Technology Helpdesk agents are relied upon to assess problems by documenting the symptoms and events of an issue in a detailed manner, as well as research and provide an immediate solution when available. If no immediate solution is available, the agents can escalate the customer issue to the appropriate IS Team and make recommendations based on the information obtained.
Please do not submit new hire requests through the TDX system, it is not currently set up for new hires, please click this link to put in new hire requests through Matrix.
Technology Helpdesk
Provide first rate customer service in addition to first level technology help desk troubleshooting.
- New Hire account creation or deactivation
- PC, MAC, Chromebook troubleshooting
Accounts
Set up initial accounts for new employees and offboarding for former employees.
- New Hire
- Offboarding
- Initial password creation
- Active Directory Membership Changes
Active Directory
Creation of new active directory accounts and removal of onboarding employees. We also place employees/students in their proper membership profiles to access systems. Please be advised that Rio Salado College is phasing out internal accounts.
- New hire
- Offboarding
- Memberships
- Password changes
Troubleshooting
Technology Helpdesk agents are relied upon to assess problems by documenting the symptoms and events of an issue in a detailed manner, as well as research and provide an immediate solution when available .If no immediate solution is available, the agents can escalate the customer issue to the appropriate IS Team and make recommendations based on the information obtained.
- Password Changes for Internal Accounts
- Advanced desktop support
- Support for dynamic forms
- Questionmark support
- Rio Learn Support
- Maricopa Password and Technical support
- Remote Desktop Support
- Basic GoTo Support
Technical Documentation & Knowledge Base Maintenance
Updates and creates new documentation new and old technology documentation
- Create & maintain technical documentation
- Maintain the IT department’s knowledge base
Rio Learn
Troubleshoot perception errors and any site errors instructors and students may encounter.
- Troubleshoot Login Errors
- Perception errors
- Site errors
Perception/Questionmark
Use perception to check students scheduled assignments and transcripts. Reset exams/quizzes for courses that are allowed and password changes for adjunct faculty.
- Use schedule to help troubleshoot student submission issue
- Use transcripts to help troubleshoot perception errors.
- Create or change passwords for adjunct faculty
Matrix
Initial ticket creation. New / out boarding employee accounts, matrix security, service desk.
- New and out boarding employee accounts
- Security settings for matrix
- Add instructors to courses
- Faculty chair access
Google Admin
Group, distribution list creation. Enable or suspend email accounts for new/offboarding employees. Use google admin to troubleshoot email issues.
- Create groups/ Distribution lists for departments
- Enable or disable email accounts for new/offboarding staff members
- Troubleshoot service accounts for departments
Microsoft Admin
Password changes for Microsoft products. Install office products and troubleshoot issues pertaining to Microsoft office products.
- Account status
- Microsoft office product troubleshooting
Remote Desktop Support (RDS)
Troubleshooting and setup of Remote desktop support for checkout laptops, desktops and personal computers. Assist students and staff with Microsoft Remote Desktop for apple products.
- Troubleshoot connection issues on remote desktop support
VPN
Download and troubleshoot cisco any connect for checkout laptops and personal computers. Assist with initial setup if needed and troubleshoot connection issues. Assist overseas students with VPN access for Maricopa sites.
- Initial download and installing of software on users computers
- Troubleshoot connection or login issues for staff members
- Opera web browser VPN for overseas students
FTP/Cyberduck
Assist students with troubleshooting FTP/Cyberduck issues.
- Troubleshoot FTP/Cyberduck for students