Telework Support

North Carolina A&T State University provides a number of technology options that support telework. These include online communication and collaboration tools, remote access to voice and file services, applications available for installation on personal devices, and virtual computers for instructional and administrative use.

ITS Support During the Pandemic

Most ITS staff are moving to telework beginning the week of 3/16. The Help Desk will continue to respond to phone calls, voice and email messages, and tickets. Some field technicians will be transitioned to the remote Help Desk to provide additional support. Please contact the Help Desk at helpdesk@ncat.edu, (336) 334-7195, or AggieHelp

We will continue to have staff onsite on a limited basis to address equipment delivery and service needs. Beginning Monday, March 23rd, please contact the Help Desk to schedule an appointment if you need to drop off equipment for service. ITS will contact clients to schedule a time to pick up new equipment as it arrives. Please contact the Help Desk by phone or email for all other needs.

Other ITS offices will also respond to phone calls, voice and email messages, and tickets. Please visit this page for additional updates. ITS will continue to add information as it becomes available.

Communication Options

Email and Calendar: The university uses Microsoft Office 365 for employee email and calendar, and Google G Suite for student email. These applications run in commercial cloud environments and can be accessed directly from off-campus locations.

Video Conferencing: 

  • Zoom is available for all employees for video conferencing with up to 100 participants, and supports screen sharing, recording, and online chat. Participants do not need a Zoom account to join and can attend via computer, phone or other mobile device. Zoom has both a web-based client and a desktop client. The Help Desk can assist with installation of the Zoom desktop client on university devices. ITS has enabled additional features that provide more control for faculty using Zoom to conduct an online class meeting. Visit the Zoom Video Conferencing Support page for more information, and the Zoom Security Guide page for measures toward securing your Zoom meetings from intruders.
  • Skype for Business is available as part of Microsoft Office 365 and can be used for video conferencing and online chat. Users must have an Office365 or Skype for Business account to particpate in a video conference. 
  • Blackboard Collaborate Ultra provides faculty a video conferencing platform with the ability to add files, share applications, and use a virtual whiteboard to interact in real time. Collaborate Ultra opens in a browser, so there is no software to install to join a session.

Chat/Instant Messaging:

  • Zoom offers a chat feature to communicate with other users during meetings.
  • Skype for Business has an instant messaging feature. Users can share their screen or files.

Telephony:

  • Call Forwarding: Calls may be forwarded from a campus extension to a different campus extension or to an off-campus number. Users can forward calls to a local number directly from their phone. For the duration of the current pandemic, users can contact the Help Desk to have their extensions forwarded to a long distance number. Forwarding to an international number is not available. 
  • Voice Mail Delivery to Email: Voice mail will be delivered to email as an attachment for any personal campus extension that has an associated email account. Users can listen to voice mail on their computer. Voice mail will also be available through the voice mail system. Users can test this feature by calling their extension and leaving a voice mail. If this does not work, please contact the Help Desk for assistance.
  • Main Office Numbers: Main office extensions can be forwarded to a personal extension or to an off-campus number. In the former case, voice mail left when someone calls the main office number will be delivered to the email account associated with the personal extension.
  • Faxes: Multi-function devices (MFDs) can route faxes to a file share. This will allow staff working remotely to retrieve faxes. Contact the Help Desk for assistance.
  • Call Centers: ITS can help configure remote computers to be part of a call center. This requires the use of the campus virtual private network (VPN), a Jabber application installed on your computer, and approval from management. Contact the Help Desk for assistance. ITS is making Jabber available for the duration of the current pandemic, but users are cautioned that Jabber may not be available afterward.
  • Placing Calls from Campus: ITS can help configure remote computers to place calls from the campus phone system. This requires the use of the campus virtual private network (VPN), a Jabber application installed on your computer, and approval from management. Contact the Help Desk for assistance. ITS is making Jabber available for the duration of the current pandemic but users are cautioned that Jabber may not be available afterward.

Internet Access:

Software

Productivity Tools

  • File Storage: Microsoft Office365 OneDrive can be used to store files in a secure commercial cloud. Learn more about configuring One Drive on your computer.
  • Microsoft Office: Users can download and install Microsoft Office on their personal computer. This includes Word, Excel, and PowerPoint.
  • Microsoft Office Online: Users can use Office Online which includes web-based versions of Word, Excel, PowerPoint, and OneNote.

Campus Access

  • Virtual Desktops (VDI): Virtual desktops can be accessed from on or off-campus and may be used to in place of physical computer labs. The VDI environment may also be used for administrative purposes. Follow these instructions for accessing the VDI.
  • File Shares (requires VPN): Files shares can be accessed remotely. University data (including documents) should remain on campus file shares and only be transferred to a personally-owned device for the duration of editing
  • Remote Desktop (requires VPN): Users can access their office computer via remote desktop. Contact the Help Desk for assistance in configuring your computer. 

Security

  • Follow Secure Practices: Employees who telework can put the university at additonal risk of cyber crime. Be sure to follow our security guidelines to protect yourself and the university.
  • Multi-factor Authentication (MFA): Employees who telework will need to use their cell phone or forward their personal phone extension to their cell phone in order to use Azure MFA.
  • Virtual Private Network (VPN): The campus VPN can be accessed by downloading and using the Cisco AnyConnect VPN. Users only need to use the VPN client to access the applications listed below. Contact the Help Desk for assistance.
    • Banner Admin Pages
    • File shares
    • Remote Desktop
    • Jabber
  • Antivirus Protection: ITS recommends either Windows Defender Antivirus or AVG Antivirus (free version) antivirus software for personal computers to protect files being transferred between work and home. Visit Installing Anti-Virus Protection for more information.

Campus Computers

Computers: Employees who take university equipment away from campus must have the approval of their supervisor and file the Permission to Remove University Assets form with Property Management. For the duration of the current pandemic, users may take their university computer home to telework, but must complete and file the abovementioned form. 

Should you need assistance with university technology related issues, please contact the Help Desk at 336-334-7195 or helpdesk@ncat.edu or AggieHelp.