Internal ET&S documentation on services including: account management, access management, M365 Azure login, the myAccount/SSPR password tools, and MFA (multi-factor authentication)
This article has instructions for how to use the ID Proofing tool in IIQ to verify a customer's identity. Audience is tier 1 support staff at USNH and Collegis.
For use when helping a user to navigate the Accounts Management System (AMS) services.
This article details what kinds of account access incoming Applicants have at each of the campuses.
This article contains information to assist Client Services techs when helping customers with their Oracle/SQL database passwords. Regular Banner Admin Page passwords do not expire because users connect using SSO. Users who require access directly to the database must maintain their Oracle database password independently from other credentials.
The Financial Aid offices across the USNH Campuses have contracted with Dynamic Forms from NextGen Web Solutions as a method for students and families to submit documents (such as tax forms) securely instead of sending them through email. This article has instructions for Help Desk staff to assist users accessing these forms.
All USNH employees and students have access to LinkedIn Learning, an on-demand, online learning solution designed to help them gain new skills and advance their careers. This initiative supports professional development at no cost to employees or departments, will be available 24/7 using USNH single sign-on and is in alignment with our strategic initiatives of continuous growth and streamlining technological resources.
This article provides detailed information for Help Desk staff on how to support local Workday account holders, including former employees, retirees, and other non-employee users. It covers the process of account access, password reset, and troubleshooting issues related to local Workday accounts.
Here’s a guide for the USNH ET&S Enterprise Help Desk and Collegis when handling a caller who has received fake support or virus pop-up—and what to do if they may have allowed remote access.
This article contains information to assist Client Services techs when helping customers with their UNH Banner Student PROD or SETI (test) Workflow passwords.
A Pool Account is an account that is used primarily by UNH Work Study Students for access to UNH resources. The specific process for a Pool Account password change is described below.
This article provides guidance on installing the Active Directory Users and Computers (ADUC) module on both Windows 10 and Windows 11 - with instructions on pinning its icon to the taskbar for easy access, as well as running the module as a "different user" with an administrative (ADM) account.
This is a guide to the Splunk “Lockout Events (AD)” Dashboard, which includes two different reporting sections, Lockouts with Source and DC (Domain Controller), and Lockout Stats. Splunk dashboard is intended as a replacement for the PowerShell script driven lockout reporting system, which results in a CSV being published to the ET&S Help Desk Services Sharepoint.
This article has basic information about the BeyondTrust (formerly Bomgar) support console, access URLs, and login guidance. Details initial login, licensing, download and installation of the representative console. For ET&S support staff.
Details how to elevate privileges for a BeyondTrust (Bomgar) session using ADM_username credentials. Instructions for ET&S Support Staff.
This article tells ET&S Internal workers how to add a new user to a Group in Entra.
The IAM and Domain Services (AD) groups have a new process for non-primary accounts (pool, secondary, service, admin, kiosk, etc. accounts), whereby these types of accounts will be claimed using the same process as regular, primary accounts. For new non-primary accounts created going forward, they will also be able to reset/recover password using the usual process.
This article documents the steps to request an ADM_ Account for a new Help Desk employee.
This article documents the steps to request TeamDynamix technician access for a new Collegis Shift Supervisor. Shift Supervisors have TDx Technician Access to be able to view Internal KB articles, TDx tickets, and ticket attachments. Shift Supervisors are made members of both the HD Internal and Help Desk (follow-up) TDx Groups.
This article has information for Help Desk staff for assisting users whose names do not appear as they want them to in technology resources.
This article has dates for the coming R30/R44 processing for each campus, including IIQ notification and conversion dates. See full details of the process in related section on Student Off-boarding and R30/R44 processing.
This article provides information on searching for identity records using the Help Desk Interface in Sailpoint Identity IQ (IIQ). This article is meant to assist ET&S Help Desk & Desktop staff and student workers through the search process.
USNH utilizes user roles to provision the basic services that are applicable to most users. This article provides a high-level overview of the user roles and types commonly found in IIQ.
This article has instructions for Help Desk technicians to assist a customer when they did not receive their Account Claiming email when it first went out. The customer may have missed the email, it may have gone to spam, or they may not have access to the personal email address on file in their IIQ record.
This article has instructions for resetting a UNH student's WebCat security questions. These security questions are found when a user tries to request a refund from the billing tab.
This article provides information for Help Desk and Desktop technicians regarding the secured account process, both how accounts can be secured and how to assist a customer to recover their account access when the account has been secured. The Client Services part of this process takes place in the Help Desk IIQ system.
This article explains what a yellow flag on a customer's identity record in IIQ means and what technicians are responsible for doing if they see suspicious activity for that customer. This article is for USNH Client Services (Help Desk) Technicians and Collegis Technicians working in partnership with the USNH Help Desk.
This article provides information on viewing user identity records using the Help Desk Interface in Sailpoint Identity IQ (IIQ). This article is meant to guide ET&S Help Desk & Desktop staff and student workers through the screens. As of June 2023, Help Desk & Desktop workers will be using IIQ for identity verification.
This article has information about IIQ provisioning for High School students taking VLACS online courses through UNH CPSO and for VLACS faculty teaching the courses.
This documentation provides guidance for ET&S support staff to reset a user’s Microsoft MFA authentication methods within the Microsoft Admin Console.
This article is a guide to Microsoft Azure, and how to troubleshoot using your Azure admin account. For use by the Help Desk and other ETS Support staff.
This article outlines how the user roles seen in IIQ map to the roles used in the myUSNH portal (Pathify). The roles in myUSNH then control the specific content and resources a particular user sees in their myUSNH portal.
This article explains a workaround for situations where removal of Local Admin access causes a work stop situation.
This article covers several security group requirements for connecting to the KSC VPN and accessing resources remotely as an employee, student, or vendor.
Library Resources support info for UNH Alumni/ae.
How to use the internal support tool Destiny One Enrollment Manager (EM) for UNH Learn for Life and KSC Life Long Learning registration login support.
Overview of UNH Learn for Life & KSC Life Long Learning Login Troubleshooting, including links to public support articles and related internal support KB articles.
How to find Family/Group Members in UNH Learn for Life / Destiny One interface.
This article provides a quick fix to get people able to log in again, and details for how to reprovision the Windows Hello for Business (WHFB) PIN if necessary (July 22, 2025).
USNH is in the process of transitioning from Banner to Workday. Roles and jobs are handled differently in Workday. As a result, some new roles will appear in IIQ, along with some new informational buttons and datasources. This article covers the changes coming with the transition to Workday.
These instructions are for the KSC Student Xtender XPRD and XDEV databases only. All others are standard SSO.