In the event that the University suspends operations on campus and requests that staff 'work from home', the following is provided as a template for maintaining the CSC / IOC.  The general expectation at this time is that CSC staff working from home would NOT be expected to taking incoming phone calls.  The CSC's phone system would be changed, directing customers to submit tickets to itap@purdue.edu.  CSC staff would then coordinate support with customers through email, chat, and soft phones as necessary.

NOTE:  Please do not log into CISCO Finesse when working remotely, unless otherwise instructed to do so.

As long as campus remains open, the IOC will need to maintain a physical presence in TEL.  At least one staff member will need to be in the office to check-out keys and monitor systems.  If campus shuts down, IOC responsibilities would fall on Service Owners during this time and admins would be expected to monitor their own systems until the University reopens for operations.

Overview

Since the CSC does not normally work remote, there are a few items to consider, should it become necessary to work from home.  Here are some of the essential questions to consider:

• Do you have sufficient computer hardware to complete your normal and necessary work tasks?
• Do you have a CSC provided laptop, or will you need to use a personal computer?
  • Are you able to 'Remote Desktop' to your machine on campus?  See: Remote Desktop Access (RDP)
• Can you access the internet?  Do you have sufficient bandwidth from home?  If not, consider alternative locations for working remotely.
  • Can you connect to VPN?
• Can you access all essential programs, such as your email, work calendar, Office 365, Active Directory, SCCM, slack, Confluence, Blackboard / Brightspace, etc.?
  • Do you know where you can find these tools?
• Do you have a webcam to connect to WebEx or Skype for Business?
• Do you have the Cisco Jabber client and a USB headset?
  
  NOTE:  Jabber can be found at \\nas01.itap.purdue.edu\itap_call_center\ITCSCallCenter\Tools\CiscoJabber-Install-ffr.12-8-0
   
• Do you have a surge protector that you can place between the electrical outlet and any computer to protect the equipment from faulty electrical fluctuations?

If you determine technology problems may prevent you from working remotely, check with your supervisor.

Purdue and ITaP have setup many website dealing with the COVID-19 response with helpful information:

• https://www.purdue.edu/newsroom/releases/2020/Q1/need-to-know-info-about-covid-2019.html
• https://www.purdue.edu/innovativelearning/teaching-remotely/
• https://www.itap.purdue.edu/newsroom/200320_itapfaqforcoviddays.html

Know Your Tools

Make sure you know how to access your network and necessary systems. We’ve collected information on accessing some key services.

• FootPrints
• Account Setup Reset
• BoilerKey
• Banner
• Catbert
• CSDS TC / DCL Approved Persons List
• ITIS Web Services
• Mail Service Admin Tool
• Office 365 Status Admin Tool
• Purdue Person Search

Communication

Make sure that your team and colleagues know how to contact you. Take a look at technology tools that can help you connect and maintain communication with your coworkers.

• Slack
  • https://itapcsc.slack.com
  • https://purdueit.slack.com
  • https://agit-purdue-workspace.slack.comeds UPdates
• Skype For Business
• WebEx

Security

Continue to employ the security best practices as you work remotely.  If you are working with sensitive information, be sure to keep any information secured and to lock your computer when you are not using it.

Situations like this are prime phishing opportunities for bad actors. Remain vigilant for security concerns and be sure to report suspicious emails to abuse@purdue.edu.

Working Open Queue

The Specialist on Point will maintain and delegate work in the queue to other available Specialists.  They will talk with CSC leadership and other CSC Specialists to determine what is the most important work to complete during your time working remotely.

Coordinate Calls With Customers

Schedule calls with customers and provide call-in options.  Practice using video calling with Jabber and screen sharing with Skype for Business to maintain support and continue to collaborate with customers. You can conduct meetings using WebEx or Skype for Business.

Documentation

IT Resources for Working Remotely

In the event staff are needing to work from home, the following tools and best practices will help staff choose the appropriate technology for the job:

1. Remote Desktop
   1. Those with personal computers at home can be provided the ability to remotely connect to their University‐provided workstation.
2. Online Meetings – WebEx is the university’s supported meeting collaboration tool
   1. The URL is https://purdue.webex.com and will require BoilerKey authentication.
   2. All faculty and staff have host accounts that have a 1000 participant limit which includes web and phone meeting availability.
   3. In addition this access allows for access to WebEx Training meetings that include breakout rooms.
   4. Participants can be students.
   5. The preferred audio method is the use of computer audio (the university pays 3 cents per minute per participant when using the phone in method).
   6. If you are an RA or a TA, you will need to fill out a form to obtain access.
   7. If you are an instructor, Teaching and Learning Technologies recommends not using WebEx for instructional delivery.  Visit https://www.purdue.edu/innovativelearning/teaching‐remotely/ regarding online instructional delivery.
   8. Skype for Business is an alternative light‐duty conferencing tool.
      
       
       
3. VPN
   1. What is VPN? This is a secure connection from a laptop or desktop that grants users secure access to campus IT resources. It does require BoilerKey authentication.
   2. Examples of campus IT resources includes personal and shared network drives, and advanced resources in SAP (typically staff in the finance and business offices are accessing these resources).
   3. During times when staff may need to work from home, we ask that VPN be used only when needed and disconnected when not in use.
   4. Contact your local IT support if you need to verify your university‐provided computing device has the VPN installed.
   5. If you are attempting to access from another, non‐university managed machine, you can use https://webvpn.purdue.edu. Connection assistance is available at https://support.purdue.edu/goldanswers/168490.
4. Telecommunications Access – Access to telephone and voicemail services
   1. While on campus staff can visit the self‐care portal at http://myphone.voip.purdue.edu/.
   2. Staff are able register their cellphone and enable it to ring at the same time as their desk phone.
   3. The VPN is needed to reach the self‐care portal on fist visit only.
   4. If you are an instructor, consider setting a greeting message on your voicemail regarding virtual office hours.
   5. For questions about other remote services, contact your local IT Support organization.

Important Notes

• Beware of COVID‐19/Coronavirus phishing email scams.
• If you have not already done so, print out BoilerKey self‐recovery codes. To do this, go to http://www.purdue.edu/boilerkey and click the manage button. Click the link labeled “Obtain a list of BoilerKey One‐Time Use Backup Codes”. Follow the instructions, print out the codes, store them in a secure location or keep them on you.
• If contacting the ITaP Customer Service Center, call if something is broken or not working. Email itap@purdue.edu if your request is not immediate. If the university sends students home (away from campus), please be patient as a significant part of the call center workforce are students.
• Additional detailed instructions for the above options are available through ITaP. Please email itap@purdue.edu for specific tool instructions.