HBC Staff Technology Guide

Transcription

1 CONTENTS I. Login Credentials...2 II. Harvest Intranet...2 III. Password Reset/Unlock...3 IV. Tickets...3 V. Knowledgebase...4 VI. Harvest Ministry Tools App...4 VII. Phone Usage...4 VIII IX. Printers...6 X. Fellowship One...6 XI. Files...6 XII. Citrix Receiver...7 XIII. Wireless...7 XIV. Content Filter...7 XV. Appendix I - Ticket Priority Guidelines...8 NEW HIRE TECH CHECKLIST o Review and sign off on the HBC Information Security Brief. o Familiarize yourself with how to get to the intranet. (intranet.harvestbible.org) o Enroll login security questions in the SelfServe Password Reset Utility from the intranet. o Familiarize yourself with how to get to Technical Support for tickets and knowledgebase (support.harvestbible.org) o Record name in the PBX system for the staff directory. o Record Voice Mail greeting in the PBX system. o Ministry Staff: Review the F1 Training Resources in the Knowledgebase Internal Use Only 1

2 HARVEST BIBLE CHAPEL COMPUTER POLICY Internet/Intranet/Extranet-related systems and equipment, including but not limited to, computer equipment, software, operating systems, storage media, network accounts providing e- mail, Internet browsing, and FTP, are the property of HARVEST. These systems are to be used for business and ministry purposes in serving the interests of the Organization, and of our members and donors in the course of normal operations. Please review the below listed high level Organization policies and refer to the Information Technology Security Program found at the Harvest Technical Knowledgebase to review the entire policy. LOGIN CREDENTIALS Network: You will be provided login credentials from HR or your supervisor as setup by the IT department. That login is for access to: Windows/Computer; ; and Citrix. Facility Dude: A login for the Facility Dude is managed by the Operations department. Contact Operations if you require a login. Accounting/Microix: Access to all accounting software is managed by the Accounting department. Prerequisite training is required prior to credentials clearance. Watch for an for the next training date or contact the Accounting department. Website Administration: Access to website administration is managed by the Communications department. Contact the communications department if access is required. Training resources are available from the administration page. Paycor: A login for Paycor, the Payroll Management System will be provided by the HR department. In Paycor you can view paystubs, schedule vacation, enter hours if hourly employee. Fellowship One: F1 is Harvest s church management system. A login for F1 is granted by the IT upon hire and is initially the same are the network login. Harvest Ministry Tools app: The Harvest app uses your Fellowship One login credentials. HARVEST INTRANET INTRANET.HARVESTBIBLE.ORG Harvest s intranet, available from a browser while on the network, is a repository of system and administrative resources for employees. Links to the above mentioned resources, among others, can be found on the intranet at intranet.harvestbible.org. Documentation and master forms for Accounting, HR, HCA, and Business Operations can be found along the left pane of the intranet site. Internal Use Only 2

3 The center panel of the intranet contains links to common questions contained in our Knowledgebase. View the entire Knowledgebase or Submit a Technical Services Request Ticket by clicking the Tech Support button or navigating to support.harvestbible.org. PASSWORD RESET/UNLOCK The intranet is an internal resource not directly accessible from public internet. However, it is possible to get to the intranet, via Citrix Receiver. See details in Citrix section below and on the Knowledgebase. TICKETS ADManage Engine is the self-service password reset tool available from the intranet page and on the login screen of most computers. This tool allows you to enroll, setting personalized security questions, then provides the ability to unlock a locked account or reset your password. All employees are required to enroll their security questions upon initial login. Once enrolled you can reset/unlock passwords from this site or the login page on your computer. All passwords are required to be changed every 90 days. HOW TO CREATE A TICKET Internally from the Harvest Intranet Site (intranet.harvestbible.org), directly at support.harvestbible.org, or by phone at (847) ext Click on the Keyboard Technical Services icon. Click on Submit A Ticket and fill in the requested fields. Leaving a message on the 1234 extension will create a ticket for on your behalf. Please provide as much detail as possible and a call back # or address. WHEN TO USE THE TICKET SYSTEM Use the ticket system when you need assistance with hardware, software, login/password, phones, system instructions, file permissions, office moves, and database issues. Submitting a ticket, rather than contacting a member of the Technical Services team directly, will ensure the most efficient response. INFORMATION TO BE PLACED IN A TICKET Enter current contact information for the response. If the ticket is because you cannot access your do not enter that as the contact. In that case, enter a cell phone or personal address. Enter a subject that clearly describes the issue. In the body, provide as much detail as possible to assist us in narrowing down the problem quickly (what equipment or software, what were you doing, what happened, what did you try to resolve it, screen shot of any error received). Internal Use Only 3

4 RESPONSE TIMES TO EXPECT Tickets are categorized by priority and evaluated for urgency, dependencies, and resources. Refer to the Ticket Priority Guidelines in Appendix I for reference. AFTER HOURS HELP Tickets are monitored after hours until 10:00pm. If the request is urgent you will receive a response, otherwise, it will be handled the next business day. KNOWLEDGEBASE Harvest Technical Services maintains a knowledgebase of technical and training resources to provide answers to commonly asked questions. To view the knowledgebase click on the Tech Support icon from the intranet site or go to support.harvestbible.org and click on Knowledgebase. The knowledge base is organized into functional areas including Fellowship One, Harvest Network, Microsoft office, and Mac User Issues. Click on the main topic heading to view the articles within. You can also enter keywords in the search box to search articles. HARVEST MINISTRY TOOLS APP Download the Harvest Bible Chapel app from the Apple or Google Play Store to stay connected. The app allows our congregation to check into church church and volunteer opportunities, view and save sermon notes, navigate to the website, and submit Digital Prayer Requests. As a staff the app will be used to process Digital Prayer Requests Detailed instructions for Digital Prayer requests can be found in Technical Support Knowledgebase at support.harvestbible.org. Assimilation Workflow Tool Detailed instructions for Assimilation Workflow Tool can be found in Technical Support Knowledgebase at support.harvestbible.org.. PHONE USAGE DESK PHONES Log in to Phone Options by dialing 20 from your desk phone. From outside the office, call , then dial 21. a. Save your name for the Staff Directory (important for directory by name) Log in, press 0 for Mailbox Options, press 3 to Record Your Name. b. Change your password. The voice mail password is initially the same as the extension. To change the password, log in, press 0 for Mailbox Options, press 5 to Change Password. Internal Use Only 4

5 c. Change VM Greeting Staff policy is to set a new greeting every work day. Log in, press 0 for Mailbox Option, press 1 to record greeting. Speak the message, then press # when finished. Press 1 to save the message, press 2 to listen to the message, press 3 to re-record the message. d. PBX Web Access: Voic message can also be retrieve through this web page. Request your password from the helpdesk. Here you will see a list of voic s. Click on the audio icon to listen to the message. Put a check mark in message you wish to delete and press Delete. Follow Me i. This option allows rules to be set to have your phone 'follow you' to another phone from the pbx web page. ii. Login with your extension and password. iii. Under the User menu, choose Follow Me. iv. Choose Enabled from the drop down list. v. Click on Add + to add a step. Give step #2 a name like Call Cell, add the #, the # of rings and the Next action. If you choose Voic as the action the message will be left on the voice mail of your desk phone, not the cell phone. vi. Selective hours - the follow me rules can be set to selective hours or always. e. Use of outside access line There is a back-door number which allows you to dial into the phone system when away from the office. The number is Call this number to check for message or set your voice mail recording. When calling the back-door number you will dial 21 (instead of 20) to access your phone options. CELL PHONES Certain positions are provided with a cell phone. These phones will have content control software installed on them by the IT department. The only allowed browser will be Covenant Eyes with accountability partner reporting. On a personal cell the Office 365 app can be installed to receive Harvest . The server name for is outlook.office365.com. OFFICE 365 Harvest can be accessed from any browser at When prompted for username enter as username@harvestbible.org (do not enter chapel ). Even if you work for HCA or WITW Next enter your regular computer/ password. Applications - Microsoft Outlook or MacMail can also be used as front ends to access O365 from your computer. The server name for is outlook.office365.com. Internal Use Only 5

6 PRINTERS ADD A PRINTER Windows Users: Tap the Windows/Start button, type \\server name (listed below) and press Enter. Double click on the name of the desired printer. Mac Users: System preferences, Printers, +Add, IP, enter the server name below in the IP/server field. Enter the printer queue name in the queue field. Print Server Name: o East Campuses: \\hbcrmprt o West Campuses: \\hbcelgdc Primary Print Queues: o Cathedral: CHI-Office-Copier o Niles: NLS-Office-Copier o RM: RM1Northshore, RM1ClubSouth, RM2WChildrens o Aurora: AUCopier o Crystal Lake CLCopier o Elgin: ELG4seWorkroom, ELG4swCopyroom. ELG3seWorship, ELG3neHBF, WITW-Copier FELLOWSHIP ONE FILES Fellowship One is Harvest s church management database. F1 Training resources can be found on the Technical Services Knowledgebase and is required for all ministry administrative staff. SHARED FILES STORAGE Shared files are accessed by clicking on Start, My Computer. In the Network Drives section of this window, any network drives that have been mapped are displayed. Double click on Shared on hbcrmfs (S:) to see the folders within. Shared files can be viewed/modified by a group of people with folder specific rights. PERSONAL FILE STORAGE Files that do not need to be saved to the shared network directory can be saved on an individual s One Drive in Office 365. Saving files in O365 makes them available from any device. Internal Use Only 6

7 CITRIX REMOTE ACCESS WIRELESS Citrix Receiver is a program that can be installed on computer to allow remote access to network resources as well as the use of certain applications such as Accounting and Microix. Full instructions on downloading and using Citrix Receiver can be found on the Technical Services Knowledgebase. HOW TO CONNECT TO A WIRELESS NETWORK HBC_Public wifi is available to anyone without authentication. For the general public, acknowledgement on a browser splash page will be required to connect. Staff members can have their personal devices whitelisted from this splash page. Full instructions on downloading and using Citrix Receiver can be found on the Technical Services Knowledgebase. HBC_Staff wifi is available to Harvest issues devices and allows access to network resources such as network drives and printers. No personal devices can be authorized to directly connect to HBC_staff, the wired network, or network resources except through the use of Citrix Receiver. CONTENT FILTER Harvest deploys two levels of content filtering. The network protection is in place while your computer is connected to the network. Local filtering is installed on mobile devices for use away from the network. If you are being blocked from a legitimate site you may submit a support request to have the site unblocked. If you have access to an site that is inappropriate, please also report that in a support ticket. Internal Use Only 7

8 APPENDIX I - TICKET GUIDELINES TICKET PRIORITY DESCRIPTION Priority 1 Critical (Significant Impact) - Priority 1 typically applies only to technology related to supporting weekend church services in progress or to a building wide network resource outage. Please do not use Priority 1 Critical if your issue does not match this description. Priority 2 Need For Next Weekend Service - Priority 2 is used for technology necessary for weekend services including main church production support, Harvest Kids production, and check in. A ticket must be submitted by Tuesday if an issue was identified over the weekend to be addressed by the following weekend. Priority 3 High (Same Day Response) - Priority 3 applies only to issues that have no work around and prohibit a person s ability to work. Priority 4 Medium - Priority 4 are issues that will be scheduled within 1-3 days. Priority 5 Low - Priority 5 are issues that will be scheduled as soon as possible (4+ days). TURN AROUND GUIDELINES Due to the constraints of IT resources advanced notice will be required for all but the most urgent requests. The following are general lead time requirements. Offices Moves/Systems Reconnect 3 business days notice. If new cabling is required 6 business days notice. New Hires 3 business days notice. Additional time may be required for specialized computer requests. Phone activation if current phone is working, 3 business days notice. Otherwise 1 day notice (8 business hours). Request for new hardware or software 3 business days notice plus time necessary for procuring products if not in house. iphone App approval approved apps are added on the 1 st and 15 th of the month. EXPECTATIONS OF STAFF Search the HBC Knowledgebase, inquire of another staff member, perform an internet search for basic computing questions. Backup own phone to icloud/itunes when receiving a new phone. Office moves an employee moving offices can move their computer and phone with the rest of their office. Contact IT if necessary to reconnect equipment. If a phone exists in the new office it is often best to have your extension moved to that device. Contact IT to determine best option. If a phone is physically moved inform IT as each device is linked to an emergency location identifier for 911 calls. Internal Use Only 8