Overall IT Service Desk Study Guide 2024

Question 1

Argos

Answer 1

Check user’s account status and information

Question 2

Argos URL

Answer 2

maps.nsuok.edu

Question 3

Billing/Purchasing Questions

Answer 3

Transfer to Jessica Smith (ext. 5902)

Question 4

Blackboard

Answer 4

Access course materials at bb.nsuok.edu

Question 5

Broken Arrow Campus

Answer 5

ITS office in BABT 230, 24/7 Lab in BABT 137 (ext. 6618). Make sure a BA technician has been made aware of any priority tickets.

Question 6

Campo (Campus Police)

Answer 6

Ext. 2468

Question 7

ClearPass

Answer 7

Register and manage devices connected to NSU networks

Question 8

ClearPass Guest

Answer 8

Allows you to register, manage guest accounts, and access

Question 9

ClearPass Onboard

Answer 9

Allows you to register devices, view all accounts and their registered devices, expiration, and active sessions.

Question 10

Clearpass URL

Answer 10

clearpass.nsuok.edu

Question 11

Cloud storage

Answer 11

Google Drive with 1 GB storage for faculty, staff, and students.

Question 12

Dead Phone

Answer 12

Get a non-working extension and alternate contact number.

Question 13

Email Procedure

Answer 13

Email automatically generates a ticket in TeamDynamix.

Question 14

Enrollment

Answer 14

Once their account has been created (72 business hours) they can enroll. Freshman may not enroll until meeting with their advisors.

Question 15

Front Desk 8am - 5pm Shifts

Answer 15

Open/close shutters, put out bell, charging tower, bar stools, and start/stop slideshow. 5pm lab attendant is only responsible to close if no STC is covering 5-8pm lab shift.

Question 16

Fully Admitted Students

Answer 16

Account will be created within 24hrs. Blackboard and Greenmail access can take up to 48hrs, GoNSU can take up to 72hrs.

Question 17

GoNSU Employees

Answer 17

View transactions/records, verify or change address information, make payments on NSU charges to accounts receivable.

Question 18

GoNSU Students

Answer 18

View account summary, display/update personal information, make payments, check financial aid, and view/print unofficial transcript, class schedule, 1098 tax information.

Question 19

Greenmail URL

Answer 19

webmail.nsuok.edu

Question 20

IT Administration

Answer 20

Dr. Richard Reif, CIO of IT services (ext. 5959)
Jessica Smith, IT Office Manager (ext. 5902)

Question 21

IT Client Services

Answer 21

Paul Dozier, Director of IT Client Services (ext. 5868)
Sydney Rosson, Service Desk Manager (ext. 5930)
Service Desk Level 3’s (ext. 5679)

Question 22

IT Enterprise Systems

Answer 22

Robert Moruzzi, Director of It Enterprise Systems (ext. 5933)
Josh Simmons, Assistant Director of IT Enterprise Systems (ext. 5886)
Hunter Tiffee, Assistant Director of IT Enterprise Systems (ext. 5932)

Question 23

IT Infrastructure

Answer 23

Eduardo Olivares, Director of IT Infrastructure (ext. 5887)
Steve Ford, Assistant Director of IT Infrastructure (ext. 5880)

Question 24

Lab Phone Exts.

Answer 24

5676 and 5677

Question 25

Lab Shifts

Answer 25

Staff labs, record hourly student headcount, restock paper, clean, address Unaddressed Queue for tickets, and assist users. Also closing duties; bring in bell, charging tower, stools, slideshow etc.

Question 26

Laptop check-in

Answer 26

Verify faculty/staff, fill out form, form must be signed by a full time employee, and attach ticket.

Question 27

Level 3 STCs

Answer 27

Transfer callers to extension (ext.5679).