Back to School Technology Help

Archive for August, 2014

Back to School Technology Help

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Welcome back to campus and we hope that you have had an eventful summer break.  As always, the summer months bring a lot of change to the campus and we wanted to make you aware of a few IT related issues.

The HelpDesk Has Moved!

As part of the Library renovation project, the IT Support HelpDesk has temporarily moved over to the Carter Technology Center.  This location is in the center of the campus commons and connected to the west end of the Carter Residence Hall.  We are excited that our temporary home will be in the heart of the campus and readily available to residential students.

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Stop Wasting Time On Hold

We realize that the beginning of school is a busy time and many of you don’t have the time to wait on hold for assistance.   If you call the IT Support HelpDesk and are faced with the decision to stay on hold or hang up, try using our new callback feature.  This option allows you to leave a message and then maintains your position in our queue until an agent becomes available.  Listen to the prompts when you call the HelpDesk to find out how to use this service.

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A New Self-Service Experience

This summer the Information Technology division moved to a completely different Incident Management system.  This means that you will have a brand new experience when trying to submit a HelpDesk ticket in myTCU.  Learn more about how to use the system by watching our video tutorial on youtube.

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Access the IT Knowledgebase

Over the past year we have been transitioning all of our online technical documentation to the IT Knowledgebase.  We have hundreds of articles with helpful information about how to use most of the technical services that we provide to the campus.  Visit our website at https://it.tcu.edu and click on the Knowledgebase link to get access to this tool.

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Students – Getting Connected to the TCU Network

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The Information Technology division would like to take this opportunity to welcome our students back to campus and provide you with a few pieces of information about how to connect to the TCU network.

TCU StuWireless Network

You must register each of your devices on the network before you can connect to the Internet.  All you have to do is connect your laptop to the Get Connected wireless network, then open a web browser and go to a non-TCU website.

Keep in mind that mobile devices (i.e. Phones, iPads, and Tablets) have to be manually registered in myTCU from a device that is already connected to the Internet.  Check our Knowledgebase for more information about how to do this.

Warning:  Most wireless printers do not have the capability to connect to a WPA2 Enterprise network so we recommend that you connect them directly to your computer with a USB cable.  Don’t forget that wireless routers are NOT allowed on the TCU network.

TCU Wired Network

Once you plug a desktop/laptop computer into a wired jack in your room all you have to do is open up a web browser and use the setup page to register your device.

Game Consoles, Blu-Ray Players, and Smart TV’s will all need to go on the wired network (i.e. Xbox, PS3, or Wii), and they will have to be manually registered in myTCU from a device that is already connected to the Internet.  Check our Knowledgebase for more information about how to do this.

How do you get help?

We understand that getting connected to the network is an important part of the move-in process and the IT Support HelpDesk will be available for an extended period of time to help you out.

Two Factor Authentication Changes

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Last November, Human Resources and Information Technology introduced a new security feature called “two factor authentication” to myTCU. This is similar to the services that many financial institutions use to verify your identity before allowing you to connect to their online banking resources.

After much feedback on the delivery capabilities of this feature, we are pleased to announce that we have added a voice messaging option that allows you to receive your PIN through a phone call as well as a text message.  We are excited about this change and have plans to roll this tool out to other pages in myTCU in the near future.

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Do not forget to ensure that the home and cell phone numbers that we have on file are up to date.  Missing or incorrect numbers can be added by accessing myTCU from on-campus and clicking on the Employee Center icon.  Please, contact hr2fa@tcu.edu, or call Ext. 6305 with any questions or concerns.