2020 Archdiocese of Atlanta Employee Policy Manual/September 2020 - Manual / Resource - Page 50
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for review. As a best practice, “Never plug unknown flash drives into your computer (work
or personal).
AoA users must ensure that the mobile computing device provided by the AoA is
protected from theft or unauthorized removal at all times that the device is not in their
immediate possession. AoA users are required to use the security features provided with
the mobile device to prevent unauthorized access to the device. This includes ensuring that
a password is set on the device. Should the device leave your control at any time (i.e.
stolen, misplaced, lost, etc.), the user should report the incident to the Office of Information
Technology as soon as possible.
Violations of this policy, including breaches of confidentiality or security, may result in
suspension of electronic communication privileges and disciplinary action up to and
including termination and civil and criminal penalties under state and federal laws.
Administrative
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Hours of Operation / Phone Number. We provide coverage from 8 AM to 4 PM Monday
through Friday. We are not staffed to remedy issues during the non-coverage times. You
are encouraged to submit a ticket at this address https://help.archatl.com . IT will respond
as quickly as possible on the next business day. Though the IT’s main department line can
be used for “true emergencies”, please note that it is currently not monitored full time and
the IT department may be delayed in responding to you. If you are onsite at the Chancery,
it is best that you visit the IT department on the 3rd floor (North wing) in the event of an
emergency.
In an effort to better track and organize IT-related requests, we are requiring all users to
begin submitting their requests into the ticketing system by following the steps below:
Users can refer to communique article https://communique.archatl.com/wpcontent/uploads/HelpdeskInstructions2.pdf for a complete systematic procedure or go
directly to http://help.archatl.com/ and submit a ticket.
o Submission of tickets by this method will help to better track and organize IT
related requests.
o Users should refrain from calling our hotline number directly and/or walking into
our office when requiring assistance. As we try to work from a “First come, first
served” basis to be most fair, these two methods of reporting a problem are
reserved for emergency use only.
AoA IT Department Red Banner Announcements. Users are encouraged to visit this site on
our helpdesk page to view information related to planned or unplanned maintenance or
operational events.
o Planned: Weekly IT Maintenance Window Every Thursday: The IT Department
reserves the right to perform maintenance on the network and its systems each
Thursday evening between the hours of 8pm and midnight.
o Unplanned: Typical announcements could related to email delays or technical
issues related to external resources.
Copier/Printer Support /SOS / Toner. Our third-party service contractor, Standard Office
Systems (SOS), provides maintenance support and replacement toner for printers here in
the Chancery. Each piece of equipment supported will have an SOS Tag affixed to the unit
with a five digit number code on the tag (i.e. 28952). In order to get toner, submit a ticket
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