This collection of articles is designed to support ET&S staff as they return to their roles after the summer break. It covers frequently asked topics and updates on procedural changes made during the summer. These resources are intended to ensure a smooth and effective transition back to work.

This article provides information and directions for ET&S personnel providing support to users seeking assistance with campus security camera-related problems. This includes required AD group membership, VPN-related troubleshooting, problems with Wisenet Wave, and other potential security camera-related scenarios.

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 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 documents the steps to request an ADM_ Account for a new Help Desk employee.

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.

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.

Smart TVs, gaming systems and other non-browsing devices need to be manually registered for the campus Open Network. The Campus Open network is the Wi-Fi configured for this type of traffic.

Often the Help Desk will get a call reporting they manually registered their device for the campus Open Network, but it is still not connecting. There is a good chance that the device was not "fingerprinted" correctly in the NAC. This article some common devices and what settings have worked in the past.

How to look up FileVault Recovery Key for Intune Managed MacOS devices at USNH.

How to look up Admin Password for Intune Managed MacOS devices at USNH.

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).

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 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 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 instructions for USNH Help Desk staff members to install the Configuration Manager (ConfigMgr) Client on USNH devices and troubleshoot issues. SCCM stands for Microsoft's "System Center Configuration Manager." These instructions apply to USNH-owned devices which should be Domain Joined (Hybrid devices).