Call Center & Campus Operator
Service Catalog for Call Center and Campus Operator:
Desktop Support
- Provides faculty and staff with basic computer support relating to programs installed on their office computers.
- Troubleshoots hardware issues on office computers.
- Assists faculty or staff have with office printers, both local and network.
- Downloading and installing drivers for printers
- Connecting to office/network printers
- Troubleshooting printing issues and errors
- Assists faculty and staff with campus issued devices such as laptops, smart phones, and tablets
- Configuring wireless connections
- How to VPN
- Setting up campus email
- Virus scan & OS updates
- Assists faculty and staff with K drive
- Mapping K drive on office computer
- Troubleshooting connection issues
- Adding users to the shared folder
Campus Email
Faculty & Staff
- Troubleshoots issues related to the various campus used mail clients (Outlook, Entourage, etc.)
- Provides general support on how to use the features of the campus mail clients.
- Assists with campus email setup for smart phones, laptops, home computers
Students
- Troubleshoots issues related to setting up Titan Apps (Google) email for the first time.
- Provides general support on how to use the features of Titan Apps
- Assists with Titan Apps email setup for smart phones, laptops, home computers
Password Reset
Note: At CSUF, the email password is the same one that is used to log in to on-campus computers. They are not separate. If the email password has been changed, then users will have to use the same password to login to on-campus computers.
Faculty & Staff
- Resets campus email/computer password per requests received from Department IT Coordinators (DITCs).
- Faculty & Staff can also send an email to helpdesk@fullerton.edu to request a password reset.
- Can walk-in to ATC for in-person services (must present photo ID).
Students
- Resets Titan Apps password if:
- The student is unable to answer his/her security questions from the Forgot Password option.
- The student is newly admitted and does not remember or have his/her PIN.
- Students will need to provide their Campus Wide ID (CWID), last 4 of SSN, & date of birth to verify identity.
- Can walk-in to TitanCard (Pollak Library South, 1st floor) for in-person services (must present photo ID).
Learning Management System
Faculty
- Assists with general questions related to Blackboard and TITANium features.
- Troubleshoots login, enrollment, & quizzes issues
- Deleting/Hiding old courses
- Questions regarding profile setup, courses, resources, & communities in TITANium
Students
- Assists with general questions related to Blackboard and TITANium features.
- Troubleshoots login, enrollment & quizzes issues.
- Assists with browser plug-ins needed for LMS
Enterprise Resource Planning (ERP also referred to as CMS)
Faculty & Staff
- Assists with general questions related to Titan Online navigation, e.g. Employee Self Service, Faculty Center, Human Resources, FileNeT, etc.
- Troubleshoots login or missing paglets issues.
Students
- Assists with Titan Online navigation and information questions including:
- How to find financial aid award
- First-time student admission status
- Student fees
- 1098T tax navigation
- Unofficial transcripts
- Troubleshoots login issues.
Portal
Faculty & Staff
- Assists with general questions related to Portal navigation.
- Troubleshoots login issues or missing tabs.
Students
- Assists with general questions related to Portal navigation.
- Assists with first-time users login questions.
- Troubleshoots logins issues and missing tabs
Software Installation & Requests
- Assists faculty and staff with installing campus approved software located on ADSelect & Apple Server
- ADSelect: is for most, if not all campus used software for PC.
- Apple Server: is for most, if not all campus used software for Mac OS
- Assists faculty and staff with questions regarding at-home-use software.
- Assists faculty, staff, & students with questions regarding Adobe CS5
Network
Faculty & Staff
- Assists with wireless configurations of smart phones/laptops.
- Troubleshoots network issues with office computers.
- Submits requests for data jack activation in offices.
Students
- Assists with wireless configurations of smart phones/laptops.
- Submits requests for data jack activation in dorms.
Virtual Private Network (VPN)
- Assists faculty & staff with questions regarding VPN access.
- Troubleshoots login issues
- Troubleshoots Remote Desktop issues using VPN.
Academic Classroom Technology
- Assists faculty with troubleshooting technical issues in smart classrooms
Titan Internet Access (TIA)
- TIA is CSUF’s dial-up service.
- Provide access numbers
- Assists with setup and configuration
- Troubleshoots connection issues
Telecommunications
- Provide faculty & staff support in setting up Telephone Conference Bridge lines
- Assist faculty & staff with any questions they may have related the telephone features such as call forwarding, voicemail, etc.
- Report telephone repairs sent to the Telephone Help Line ext. 4357.
Campus Directory
- Responsible for maintaining, designing and distributing the Campus Telephone Directory.
- Responsible for maintain and distributing the Campus Services Directory
Managing Forms
- Maintaining the data entry for IT Request Forms (ITRFs), Fax Seniors and IT clearance forms.
Managing Phone Lines
- Responsible for recording Campus Information and Emergency closure lines
