User Support

WikiCSCF:Who does what - Contacts

WikiCSCF:WIKI Rebuild Project

User Support Staff Pages

Chris

Andy

Paul

Onboarding Offboarding

Faculty Onboarding draft

1. Setup a call before to welcome them and explain who we are (CICS support staff and how we differ from campus IT) - conversation should be as free flowing and take notes.
   • Welcome and What to expect - will be sending you a Welcome Email with details
   • Questions to ask them - answers will lead the directions of your questions
     • Ask how hands on they are with their systems - explain we have hardware/software support so they can focus on teaching and research. (Doing great things to make us shine)
       • they usually tell you what they have now or before - liked and disliked
     • Ask OS preference - most start with startup packages (so I often find that out from Donna to know for sure. They can spend that $ as they see fit but it is limited funds
     • Create public facing Faculty Profile page - help us - photo and content is needed. What we need will be in the first email we send out.
       • we will put up a place holder one until we receive information from you
   • What to do when they arrive on campus
     • Check in with us if needed? Help get on CICS or EDUROAM network or connect phone/devices
     • Collect key to office?
     • what else??? will update after I speak to VP this afternoon
   • Ask if they have any questions
   • ***** follow up with an email of what was discussed and what the decided plan is
2. Possibly before you call (or soon after)
   • account status - use campus (check exchange or google) and forward from CS to UMASS. Ryan agrees they can decide which they want to use.
   • space/keys/phone (now no need to do much, could ask if they want a number and phone would be connected to their campus NetID - can explain it is a Microsoft Teams Calls now
     • https://www.umass.edu/it/next-gen-calling
   • startup package - who talks to him about equipment purchases - Steve usually takes care of that - who should that be for the new group in the fall?
3.  ??????

Staff Onboarding draft

Offboarding Notes

• Figure out the Accounts and Equipment assigned - make any notes to discuss or add to the email you send out. Canned message - you already have and use now (keep updating as needed)
  • I prefer doing this in person so you are sure you are both on the same page and you can look at their system to answer any questions they may have
    • Phone calls or Zoom meetings are also options - Email is fine if preferred (start with that in most cases.
• review campus page: https://www.umass.edu/it/accounts/informationemployeesleavingumassamherst

Termination Process

• Work with CICS HR staff - determine type of termination (normal or immediate)
  • normal - employee's Campus accounts is removed in 7 days
  • immediate - Campus IT (it@umass.edu) will need to be notified if it needs to be immediate
    • Dept. Head or Manager should send the request & start a discussion/plan
    • 24 hours notice appreciated
    • request an auto-reply be setup and what it should say
• We need username as well as date/time - run script to gather information to see what accounts they may have
• Decide a plan for CICS steps
  • Account - change password and disable CS account (can no longer login) - ipa as admin
    • https://cicsipa2.cics.umass.edu - there is a disable option
    • also remove squall access - old ldap server
    • disable ANY local desktop/laptop accounts
  • Building Access - remove after hours building access - dooraccess@umass.edu (Jamie/Terrie have access)
  • Mailing Lists - remove from mailing lists - Andy can help
  • FM Access - remove FM group access in cicsipa1/2 server
  • Web Profile - unpublish web profile page
    • https://cs.umass.edu/user - Drupal Admin permission needed - Andy can help
    • also notify communications@cs.umass.edu to remove on new server too
  • Auto-Reply - set an auto-reply if use CS account