HUB offices from anywhere you have an internet connection. e.g. Shared drives, Outlook, Xerox printers etc.

INSTALLATION INSTRUCTIONS

Follow the steps below to install this software and use it to access company resources:

1. First you will need to download the appropriate installer file.

If you are running XP, install the 32‐bit version. (Skip to Step 2)

If you are running Vista or 7, you will need to find out if you have the 32 or 64 bit version.

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Click the windows icon

located in the lower left hand corner of your monitor > Right Click Computer > Click Properties

Once you click properties, you should get a window like the one below.

Look for the line that says System Type. This will tell you what version of the installer you need.

Below are the two installers.

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2. Download the Installer

Download the installer here https://helpdesk/portal/page/21‐think‐vpn‐installation‐guide 3. Install the software

Once you have the installer downloaded, double click to run the installer. Read all of the prompts and install the VPN.

4. Once the installer has finished an icon will pop‐up on your desktop that looks like this:

Please wait about 2 minutes for the driver to finish updating or you will get an error message "Failed to load IPsec Driver"

5 Run the software

Double Click the icon to enable the VPN. It will ask for your THINK Credentials which are the same as your username and password you use to log into your email. If you check the box that says remember my username and password, you won't have to enter them again in the future.

6. Once you see the bubble that says VPN Connection Established, you are connected to the THINK network and are able to use your computer as if it were connected to the network at one of the HUB offices.

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7. Disable the software

When you are done using the VPN, please disable it. To do this, you can right click or double click the S icon then click on disable.

OR

Exchange

For email when you are off‐site or Outlook is not working, there is a web based email service at httpps://exch.thinktogether.org. You should use Internet Explorer to access this since any other browser will put you into outlook web access light. You use the same username and password that you use to log into your computer to access this resource.

Once you are in the webmail service, it operates just like normal outlook with the exception of shared calendars.