The DoIT Technology Support Center is looking to hire additional consultants to work during the Fall. Please see our job description below and visit our job posting on UMBCWorks to apply. (Search for TSC Student Consultant.)

TSC Student Consultant Job Description

Technology Support Center (TSC) student consultants are the first points of technical contact for the UMBC community and those who do well often go on to work in other areas of the Division of Information Technology (DoIT). Minimally, consultants are expected to provide initial triage and support for a wide-range of information technologies including accounts, hardware, instructional technologies, networking, software, telecommunications, and basic web development.

Responsibilities include, but are not limited to the following:

• Provide technical assistance to users by phone, online and in person;
• Answer TSC phones in a professional and courteous manner;
• Create, update and resolve tickets in the Request Tracker (RT) ticketing system;
• Create, update, suggest and recommend relevant FAQ articles to users (www.umbc.edu/faq);
• Provide direct assistance to users on technical issues they cannot easily resolve on their own;
• Complete in-person or online training about quality support as defined in umbc.edu/go/ticketrubric;
• Respond to all work-related communications in a timely manner;
• Escalate urgent problems to the Full-Time staff, as appropriate.

Required Skills and Experience

• Demonstrated ability to effectively communicate by phone or in person.
• Demonstrated writing ability.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
• Demonstrated analytical and troubleshooting skills.
• Ability & willingness to learn coupled with a clear understanding of one’s technical abilities, so as to triage and escalate an issue that leads to an effective solution for the user.

Andrew Gribben (pictured at right), Specialist in Undergraduate Admissions and Orientation, recently helped assist his colleagues in switching to Duo two-factor authentication as part of DoIT’s upcoming two-factor authentication requirement for faculty and staff with Peoplesoft access above “self-service” functions such as timesheets, etravel requests, etc.

Andrew demoed Duo during a staff meeting including having someone sign up in real time. He helped ease the transition to Duo by making himself available to walk staff through the sign-up process, as well as, answer any of their questions. When asked about what helped his group the most, Andrew says he targeted those who were skeptical or concerned before the rollout to the entire group. "This helped ensure a smoother process overall."

To help make sure your office’s rollout goes smoothly, Andrew and DoIT recommend the including the following to help your department’s rollout go smoothly:

• Demo Duo live to show not only how it works but how to sign up.

• Leverage the Duo FAQ collection to help users

• Send out email reminders encouraging users to sign up.

• Be available to offer 1 on 1 support to staff if necessary.

Once again, DoIT strongly encourages all faculty and staff to enable Duo 2FA now, but all employees with PeopleSoft access will be required to do so (staff by 12/31/18, faculty by 9/1/19). After these dates, DoIT will automatically enroll required employees into Duo. DoIT will also provide a “count-down” weekly reminder 90 days before the relevant deadline.

Click here to learn how to activate Duo today.

Additional information about Duo two-factor authentication is available in the FAQs.

If you have further questions, please contact the Technology Support Center by either submitting a support request at my.umbc.edu/help or calling (410) 455-3838.

Currently, two DoIT student staff members are -- or will be -- leading both UMBC student governments.

Last week, Collin Sullivan (pictured at right), an Economics and Information Systems double major, and instructional technology student consultant, was elected President of the undergraduate Student Government Association (SGA). He joins Roy Prouty, a Computer Science graduate student, and high performance computing (HPC) student consultant in Enterprise Infrastructure Support (EIS), who is completing his tenure as President of the Graduate Student Association (GSA).

Google has announced a new design and several new features for its Gmail platform focused on helping users work safer, smarter and more efficiently.

New features include:

• A more powerful inbox Archive, delete, mark as read or unread, and snooze messages to a later date directly from your inbox. You can even view attachments all without needing to open up the message.

• Nudge reminders Gmail can now proactively remind you to follow up or respond to messages.

• Confidential Mode Set expiration dates, restrictions on forwarding, downloading, or copying contents of an email, or require the recipient to enter a password sent via SMS before gaining access to the email.

• The New Side Panel Quickly reference, create or edit Calendar invites, capture ideas in Keep or manage to-dos in Tasks all from a side panel in your inbox.

• Smart Replies Respond to messages faster by using one of Google's suggested responses.

To try out the new design and features, go to Gmail’s Settings (the gear icon) and click  “Try the new UMBC Mail.” 

If you decide you aren't quite ready to stick with the new design, you can switch back to the existing design from the Settings menu by clicking “Go back to classic UMBC Mail.” However, be aware that Google will be moving forward with this design and will remove the ability to return to the existing design at a later date.

Learn more about the new features or read Google’s full announcement.

UPDATE: To get past the start of Fall 2019, faculty with PS access will be required to upgrade to Duo by 9/30/19.

As part of ongoing efforts to keep the campus safe online, the Division of Information Technology (DoIT) has partnered with Duo Security for 2-factor authentication (2FA), which DoIT staff have used for several years. Given UMBC employees’ obligation to protect sensitive, personally identifiable information, all UMBC staff members with access to Peoplesoft (PS) will be required to use Duo by the end of the year 2018. All faculty members with Peoplesoft access will be required to do so by Fall 2019. This will apply to any online UMBC service requiring a login, except for current, “self-service” functions such as timesheets, etravel requests, etc.

Duo 2-factor authentication (2FA) greatly increases the security of your account by adding an extra layer of protection to the login procedure. With Duo 2FA, your account will require you to have a second-factor device physically unique to you, such as a smartphone, your office phone, or even a tablet in your possession to log in. When you log in, your second-factor device will prompt you to approve your online login. Without approval from your second-factor device, any fraudulent attempts to log into your account are denied, thus preventing anyone who shouldn't have access to your account from getting to your data.

However, you don't need to have PS access or even wait until the various deadlines to get started! In fact, DoIT strongly encourages all faculty and staff to enable Duo 2FA now. Required employees who choose not to enable Duo 2FA by the deadlines above will be automatically enrolled on those dates. DoIT will also provide a “count-down” weekly reminder 90 days before the relevant deadline.

Note: DoIT presented this planned rollout at the March 27 IT Steering Committee, March 29 at TechFest, at the Faculty Senate Computer Policy Committee (CPC) on April 25, and will do so at Professional Staff Senate (PSS) meeting before the end of the term as well.

Click here to learn how to activate Duo today.

Additional information about Duo two-factor authentication is available in the FAQs.

If you have further questions, please contact the Technology Support Center by either submitting a support request at my.umbc.edu/help or calling (410) 455-3838.