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Key Tracking

Posted By Scott Tiner 04-01-2024 08:49:47 AM
Found In Egroup: IT Support Services \ view thread

Hi We are trying to solve an issue of keys (particularly master keys) going missing and getting lost. We have had some discussion about using Tiles, or possibly AirTags on the master keys that we assign to people. I understand there are a number of privacy issues surrounding this, and we are working ...

RE: Recommended Remote software for desktop support

Posted By Scott Tiner 03-13-2024 08:52:25 AM
Found In Egroup: IT Support Services \ view thread

We use Bomgar and have for years. The support team loves it. ST

RE: Staff/Faculty Print(er) Management

Posted By Scott Tiner 03-06-2024 03:48:23 PM
Found In Egroup: IT Support Services \ view thread

Hi Rick I don't have as many printers as you (we have ~165) but we switched to PaperCut a couple of years ago and it was very smooth. There is very little maintenance to the software (maybe 2-3 hours a month). We also use follow me printing which has been a huge reduction in calls to the helpdesk, because ...

RE: Who's using Intune - share some wisdom?

Posted By Scott Tiner 10-05-2023 06:45:03 AM
Found In Egroup: IT Support Services \ view thread

Hi Everyone We are working through similar issues at Bates. We are currently a hybrid model, mostly to allow our faculty/staff computers to use Windows Update for Business. Sales Pitch: If you are in the northeast and working through similar problems, NERCOMP is holding a one day session on this exact ...

RE: Hardware Damaged by Negligence

Posted By Scott Tiner 09-11-2023 10:49:08 AM
Found In Egroup: IT Support Services \ view thread

We pretty much go by the thinking that damage to a laptop is the cost of doing business. If someone is a multiple time offender, and it is very clear abuse, then we will mention it to the supervisor.

RE: Compromised Account Procedures

Posted By Scott Tiner 08-24-2023 07:34:06 AM
Found In Egroup: IT Support Services \ view thread

Hello We have a set process for compromised accounts.1. Disable the user2. Log the account off any system it is connected to3. Contact the user and get details.4. Have them change their password Our entire team is aware that any of them have the authority to perform those three steps. We would rather ...

RE: Secured Workstations

Posted By Scott Tiner 04-19-2023 08:30:20 AM
Found In Egroup: IT Support Services \ view thread

Hi Jim Happy to show you what the BeyondTrust product does. It is called DefendPoint. In a nutshell, it takes over the Windows UAC. So, anytime an admin request is made to the machine, DefendPoint responds instead of the Windows UAC. There are a number of options you can make from there. You can allow ...

RE: Maintenance Windows

Posted By Scott Tiner 03-24-2023 08:10:34 AM
Found In Egroup: IT Service Management \ view thread

Hi Jim We have a maintenance window every Wednesday from 4:30-6:30 AM. The staff at the college have become used to this and know that this is when systems will likely be down. Mostly this is for the patching of servers, but occasionally they will update firmware on devices during this time if they ...

RE: Help Desk systems: Team Dynamix and Freshservice experience

Posted By Scott Tiner 03-22-2023 02:57:18 PM
Found In Egroup: Small Colleges \ view thread

Hi Bates implemented TDX 18 months ago. Their onboarding and implementation processes are incredible. Happy to talk about it.

RE: Solutions for Work Schedule Calendar for Service Desk Team

Posted By Scott Tiner 02-02-2023 08:33:56 AM
Found In Egroup: IT Support Services \ view thread

Hi Jason Not sure that this exactly solves your issues, but we are using Bookings from Microsoft (Part of A3 license). IT SUPPORT SERVICES (this group) had a webinar on this tool a few years back, with great attendance. I imagine many people on this forum are also using Bookings and could help you ...

RE: Seeking Advice for MFA Rollout Communications

Posted By Scott Tiner 01-30-2023 08:11:39 AM
Found In Egroup: IT Support Services \ view thread

Hi Jennifer We did this with our faculty/staff about three years ago and with our students last spring. As others have said, communication is key. Communicate often and early. We went to staff meetings, departmental meetings, President Council meetings, faculty meetings, etc. The other thing we did ...

RE: Onboarding/Offboarding faculty - How do you handle transfer of email?

Posted By Scott Tiner 01-18-2023 08:29:10 AM
Found In Egroup: IT Support Services \ view thread

We have never had the request for incoming faculty to import mail into the system. I do not think we would be able to honor that request. For departing faculty (only faculty) we do allow them to use google takeout. Since the IP is the faculty's they have a right to take that with them. Takeout is simply ...

RE: Asset Management Software

Posted By Scott Tiner 12-09-2022 07:43:01 AM
Found In Egroup: IT Support Services \ view thread

Hello This sounds like a great topic for a one hour show and tell. Is anyone (multiple people) interested in taking part? I can envision a few different schools demonstrating their solution for 10 minutes and taking 5-10 minutes of questions. Contact me directly if you are interested, and I can make ...

RE: Local Admin Rights -- what has changed?

Posted By Scott Tiner 06-16-2022 08:53:41 AM
Found In Egroup: IT Support Services \ view thread

At Bates, we have implemented a software tool call DefendPoint, from BeyondTrust. It works with PC and Mac, but better with PC. It allows us to completely remove admin rights, and give people individual permission to run specific apps or tools. It also has some very good reporting tools. ---------- ...

Licensing Servers

Posted By Scott Tiner 06-06-2022 01:18:23 PM
Found In Egroup: IT Support Services \ view thread

Hello We have four different license servers at Bates, for the different applications we run. From what I am told, this is because different applications may require different versions of the license manager software. For example, ArcGIS may use FlexLM 11. 3 and AutoCAD may use 12.2 (just an example). ...

RE: WSUS Server

Posted By Scott Tiner 04-29-2022 10:51:17 AM
Found In Egroup: IT Support Services \ view thread

Hi James I hate to be the person who ignores a very clear question, but I wonder why you won't be able to use Intune for another year. You should be able to set up co-management in as much time as it would take you to build a new WSUS server. Updates through Windows Updates for Business in Intune are ...

RE: Grant purchases and IT support

Posted By Scott Tiner 04-05-2022 06:19:06 AM
Found In Egroup: IT Support Services \ view thread

Hey Jon Great questions. We do require all technology purchases to come through the IT offices. We require extended warranties, etc. if they are offered. We support the devices like any other device. Once they are out of warranty the department that owns the devices has to pay for any repairs. We do ...

RE: Solution(s) to temporarily grant admin access to a user on an endpoint computer

Posted By Scott Tiner 02-25-2022 07:25:05 AM
Found In Egroup: IT Support Services \ view thread

Hi We have been using DefendPoint from BeyondTrust software. They have a robust application, with the ability to have very detailed rules. You can also do a ton of reporting, flexible workstyles depending on user type, and they have a Mac and PC version. ST

2FA for Students

Posted By Scott Tiner 01-17-2022 04:30:57 PM
Found In Egroup: IT Support Services \ view thread

Wondering if anyone on the list has experience with rolling out 2FA to students. We have had it with staff for about 2 years, and are now getting ready to implement with students. Looking for any thoughts on rollout plans, "gotcha's", and particularly the level of support needed at your service desk ...

Workshops for the spring?

Posted By Scott Tiner 10-29-2021 08:27:41 AM
Found In Egroup: IT Support Services \ view thread

Hello All I hope that those of you who were able to attend EduCause in person this week had a great time. I am working with my regional group (NERCOMP) to put together proposals for IT and AV support services workshops this spring. I know that this group is a fountain of experience and knowledge. ...

Scott Tiner

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