IT Support

Do you want to know more about the technology we use on campus? Check out the various support resources below, or if you need help, fill out an IT HelpDesk iSupport ticket. Is something missing from this page? Reach out to the instructional technology team (contact information to the left) for further support!

 

it on boarding

IT Onboarding Guide

Welcome to Hartnell College IT Onboarding guide! This document should help you set up your new Hartnell accounts and equipment, and direct you to our support resources. 

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VMware Virtual Desktops

Our desktops have gone virtual! That means you can access your Hartnell computer files from anywhere you have an internet connection.

laptops and docking

Laptops & Docking Stations 

As part of the computer update across campus, approximately 100 employees received new laptops to replace their aging desktop computers. 

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iSupport

 

iSupport is the HelpDesk ticketing system we use at Hartnell College to request IT help, request facilities/maintenance help, and to document faculty flex time. 

 

 

 

 

 

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It Onboarding Guide

For live help, call or email the IT Department at (831) 755-6789 or ITHelp@hartnell.edu.

Phone

For help setting up and using your campus phone, go to www.hartnell.edu/itr

New Accounts

To receive a computer/email account, follow these steps:

  1. Fill out the appropriate Log-in Account Request form with the help of your manager or your department’s administrative assistant (email ithelp@hartnell.edu for the form):
    1. Administrative Login Account Request (non-faculty)
    2. Faculty Academic Login Account Request
  2. Submit the form to your manager for their signature

 

Your department will forward the completed form to the IT Department, and once your account is ready, IT will contact you with your email username, computer username (your employee ID number), and your temporary account password.

Login to your email account (on or off campus):

  1. Go to www.gmail.com and click “Sign in”
  2. Enter the following credentials:
    1. Username: [your full Hartnell email address, provided by IT]
    2. Password: [your PAWS/email account password, provided by IT]
  3. Click “Sign in”

Log into any Hartnell desktop, laptop or printer (on campus):

  1. Enter the following credentials:
    1. Username: [your employee ID #]
    2. Password: [your PAWS/email account password, provided by IT]
  2. Click “Log in”
    1. If you are prompted to select a desktop, you can always choose the one labeled “PDC”. If prompted to restart the machine, select “Restart Later”.

 

Log into your Hartnell virtual desktop (off campus):

  1. Go to https://viewconnect.hartnell.edu and select “VMware Horizon HTML Access”
  2. Enter your employee ID number username and account password and click “Login”
  3. Select the “PDC” desktop
  4. You are now viewing your virtual desktop! You can access any of the files you’ve saved or network drives and print to secure print.

 

Log into any Hartnell laptop (off campus):

  1. Enter the following credentials:
    1. Username: offcampus
    2. Password: hartnell
  2. Click “Log in”
  3. To access all of your files, log into your Hartnell virtual desktop (see steps above).

 

Log into PAWS (on or off campus):

  1. Go to www.hartnell.edu, and scroll to the very bottom of the page
  2. Click “P.A.W.S. for Faculty”
  3. Enter your employee ID number as your username and your account password
  4. Click “Log in”

 

Change your PAWS/computer/email/printer password

You can update or reset your password for most of the systems on campus through PAWS. If you do not know your old password, contact IT to complete the process. If you DO know your old password, follow the steps below to change your password:

  1. Go to www.hartnell.edu, and select “P.A.W.S. for Faculty” (very bottom of the page)
  2. Enter your employee ID number username and your PAWS/email account password
  3. Click “Log in”, then click “Change Password”
  4. Enter your employee ID number as your “User ID”
  5. Enter your old password (provided by IT) 
  6. Now create a new password (must be between 6-9 characters and include at least one letter and one number, but NO special characters are allowed)
  7. Confirm your new password, and click “Submit”

 

Log into Canvas [For instructors only]

Log into your Canvas account (on or off campus):

  1. Go to hartnell.instructure.com
  2. Enter the following credentials (DIFFERENT than PAWS!):
    1. Username: [your Hartnell employee ID number]
    2. Password: [your 8-digit date of birth]
  3. Click “Log in”

You should now see all of your current courses on your Dashboard. If you can’t log in or do not see your courses, make sure you have been listed in PAWS as the instructor of record for at least 24 hours prior to logging in.Once you’ve logged in, you can click “Courses”, then “All Courses” to see any additional, future, and previous semester courses. Learn more about Canvas and how to use it at hartnell.edu/canvas.

To print on campus:

  1. Log into a Hartnell computer using your employee ID # and account password
  2. Select “Print” in any document (typically in the “File” menu)
  3. Choose “Secure Print” (“B&W” for black and white or “Color” for full color)
  4. Go to any campus printer (called MFD for “Multi-Function Device”), sign in with the same username and password, then select “Print all”

That’s it! Your print job should begin immediately. Note: You can find a map of all printer locations at www.hartnell.edu/pdc/guides/printers.

Print from home using our web printing service! Go to http://papercut.hartnell.edu and sign in using your employee ID number and email password, then follow these steps:

  1. Click “Web Print” from the left navigation menu, then click “Submit a job”
  2. Select either “Secure Print B & W” or “Secure Print Color” and click “2. Print options and account selection”
  3. Enter the copies needed, then click “Upload Documents”
  4. Click “Upload from computer” to select your file
  5. Select “Upload and complete”


Once you’re back on campus, log into any printer and select “Print all” to print. Note: Print jobs are only stored for 15 hours.

Call or email (831) 755-6789 or ITHelp@hartnell.edu, or use iSupport to create a HelpDesk ticket. iSupport tracks the status of your ticket and sends email updates so you know what’s being done to resolve your problem. To submit and view help tickets: 

  1. Open your browser and go to isupport.hartnell.edu/user, and log in with your employee ID # and account password (email ithelp@hartnell.edu for help logging in)
  2. To submit a ticket, click the “Submit Incident” icon, then click “Category” to assign your ticket to the appropriate area, then enter a “Location/Room number” and a “Description” of your problem, then click “Save” (top left) to submit your incident

To view the status of an existing ticket, click the “My Open Incidents” icon, then click any ticket to view its status and who it has been assigned to, or select “History” to view any work performed

For audiovisual support, please contact ITHelp@hartnell.edu or (831) 755-6789. For information on checking out equipment and other policies, visit www.hartnell.edu/itr/av.

View two policies (AP and BP 3720) governing technology usage at hartnell.edu.

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VMware Virtual Desktops

VMware is Hartnell College’s desktop virtualization software. All of the programs and files you save onto your Hartnell computer desktop are backed up to the cloud, and are available from any computer or mobile device with an internet connection!

If you already have the VMware application installed on your device, follow these steps: 

  1. Double-click the VMware application icon:  vmware application icon
  2. Enter your PAWS username and password, then click “Login”
  3. Double-click the PDC desktop (or any other available desktop!): pdc desktop icon

You are now logged in to your virtual desktop! To send files between your virtual desktop and physical computer, follow the steps below (or upload files that aren’t particularly sensitive to Google Drive): 

  1. The first time you sign in, click “Allow” when prompted if you’d like to transfer files between your physical computer and your virtual desktop, OR click “Options” (top left) and select “Share Folders”, and click “OK”
  2. Open the file explorer: shared folder icons
  3. Select “Computer” in the left options (below “Documents”, “Music”, “Pictures”, and “Videos”), then select your computer name to access its files. It should look something like this, and it will be listed under “Other”:  offcampus icon


That’s it! You’ll now be able to drag files in and out of that system folder to transfer between your virtual desktop and physical computer.

  1. Open your browser and go to: https://cloud.hartnell.edu/
  2. Select “VMware Horizon HTML Access”
  3. Enter your PAWS username and password and click “Sign in”
  4. Double-click the PDC desktop (or any available desktop)

You are now logged in!

If you do not have the VMware app on your computer, you will need to download it first. To download VMware onto a mobile device or tablet, search for VMware in your app store (available in the Google Play and Apple store). To download VMware onto a laptop or desktop computer, follow the steps below:

  1. Open your browser on your computer and go to: https://cloud.hartnell.edu/
  2. Select “Install VMware Horizon Client”
  3. Choose your version and click “Go to Downloads”, then click “Download”
  4. “Run” the file (you may have to click “Run” twice)
  5. Accept the default settings, then click “Next”
  6. Read, and then accept the license agreement, then click “Next”
  7. On the Custom Setup screen, click “Next” again
  8. On the following Default Server screen, type cloud.hartnell.edu and then click “Next”
  9. Accept all of the default settings until you click “Finish”, then restart your machine.

That’s it! The VMware application should now be installed on your computer.

If you already have the VMware application installed on your Chromebook, follow these steps: 

  1. Double-click the VMware application icon from the launcher bar: vmware app
  2. Enter this server address: viewconnect.hartnell.edu (name it Hartnell)
  3. Enter your PAWS username and password, then click Login
  4. Double-click the PDC desktop (or any other available desktop): pdc desktop icon

You are now logged in to your virtual desktop!

WYSE Thin ClientWYSE Thin Clients: "Thin Clients" (pictured left) can be found in most of the computer labs on campus (including the PDC lab in A-125). Log into the thin client by using your Hartnell ID number and PAWS/computer/printer password.

Specifications: AMD G-Series T48E Dual Core 1.4GHz processor, Windows embedded standard 7 Operating System, 16GB flash/4GB RAM DDR3-1333MHz memory, Radeon HD 6250 Graphics, 10/100/1000 Gigabit Ethernet, 4 USB 2.0 ports (2 front, 2 back)

  1. My normal desktop is missing! Try downloading the VMware application to see additional desktops.
  2. Which desktop should I use? The “PDC” desktop is available for everyone and has several premium programs available, like Adobe, Audacity, and Screencast-O-Matic (subject to change). If a program you normally have access to is missing, try your department’s desktop!
  3. It’s telling me to restart! If you are asked to restart when you first log in, select “Restart Later”.
  4. How do I print remotely? Follow the guide below.

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Laptops & Docking Stations

Paul Chen,Technology Specialist

pchen@hartnell.edu 

Stephen Otero, Technology Specialist

sotero@hartnell.edu

Logging in ON Campus

  1. Turn on your laptop
  2. When you are prompted to log in, use the following credentials:
    • Username: [your employee ID #]
    • Password: [your PAWS password]
  3. Click “Log in”

That’s it! You should now see all of your programs, files, and network drives. If you are unable to log in and you are ON campus, contact Hartnell IT to reset your PAWS password. If you cannot log in to your device while OFF campus, follow the steps below.

 

Logging in OFF Campus

  1. Turn on your laptop
  2. When you are prompted to log in, use the following credentials:
    • Username: offcampus
    • Password: hartnell
  3. Click “Log in”

 

You should now see your desktop. You will not have access to your programs, files, and network drives because you are off campus. To see your programs, files, and network drives, you will need to log in to your virtual desktop using VMware.

Laptop Specifications

  • Dell Latitude 7440
    • Intel Core i7 4600 2.1 GHz CPU
    • 256 GB RAM
    • 14’ FHD (1920x1080) TOUCH screen
    • 802.11 a/b/g/n/ad & bluetooth
    • Light Sensitive Web camera
    • 65 watt power supply
    • 4-cell battery
    • Windows 7 PRO

 

Logging in ON Campus

  1. Turn on your laptop
  2. When you are prompted to log in, use the following credentials:
    1. Username: [your employee ID #]
    2. Password: [your PAWS password]
  3. Click “Log in”

That’s it! You should now see all of your programs, files, and network drives. If you are unable to log in and you are ON campus, contact Hartnell IT to reset your PAWS password. If you cannot log in to your device while OFF campus, follow the steps below.

 

Logging in OFF Campus

  1. Turn on your laptop
  2. When you are prompted to log in, use the following credentials:
    1. Username: offcampus
    2. Password: hartnell
  3. Click “Log in”

You should now see your desktop. You will not have access to your programs, files, and network drives because you are off campus. To see your programs, files, and network drives, you will need to log in to your virtual desktop using VMware.

 

  • Dell E-Port Plus Advanced Port Replicator
  • Laptop case
  • VGA adaptor cord

Remember to keep your current keyboard, mouse, and monitor.  Your monitor will be connected to your docking station using the VGA cord pictured.  If you ever need to take your laptop away from Hartnell and connect it to a projector or monitor, you will want to bring this VGA adaptor cord (as your laptop does not have a VGA port).

  • Each laptop is barcoded and assigned to that specific faculty member. Learn how to log into your new laptop.
  • When picking up a laptop, faculty will need to sign the Technology Acceptable Use Board Policy.
  • Laptops were issued to replace office towers. A docking station will be issued after faculty confirm with their division that their system can be removed.
  • Faculty should back up files on their tower to their Google Drive or I Drive prior to leaving for break. If faculty store documents to be retained in the “Documents” folder or desktop of their tower, not only will those items be migrated over, those items will be available to a faculty member once they log in whether they do so from their machine or any other on campus (after login). Faculty should not backup personal files such as music or pictures unless directly related to academic purposes.

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iSupport 

Log in to request help: Use this link to log into iSupport to request help (see guide below for Users).

Log in to provide help: Use this link to log into iSupport to provide help (see guide below for Reps).

Overview

iSupport is our HelpDesk ticketing system- this is how Hartnell employees request help from the Maintenance and Information Technology (IT) departments. “Tickets” can be created that describe a problem, and the tickets get assigned to the person (“representative”) that can solve the problem. Once the problem is solved, the representative will close the ticket, which automatically notifies you via email.

Once you create a ticket (or a ticket is created for you), you will be able to view the status of the ticket and request a status update.

To get started, log in to iSupport!


Log In

  1. Go to isupport.hartnell.edu/user
  2. Use your Hartnell computer credentials to log in:

Username: Employee ID #

Password: [if you don’t know your computer password, contact IT]


Create a Ticket

  1. Click the Submit Incident icon (yellow triangle) to create a new incident ticket: 
  2. Now enter the category and description: 
  3. Category: Click “Category” to set the category, and be as specific as possible! This will ensure your ticket gets to the right person.
  4. Description: Describe the problem here. For example, “Door for office A128 is damaged” (maintenance issue) or “Unable to log in to the computer in A128” (IT issue). Remember to enter the location of the issue, any steps you’ve taken to troubleshoot, and any error codes you’ve received.
  5. Optional: for an emergency/high priority issue, set the priority accordingly.
  6. Optional: add an attachment to the ticket by using the icon in the lower left (for example, a photo or screenshot that helps explain the issue).
  7. To submit the ticket, click Save (top left).

Once your ticket has been saved, you will receive an automatic email confirmation with your ticket number and an email update when the problem has been resolved.


View Ticket Status

  1. To view all of your tickets, click the “My Incidents Feed” icon: 
  2. To view ONLY your open tickets, click the “My Open Incidents” icon.

Once you find the ticket you’re looking for, click it to see any notes the representative may have added to it. The Resolution and History fields have the most information.


Request Status Update

If there are no notes in the Resolution or History when you view your ticket status, you may want to request a status update: 

  1. Find and view your ticket, then click the “Update” icon.
  2. In the pop up box, type your question, then click “Send”.

The representative will now receive an email with your request for an update.

That’s it! For additional support, contact training@hartnell.edu.

Overview

iSupport is our HelpDesk ticketing system- this is how Hartnell employees (our “customers”) request help from the Maintenance and Information Technology (IT) departments. Customers create “tickets” that describe a problem, and the tickets get assigned to the person (“representative”) that can solve the problem. Once the problem is solved, the representative will close the ticket, which automatically notifies the customer.

That means customers can see what is written on tickets, so keep that in mind whenever you create or edit any tickets!

On a daily basis, you will need to log in to iSupport, view open tickets to see what problems our customers have, then close those tickets when the problem is solved.

To get started, log in to iSupport!


Log In

  1. Go to isupport.hartnell.edu/Rep
  2. Use your Hartnell computer credentials to log in:

Username: Employee ID #

Password: [if you don’t know your computer password, contact IT]

  • If you do not know your Employee ID # or your normal Hartnell computer password, please contact the IT department by calling (831) 755-6789 (or just dial extension 6789 from any Hartnell phone).

Set your Dashboard View

Your “Dashboard View” is the page you will see each time you log in. This is where you can find the tickets that have been assigned to you. 

Please note: You only need to set your dashboard view the first time you log in!

  1. Once you’ve logged in, type the name for your Dashboard, then click Create (example: home)
  2. Select Simple simple button
  3. Select Maximized View, then click Finish Maximized View button
  4. Click the “Select a View” dropdown menu and click Shared Views, then Incidents, then select My Assigned Incidents by Status incident status button

Going forward, any incident tickets that have been assigned to you will show up on this screen. If tickets have not been assigned to you yet, you will not see anything!



Create and Close a Ticket

  1. Click the Incident icon (yellow triangle) to create a new incident ticket:
  2. To create a ticket: enter the customer, category, and description. See Ticket Fields below for more information.
  3. To close a ticket: click on the ticket to view it, then change the status to “closed”, and enter a resolution. See Ticket Fields below for more information.
  4. Click the Save icon to save the ticket. To save and exit the ticket, click Save And Close.
 
Ticket Fields:
  1. Customer: The customer search field may automatically open- if it does not open, click the magnifying glass icon to search for your customer magnifying glass
  2. Type the name of the customer or their Hartnell email address, and select it from the search results
  3. Status: There are 4 dropdown options. For a new ticket, select “Open”, to close a ticket, select “Closed”. Select “Suspended” if you can’t yet close the ticket (if you’re waiting on parts you’ve ordered, for example). If you can’t completely solve the problem but a workaround exists, select “Resolution” and enter the workaround details in the Resolution.
  4. Priority: Leave the priority at “Medium”, unless it is “Low”, “High” or “Emergency”. Remember, your customer can see the priority!
  5. Assignee: This will show your name. To assign this ticket to someone else, click “Assignee” and type their name, then click the name when it pops up.
  6. Category: Click on “Category” to place your ticket in the right category.
  7. Description: Write the problem here. For example, “Door to office A128 is damaged and needs to be replaced”. 
  8. Resolution: This is what you did to solve the problem. For example, “Damaged door to office A128 was replaced with a new door”. 

Find a Ticket

Normally, tickets that are assigned to you will show up on your Dashboard. If you need to search for a ticket, follow these steps:

  1. Enter the ticket number or customer/representative name in the search bar in the top right, then hit “Enter” on your keyboard
  2. To further search, enter another term into the search bar to “search within the results”
  3. Once you’ve found your ticket, view it and make any adjustments you need
  4. To return to your normal dashboard view, click the “x” right next to the search bar in the top right

That’s it! Those are the basics for using iSupport. There are many advanced features you can use, so once you’ve mastered these basics, contact training@hartnell.edu for additional training and support! 

iSupport flex documentation: This page is for Hartnell faculty who use iSupport to document flex hours.

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