Onboarding

Automatic Office 365 Mailbox Provisioning

An Office 365 mailbox will be automatically provisioned on the first day an eligible user's EID affiliation becomes "Future Employee", allowing technical staff additional time to complete onboarding tasks. Questions regarding this provisioning process can be directed to the ITS Mail Team.

Additional information on Office 365 mailbox eligibility is available here.

Documentation related to all the available email offerings, including UTMail accounts is also available.

Onboarding Tasks for Desktop Engineering

Crashplan

DSS, DSS-STA, DE

Since the migration to Crashplan Cloud, new users will have accounts created automatically when their EID affiliation becomes "Current Employee".

For new LAITS employees that need admin access to our Code42 organization:

1. Navigate to the Crashplan Console
2. In the search field, enter the new user's EID
   1. For some users, you may need to enter their IID, i.e., <EID>@eid.utexas.edu
3. Once you've located the new user, confirm that they're a member of the "COLA" organization
   
   1. "COLA" is the top-level organization for the units supported by LAITS
   2. If they are not in the "COLA" organization, click the gear icon in the upper-right corner and select "Change Organization", then select "COLA" and click "Move"
4. Click the gear icon in the upper-right, then click "Edit..."
5. In the "Roles" tab, add any roles required so that the "Current Roles" pane contains the following:
   
   1. Admin Restore
   2. Org Admin
   3. Desktop User
   4. PROe User
6. STA's in the "Roles" tab, add any roles required so that the "Current Roles" pane contains the following:
   
   1. Admin Restore
   2. Push Restore
   3. Desktop User
   4. PROe User
7. Click "Update User" to save these changes

O365 Teams

DSS, DSS-STA, DE

1. Add member to LAITS Computer Support

Elevated Account (COLAITS-EID)

DSS, DSS-STA, DE

Jamf Duo Alias config

DSS (Leads, Level 3s), DE

Email request here: mfateam@utlists.utexas.edu "We need Duo aliases setup for the following COLAITS accounts linked to their EID counterparts".

Active Directory Group Memberships

DSS, DSS-STA, DE

Both the user's standard EID account and their elevated account need to be added to Active Directory (AD) groups to be granted necessary permissions.

For both standard and elevated accounts:

1. Login to the Remote Apps server using Remote Apps or RDP
2. Launch the "Active Directory Users and Computers" application

For standard accounts:

1. Search for the user's EID, then right-click them and select "Add to a group..."
2. If the user is a DSS FTE, add them to the following:
   1. COLAITS-DSS
3. If the user is a DSS STA, add them to the following:
   1. COLAITS-DSS-STA

For elevated accounts:

1. Search for the user's elevated account, then right-click them and selected "Add to a group..."
   1. Most user's elevated accounts will be in the form of COLAITS-<EID>
2. If the user is a DSS FTE, add their elevated account to the following:
   1. COLAITS-DSS-Admin
3. If the user is a DSS STA, add their elevated account to the following:
   1. COLAITS-DSS-STA-Admin

For Ryan's Inventory and Deployment STA's

1. COLAITS-Inventory-Team | COLAITS-DSS-Admin |COLAITS-DSS-STA-Admin | COLAITS-DSS-STA

Stache

DSS, DSS-STA, DE

1. Login to Stache
2. Add user as a "Reader" to the following folders:
   1. Student workers: COLAITS - STA
   2. Desktop Support: COLAITS - DSS
   3. Desktop Engineering: COLAITS - DE

Wiki Access

DSS, DSS-STA, DE

1. Click "Space tools" in the bottom-left corner of any wiki article
2. Click "Custom Space User Management"
3. Select the appropriate group
   1. DSS FTEs should be added to "LAITS-Staff"
   2. DSS STAs should be added to "LAITS-Students"
4. Click "Add users"
5. Enter the user's EID and click "Add"

UTBox Folders

DSS, DE

1. Login to UTBox using the LAITS account (ACTS Account)
   
   1. Credentials are in Stache in "COLAITS Box" entry
2. Add user as an "Editor" to the following:
   1. ATS-CSUs
   2. ATS-Desktop Support
3. If additional folders are needed, they should be specified in the onboarding ticket

O365 Resource Admin Tool

DSS, DE

1. Login to the Office365 Management portal
2. In the "My Services" tab, click on "Distribution Group Management"
3. Select "DL-LAITS-O365-Admins" from the list
4. In the "Members" section, enter in the user's EID and click "Add"

Adobe Admin Console for DE Team members

DE Members need to be added to O365 Mgt DL's (ie: O365-ECS1-Management)

Onboarding Tasks for Desktop Operations Manager

ServiceNow ticket to LAITS-Desktop-Engineering

1. Create New INC
2. Use 'DSS Onboard' Template 
3. Edit all [fields in brackets]
4. Send INC# and start date to #desktop_engineering Slack channel

ServiceNow ticket to ITS-Systems-Active Directory

1. Create New INC
2. Use 'DSS Onboard AAD Entitlement' Template 
3. Edit all [fields in brackets]

ServiceNow ticket to LAITS-Server

1. Create New INC
2. Use 'DSS Onboard Bootstrappr' Template 
3. Edit all [fields in brackets]

ServiceNow ticket to LAITS-Deployments

1. Create New INC
2. Use 'DSS Onboard Computer' Template 
3. Add new employee to the 'Requested For' field
4. Edit all [fields in brackets]
5. Send INC# and start date to Ryan Vogel / Lifecycle team Slack

Add to support_fte_mailing_list UTList

1. https://utlists.utexas.edu/sympa/my
2. support_fte_mailing_list>Add/delete subscribers

Add to Amazon Connect

Onboard/Creating Accounts

1. Log in to Amazon Connect
2. Navigate to user management
   1. 
3. Add new users > Create and setup a new user > 
   1. login name: employee EID
      
      1. All other details as appropriate, use the employee's austin.utexas.edu email address 
   2. Phone type: Softphone
      1. Make sure "Auto-Accept Call" is unchecked
      2. Set ACW timeout to 360 seconds
   3. Profiles
      1. Security profile, as appropriate
         1. We primarily use "Agent", "Admin", and "Trainee"
         2. The "Trainee" profile allows STAs and new DSS to monitor live conversations in order to shadow
      2. Routing profile
         1. Select the "LAITS Voice/Chat/Student Chat" routing profile
         2. The Remote Lead profile puts the agent on lower priority (sends calls to others first, if available) 
   4. Security and Routing profiles can be edited from the "Users" menu
   5. Click save in the bottom left, then follow the prompts to finish creating the user
   6. Password
      1. Create a dummy password for the new account.
      2. The new user can visit the LAITS Amazon Connect homepage and click the "Forgot Password?" link to reset the password and gain access to the account. 

Add to Slack

1. Navigate to https://laits.slack.com/admin 
2. Select "Invite People"
3. Add the new employee's @austin.utexas.edu email address.
4. Navigate to User groups
5. Select Edit User Groups
6. Add DSS FTEs to the @dss user group
   1. Select User groups from the left sidebar. 
   2. Select the Edit User Groups. 
   3. Click on a user group, then select Edit Members.
   4. Add the new DSS and select "Save". This will add the new DSS to the correct default Channels.

Add to Redcap

1. Add to appropriate projects: 

   LAITS Available Computers

   LAITS Surplus Equipment

   LAITS Loaner Laptop Pool

   LAITS Self Tagging Template

   LAITS DSS Assigned Laptops

   LAITS Customer Printers

   LAITS Usable Cable List and Network Closet Information

Order Name Tags (FTE Only)

1. Send email with FTE name & title to Frontdesk@la.utexas.edu

Add to Instructors in Rooms Tool

1. Navigate to https://utdirect.utexas.edu/apps/cola/rtk/instructors_in_rooms
2. Select "Manage Authorizations". Note: Only admins may access this. Ask your supervisor if you need access.
3. Enter the eid of the person you want to grant access, then select "Add an Authorization"

Add to DL-LAITS-DSS-FTE Distribution Group (FTE Only)

1. https://www.austin.utexas.edu/Office365Management/
2. Scroll to Distribution Group Management section and select DL-LAITS-DSS-FTE
3. Enter new staff's EID or Email Address and Add as Member

EID Admin Tool access

1. Email eidteam@utlists.utexas.edu - request access and mirror permissions of existing DSS FTE
   1. https://idmanager.its.utexas.edu/eid_admin/

Canvas Training

1. Log in to Canvas: https://canvas.utexas.edu/
2. Navigate to LAITS Support Training

3. Click the People link.

4. Click the Add People button.

5. To add a user by UT EID, select the UT EID  button. This is the preferred method as users may have more than one email address, but they should only have one UT EID.

6. In the text field, enter the UT EID for the user. You can copy and paste multiple EIDs at one time by placing a comma or line break between EIDs.

7. In the Role drop-down menu, assign the new staff as a student.

8. The new staff's name displays in the page Click the Add Users button.

Add to Box Drive Blueprint Folder

1. https://utexas.app.box.com/folder/141618148945?s=rl6g66awfer8h5c55ha2e2777bn2susc

ServiceNow Group Membership

Adding new worker to these assignment groups will flood their inbox with emails. It is best to wait until their first or second day to complete this onboarding task. There are instructions for them to adjust their ServiceNow notifications in the LAITS Support Training course in Canvas.

1. Add/Remove members from existing Assignment Groups on the Business Service page using the Group and User Management request form. 

Template:

Hi team,

Can you please add (eid) to the following assignment groups?

LAITS-Triage
LAITS-Desktop-SEA
LAITS-Deployments
LAITS-Desktop-UTA
LAITS-Desktop-NUR
LAITS-Desktop-PAR
LAITS-Surplus
LAITS-Provost
LAITS-Desktop-SSW
LAITS-Remote
LAITS-Remediation
LAITS-Desktop-RLP
LAITS-Desktop-Off-Campus

Thank you!!

Driver Training (STA Only)

Email the Front Desk with a request for student employees to be registered for Driver Training. Include the student's UT email address and EID. Send the following link to student employees with training information. https://utexas.box.com/s/073ujoro7hgj2vii3qpm15gfwp8uyw7f

FTEs are instructed to submit their own request for driver training as part of the Canvas training. 

Enroll in NEWO (Only FTEs not transferring from a full time UT position)

New staff can be enrolled by:

1. Log into UTLearn
2. Enter NEWO into search bar
3. Click "Assign" under "PN 1000 - New Employee Welcome and Orientation (NEWO)"
4. "Select Session" and find the next available
5. Click the arrow next to 'Register' and click 'Assign'
6. Select new staff from list and Submit

BACS Access

Email Kristina Mendez & Julia Fasel (ECS1 & OIR1 BACS managers) requesting access to the 4th, 6th, & 7th floor elevator doors.

For SEA Building fill out this form: Request Keys or ID Card Access

Email Julie Nodine requesting access to FAC 21B, RLP, and the WCP Skybridge

LAITS Appointments Bookings Access

1. Navigate to https://outlook.office.com/bookings/staff
2. Add staff
3. Input details and set Role to Administrator

TSC Tools access & clearing quarantines (FTE Only)

1. Grant ReadOnly permissions to new staff. - Instructions here
2. Email the networking team or ask in #networking Slack channel to Request TSC Tools training.
   1. Consider inviting all DSS for a refresher or doing these during a weekly DSS meeting
3. Upgrade permissions to ReadWrite following training.

AV Support Intro

1. Slack #classroom-av channel to schedule a 30 minute Classroom AV meeting with new DSS & AV Support FTEs

LastPass Access retired

To be completed by a LastPass admin (DSS Manager or Desktop Engineering team)

Desktop Engineering members should be made Admins. Full time DSS should be onboarded at hire.
Desktop Support Students should only be added after being trained and approved of by full time DSS, not by default at hire. 

1. Go to https://lastpass.com/company/#!/dashboard and log in to access the Admin Console
2. Go to Users > Add Users
3. Enter the  austin.utexas.edu email address of the user
4. Uncheck the "Notify Existing Users" box to prevent an email being sent out to everyone
5. Click Add User
6. Go to Groups and add the user to the appropriate groups
   1. IF YOU DO NOT ADD THE NEW USER TO A GROUP, THEY WILL NOT GET ACCESS TO ANY PASSWORDS

Schedule 30, 60, 90, & 135 Day Reviews (FTE Only)

https://hr.utexas.edu/manager/pm/managing-probationary-employees

Offboarding

Offboarding Tasks for DSS Manager

Notify Front Desk and Assistant Director of LAITS Computer Support

1. Send an email to Frontdesk@la.utexas.edu and the cc Assistant Director of LAITS Computer Support
2. Include DSS's final date of employment.

Collect University-owned items

• Computer
• Keys
• ID Card (only FTEs not transferring within the University)

Remove from Slack

Front Desk should handle this once you notify them. This is just in case you want to double check it)

1. Navigate to https://laits.slack.com/admin
2. Search for the exiting worker
3. Click three dots corresponding to the worker "..."
4. Select "Deactivate Account"

Remove from support_fte_mailing_list UTList

1. https://utlists.utexas.edu/sympa/my
2. Find support_fte_mailing_list (for DSS) OR laits-dss-sta (for STAs) and click 'Review members'
3. Click the checkbox next to the DSS to be removed, then click 'Delete selected email addresses'

Schedule & Conduct Exit Interview (FTE Only)

1. Invite departing staff to Exit interview on their last day. Share exit interview questions and link to HR's Employee Separation Checklist in the invite.

ServiceNow ticket to DE

1. Create INC to notify DE of departure

ServiceNow Group Membership

1. Add/Remove members from existing Assignment Groups on the Business Service page using the Group and User Management request form. 

BACS Access

*Workers leaving the university will lose access to these spaces when they turn in their ID card.

Email Kim Bates, Kristina Mendez & Julia Fasel (ECS1 & OIR1 BACS managers) requesting to remove access to the 4th, 6th, & 7th floor elevator doors.

Email Liz Myrick (or SEA building manager) requesting to remove BACS access to exterior SEA doors.

Email Julie Nodine requesting to remove access to FAC 21B.

Remove from Wiki contact page

1. https://utexas.atlassian.net/wiki/x/xIGaB

Remove from Amazon Connect

1. Log in to Amazon Connect
2. Navigate to user management
   1. 
3. Check the box next to the user's name and click remove
   1. 

Remove from LAITS Appointments Bookings

https://outlook.office.com/bookings/staff

Remove From Instructors in Rooms Tool

https://utdirect.utexas.edu/apps/cola/rtk/instructors_in_rooms

Remove from DL-LAITS-DSS-FTE Distribution Group (FTE Only)

1. https://www.austin.utexas.edu/Office365Management/
2. Scroll to Distribution Group Management section and select DL-LAITS-DSS-FTE
3. Select departing DSS and click on "Remove selected member"

TSC Tools access & clearing quarantines (FTE Only)

Instructions here

Remove from Redcap

1. Remove from appropriate projects: 

   LAITS Available Computers

   LAITS Surplus Equipment

   LAITS Loaner Laptop Pool

   LAITS Self Tagging Template

   LAITS DSS Assigned Laptops

   LAITS Customer Printers

   LAITS Usable Cable List and Network Closet Information