Guide to IT Services
As the new semester approaches, our goal in Information & Technology Solutions (ITS) is to offer the highest level of service while providing a safe and healthy environment for all. We understand this is a change from our normal in-person support and really look forward to the day when we can provide in-person support at the Mines Service Center and all other points-of-service including at everyone’s desks.
To achieve this goal –and comply with current university requirements and public health recommendations –our on-campus IT support services will be modified for fall 2020. While in-person options are more limited this semester, we have measures in place to ensure that students, faculty and staff can get the help they need when they need it.
Make Sure You're Ready for Class from Day One
Mines Service Center (MSC) | Computer and IT Support
We have shifted the MSC support from in-person only and now offer phone and live chat support. Our phone number has not changed. Give us a call during business hours at 303.384.2345.
BlasterBot is available 24/7 to answer questions and submit help requests. During the MSC hours of operation, BlasterBot has live chat agents available to help with all your support needs.
MSC Hours of Operation:
| Mon/Wed | 7 am – 9 pm |
| Tue/Thu/Fri | 7:30 am – 9 pm |
| Sat/Sun | 9 am – 5 pm |
New Security Requirements
1) MFA
All users are now required to use MFA to log on to most Mines IT resources including Canvas. If you do not have MFA on your phone or key fob device, please see this Knowledge Base article to get started.
2) New VPN for Remote Access
ITS is consolidating all remote access on a single VPN platform, Global Protect. The Viscosity and “VPN” platforms will be discontinued on September 30. Please follow the instructions here to start using the new service.
3) Report Suspicious Emails via Phish Alert Button
We have simplified the process of reporting suspicious email. Now, you can use the Phish Alert Button on your email ribbon to request a review of suspicious email. Please find more information on the Phish Alert button in this Knowledge Base Article.
You can also forward suspicious emails to phishing@mines.edu.
4) Security Awareness Training
Due to the increasing global cybersecurity threat, students will now be assigned cybersecurity awareness training each semester. Each training will consist of 4 short videos (approximately 5-minutes each) about different security topics such as how to make a secure password and how to spot phishing emails. Each video will also contain a short quiz. The training will be distributed through are training vendor KnowBe4 and will come from this URL : https://training.knowbe4.com/
All of the campus community needs to be enrolled.
5) Get Free Antivirus Software
Now you can take advantage of Microsoft Defender anti-virus software on your Mines computer for free. Defender is currently available for Windows and Mac. Find the download instructions for Windows here and for Macs here.
Mines Help Center | Knowledge Base and Service Ticket Submission
The Mines Help Center is where you can find documentation and IT support services.
The Mines Help Center is located at helpcenter.mines.edu.
Open Computer Labs
Both the CT 156 and LB 266 computer labs have been modified to meet social distancing requirements.
Library Computer Lab – LB 266
LB 266 is open during regular Arthur Lakes Library hours.
Arthur Lakes Library Hours:
| Monday – Thursday | 8:00 am – 8:00 pm |
| Friday | 8:00 am – 5:00 pm |
| Saturday – Sunday | Closed |
CTLM Computer Lab – CT156
The Computer Commons is still accessible 24/7 with a BlasterCard but every other computer has been moved to remote connection capability. Follow the signs in CT156 to find an open computer.
Canvas: 24/7 Support
Our Learning Management System (Canvas) is available 24/7. Mines students and instructors have access to immediate support from Canvas technicians 24 hours a day, 7 days a week.
Students: Chat with Canvas Support or Call 1-833-255-1554
Instructors: Chat with Canvas Support or Call 1-833-291-3239
LLC: Live Lecture Capture in the Classrooms
Live Lecture Capture technology is installed in classrooms across campus to provide students with more choices for how to attend lectures. ITS has installed Live Lecture Capture equipment in all classrooms over the summer. For more information on LLC, this knowledge base has a quick reference and signage guides for classrooms.
Live Lecture Capture (LLC) Enabled Classrooms
1600 Jackson St | Suite 140
Alderson Hall | Rooms: 130, 134, 140, 141, 151, 152, 162, 230, 262, 330, 340, 352, 430
Arthur Lakes Library | Rooms: 119, 121
Berthoud Hall | Rooms: 106, 108, 201, 203, 204, 205, 206, 222, 241, 243, 306
Brown Hall | Rooms: 125, 136, 242, 253, 269, 302, 304, 305, 306, 316A, 316B, W210, W250, W270, W280, W375, W378, W475
Chauvenet Hall | Rooms: 143, 215
Coolbaugh Hall | Rooms: 131, 209, 219, 210, 212
CoorsTek Center | Rooms: 130, 140, 150, 182
CTLM | Rooms: 102, 123, 129, 152, 223, 231, B56, B60
Engineering Annex | Rooms: 115, 117
Engineering Hall | Room 211
General Research Laboratory | Room 201
Green Center | Rooms: 110, Petroleum Hall (160), Metals Hall (180), 205, 224, 228, 200A, 200B, 200C, 200F, B30A
Hill Hall | Rooms: 202, 204, 209, 211, 251
Korell Athletic Center | Room 204
Marquez Hall | Rooms: 22, 26, 108, 122, 126, 204, 212, 222, 226, 235, 302, 310, 322, 326, 335
McNeil Hall | Rooms: 213, 214, 215, 216, 313, 314, 315, 316
Stratton Hall | Rooms: 102, 104, 105, 110, 313, 323
Student Center | Rooms: E210, E230, E250, E260, E266
Video Communications – Video and Audio Conferencing, Chat, Webinar Platform
Zoom
Zoom is the preferred platform used for remote course delivery at the Colorado School of Mines.
Zoom Support
Zoom Installation Instructions
Microsoft Teams
ITS has partnered with Microsoft to deliver a series of trainings focused on Office 365 productivity applications. Classes offered this Fall include:
- Teams Meetings L100
- Teams Breakout Rooms
- Cloud Storage – OneDrive and SharePoint L100
- Outlook L100
- OneNote L100
- OneNote Class Notebook L100
- Teams Assignments and Assessments for Education
Class times and dates are announced in the Daily Blast. Contact Josh Lawrence at jtlawrence@mines.edu for questions.
Wireless Access
The Mines Network Infrastructure & Data Services Team has about 1300 WiFi access points deployed across campus to provide network connectivity. As an Eduroam participating wireless network campus, you can also take advantage of those services.
Outdoor Wi-Fi is available from the following locations for your convenience:
Laptop Kiosks: Located in Brown and the Library
ITS has installed two laptop kiosks with 12 laptops each for checkout–one in the library and one in Brown West. More information can be found here.
How do I…
Got Funds? Check the balance and activity for all of your funds with the ‘My Funds’ Cognos report (also known as the ‘All Funds Balance Report’ or ‘AFBR’). The report allows you to review the summary balance and detailed activity of Sponsored Research, University Sponsored Research, Cost Share, Professional Development, Research Development, Foundation Gifts, School Gifts, Auxiliary and Other Departmental Cash funds with which you are affiliated. The ‘My Funds’ report generates data for all grants and funds for which you are listed as either a PI, Co-PI or Fund Financial Manager in Banner.
Access the report by logging into Trailhead and selecting ‘$ My Funds’, or via quick links here: Controller’s Office, Controller’s Office Banner Finance, Office of Research Administration (ORA), ORA Reports, ORA Manage Award. More information about the report is available at ORA Reports.
ITS recommends using Google Chrome as your browser for best compatibility with Cognos, and VPN connection is required to run Cognos reports, including ‘My Funds’, when using an off-campus network.
Self-Service (Banner)
The Self-Service (Banner) platform now offers a fresh and modern user interface, new tools and additional functionality with the latest upgrade to Banner 9. Access the new Self-Service applications under the General, Student, Faculty and Employee navigation menus in Trailhead based on your role as a faculty, student or employee.
Check out https://it.mines.edu/banner-9/ for more information about the Banner 9 upgrade. For details on Student Registration, Student Self-Service and Faculty Self-Service, visit the Office of the Registrar’s Banner 9 Self-Service page at https://www.mines.edu/registrar/ssb9/.
ITS User Support Services Return to Campus Guidelines
With ITS User Experience and Support Services (UXSS) returning to campus, we will continue to monitor and adhere to all campus safety guidelines including social distancing in our office spaces. In order to provide the safest environment possible for the UXSS team members and the Mines community, we have implemented the following safety guidelines and will be requiring any in-person support to be scheduled by appointment only.
- Walk-ins to any UXSS office are strongly discouraged.
- We will continue to default to remote support whenever possible.
- In-person sessions will be limited to:
- Appointments determined not to be solvable remotely
- Classroom issues, including AV and BYOD designated sites
In-person appointments may be limited to 15 minutes to limit exposure and all parties must follow campus mask guidelines.
- This means that personal device support may not always be feasible since the customer is expected to stay with the device.
- For hands-free computer drop-offs, we have a drop-off locker for laptops and equipment that needs servicing by User Support Staff. Please coordinate your drop-off with User Support staff.
A/V SUPPORT
We will continue providing our standard AV support. Feel free to call the MSC or use the touch panel in the classrooms to request support.
TRAINING SUPPORT
Educational technology faculty training opportunities are available, please review the current faculty educational technology training schedule .
We will continue providing our standard A/V support. However, with the addition of Live Lecture Capture technology in several classrooms and spaces, ITS is encouraging faculty with difficulties using this system to call our Mines Help Center number X2345 and a friendly ITS staff member or student consultant will assist you.
RESEARCH COMPUTING: High performance computing and cyberinfrastructure
ITS’ High-Performance Computing group maintains various HPC (supercomputer) platforms and offers support for Mines faculty and students using HPC systems in their research and academic efforts. To find out more information on available resources and services, please visit the CIARC website at http://ciarc.mines.edu/hpc