Fall 2024 UIT Update

Update to Tech Support Phone Service

Due to contractual changes with Ellucian and an increase in the cost of Ellucian support, the phone support for the IT help desk (777-2222) has been transitioned back to UIT. This transition is in response to feedback from the community and is intended to provide quality support while being mindful of costs. To maintain a 24x7 call service, Ellucian will continue to handle after-hours calls and overflow for incoming calls when UIT technicians are unavailable.

Tech Support Hours of Operation

“Talk to the Hawk” AI Chatbot for Tech Support

Talk to the Hawk, the AI Chatbot for tech support, is now available to all UND community members. Talk to the Hawk has been trained to assist you with various IT-related inquiries and issues. This innovative tool leverages the latest in conversational AI technology to provide you with instant, reliable assistance.

How to Access “Talk to the Hawk”:

You can access “Talk to the Hawk” via our main tech support webpage. It’s available 24/7, ensuring you have support whenever you need it.

What Can “Talk to the Hawk” Do?

“Talk to the Hawk” can assist you with a variety of IT-related issues, including:

· Connecting to the UND wi-fi network

· Resetting passwords or assisting with account recovery

· Navigating IT services and resources

· Creating support tickets if your query requires further assistance

We encourage you to interact with “Talk to the Hawk” and experience the benefits of AI-powered support firsthand.

Classrooms Technology Refresher

If you would like to have a technician give you a walkthrough of the technology available in your classroom, please submit a Room Technology request using the following link: https://und.teamdynamix.com/TDClient/2048/IT/Requests/ServiceDet?ID=28693

If you would like to see what the various classrooms look like around campus, we have pictures of many of the classrooms on the following website and Google Streetview: https://campus.und.edu/campus-services/uit/classroom_layouts

Office 365 in Classroom / Lab

Due to many requests from faculty, Office 365 (with device-based licensing) will be rolled out to classrooms/labs in the coming week. This means the same Office 365 features you enjoy on your UND-owned computer can also be utilized within UND classrooms and labs. Device-based licensing from Microsoft will ensure students, staff, and faculty will not be using up any of their available Office installations while on a classroom or lab computer.

With the addition of O365, Vevox polling software can now be integrated into your in-class PowerPoint presentations.

DUO on Blackboard

During the 2024 spring break, multi-factor authentication using DUO was introduced on Blackboard for staff and faculty. At the conclusion of the spring semester, DUO on Blackboard was implemented for students. This measure was adopted across the UND community to enhance security by adding another layer of protection against potential cyber threats. The DUO integration with Blackboard functions similarly to how it operates with other software you may be familiar with, such as Office 365, Campus Solutions, HRMS, Finance, Jaggaer, etc.

Patch Monday

Over the summer, UIT implemented a new patch policy for Windows devices owned by UND. On the fourth Monday of every month at 8 am, you will receive a popup notification about the upcoming patch installation. This proactive measure is designed to enhance the security and stability of the UND campus. Keep in mind that you are allowed 10 deferrals, and a restart will be required.

The patching cycle will be in September 2024.

For more information and a visual demo of the process, please refer to the following KB article: Article - Patch Management at UND (teamdynamix.com).

Transition to Windows 11

In preparation for Microsoft’s deprecation of Windows 10 in 2025, UIT has begun the process of migrating UND-owned Windows devices to Windows 11. All classroom and lab computers have been upgraded to Windows 11 for the upcoming semester.

UIT will send additional communication on the upgrading process in the next few weeks. In the meantime, if you would like to upgrade your UND-owned device, directions for Windows 11 self-upgrade can be found here: https://und.teamdynamix.com/TDClient/2048/IT/KB/ArticleDet?ID=151848