Service Bulletin - Technical Support & Remote Needs

Published Thursday, March 9, 2020 at 11:32am

During this time of self-isolation and social distancing, we recognize the need for information about tools you may need to continue providing service to your customers. We’ve compiled the following list based off of questions and concerns we have received from customers:

Requesting Technical Support

If you are in need of any technical support at all, please make sure you are contacting the MCC HelpCenter directly. We have multiple methods of contacting us to report problems, all of which are documented in this article on our intranet. If you send an email to an individual in CTS and you are not including the HelpCenter in your request, we CANNOT guarantee that your problem will even be seen. For your own sake, please make sure the HelpCenter is included in any request for technical support you make. Doing so, at the very least, guarantees you a “spot in line” so your problem will be addressed.

Password resets are available 24 hours a day, 7 days a week by calling our main number at 480-461-7217. Customers are also able to reset passwords themselves by visiting https://tools.maricopa.edu and clicking on the “forgot password” link. You may want to make sure that you know the answers to your security questions. If you are unsure, you can reset your security questions by logging in to https://tools.maricopa.edu, resetting your password, and setting the answers to your security questions at that time.

Also, please be aware that Google will sometimes flag your account for suspicious activity if you are logging in from unfamiliar places. If you enter your cell phone number to receive text alerts, you can be notified when the system thinks a login looks suspicious. This allows you to reply “yes” to confirm your login, or “no” to alert the system that you did NOT login. Answering “no” or not responding within 15 minutes will cause your account to lock out. Instructions for this are located on our intranet HERE.

Software: Requests, Needs, and Questions

If you are in need of software on your school-issued computer, please be aware that you will not be able to manually install such software. All software on school-issued computers must be installed via the following methods:

If the software you need is not available via the methods listed above, you will need to request it using our online Software Request Form.

*Some software (specifically Respondus and ScreenCast-O-Matic) has additional information that needs to be entered into the program before it functions. That information can be found on our intranet in this article.

Microsoft Office for Home use for Students and Employees: Office is available for home use, free of charge, for both employees and students. These instructions are not intended for school-issued computers (see above.) If you or your students need Office on your own personal computers, please refer to this article.

Adobe Software for Employee Home Use: Adobe software (such as Acrobat, Photoshop, Dreamweaver, etc) is available to MCC employees for home use. Once again, these instructions are not intended for school-issued computers. Instructions are available on the intranet in this article.

Bookmarks to Important Sites & Maricopa tools: You probably have important bookmarks in your browser for sites you need daily. We have created instructions for both Chrome and Firefox to show you how to backup your bookmarks to a file that you can save and use anywhere.

WebEx Meetings: Instructions for logging in to WebEx are available on our intranet. Please make sure you are using Mesa’s instructions. The instructions recently provided by the District office will not work for Mesa employees, although the accompanying documentation is useful.

VPN access: Some resources require that you be connected to our VPN (Virtual Private Network) in order to access them from off-site. This may include things like SIS and accessing server shares (POF). Our VPN software is called GlobalProtect. It can be installed on your personal computers. Instructions for installing and using the VPN software are located on our intranet in this article.

***Please note: we do ask that if you are accessing services that do not require VPN that you disconnect so the service will not be overtaxed for those that need it. Thank you for your cooperation.

Phones, Voicemail, and Outbound Calls:

You can forward your office phone to your cell phone. You can do so by selecting the “Forward All” option on your phone’s screen. Your phone will beep as a prompt for you to enter a number. If you are entering a cell phone, you will enter it starting with a 9 (ex: 94805555555). If the phone is outside of the 480, 602, or 623 area codes, you must start the number with 91 (ex: 915205555555). If your phone gives you an error (you might hear “Your call cannot be completed as dialed…) or if you are already off-campus and no longer have physical access to the phone you want to forward, please contact us and provide your name, the extension of the phone you want forwarded, and the number to which you want it forwarded. We can send a ticket to our phone team to do the forward for you.

Instructions for accessing voicemail, including changing your voicemail greeting, are published on our intranet in this article.

As part of your job, you might need to call customers from your personal phone (either cell phone or landline.) You can “hide” your phone number by prefixing *67 before dialing the number you intend to call. This will make your number show up as unknown or private to the person receiving the call. This works with both cell phones and regular landline telephones as well.

If you have any questions, comments or concerns, please contact the HelpCenter at helpcenter@mesacc.edu or 480-461-7217. Thank you.

MCC HelpCenter
480-461-7217
www.mesacc.edu/HelpCenter