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 California State University, Fullerton

 

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Call Center & Campus Operator

Service Catalog for Call Center and Campus Operator:

 

Call Center & Campus Operator Service Hours

 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 and staff 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.
    • Remote desktop access (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, Mac Mail, 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).
  • 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.
  • 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 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 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 pagelets 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.
    • Grades
    • To Do List
  • 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, staff & students with questions regarding at-home-use software.
  • Assists faculty, staff, & students with questions regarding Adobe Creative Cloud applications.

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.
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 maintaining 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.