See our Frequently Asked Questions (FAQs) about Remote Hybrid Work below.

Can't find what you're looking for here?

• If you need help with Multi-Factor Authentication (MFA), see our Multi-Factor Authentication (MFA) FAQs.
  
• If you're looking for help with Single sign-on, see our Single Sign-on (SSO) FAQs.
• If you need help, please contact the ITS Help Desk.
  

Table of Contents

• Frequently Asked Questions (FAQs) about Remote Hybrid Work
• What is AR 7280 and where can I find it?
  
• Will ITS provide us with devices (e.g., laptops and tablets) for remote work?
• Will ITS configure my personal devices for remote work?
• What apps can I access remotely?

• What recommendations does ITS have for Remote Work Data Security?
• Keep District provided computers updated
• Don't use personal accounts for District business
• Use Multi-Factor Authentication (MFA)
• Enable a screen lock on the computer when not in use
• Ensure your home wireless router and network are secure
• Communication and collaboration tools to perform Remote Work

• Frequently Asked Questions (FAQs) about Terminal Session
• Common Terminal Session Issues
• I am unable to login to the Remote Portal.
• Check the website address
• Check your credentials
• Check your web browser
  
• I'm seeing error messages that say "Internal State Error," "Unable to connect," or "Failed to contact server."
  
• What devices are compatible with Terminal Session?

• Frequently Asked Questions (FAQs) about International remote access
  
• What are the guidelines & restrictions on International access?
  

Frequently Asked Questions (FAQs) about Remote Hybrid Work

What is AR 7280 and where can I find it?

AR 7280 is the name of the Remote Work Agreement that outlines the policies and procedures for remote hybrid work. It was approved and adopted by the Rancho Santiago Community College School District on June 5, 2023.

• The agreement can be found here: AR 7280 Remote Work Agreement
  
• The form can be found here:   AR 7280 Form

The AR 7280 Form outlines the following:

• Rules for your workspace, what equipment you need, and how to access technology
• Your work schedule
• When and how the agreement will be reviewed
• Safety rules and practices for working from a different location
• Keeping work data secure when working remotely
• NOTE:  See our FAQs for What recommendations does ITS have for Remote Work Data Security?
  
• A list of any equipment the District has loaned to you.
• A place for your Vice President/Assistant Vice Chancellor, your supervisor, and for yourself to sign, showing you all agree to everything in the form.
  

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Will ITS provide us with devices (e.g., laptops and tablets) for remote work?

Per the AR 7280 Remote Work Agreement:

• "Employees understand that there are lead times and costs associated with the procurement of technology equipment."
• "Employees and Supervisors should ensure their area has the appropriate budget to fund technology equipment required for remote work and be cognizant of delivery and setup timelines prior to the start of a Remote Work Agreement."
• "Employees must request the equipment and supplies necessary to perform their job from their supervisor. Employees that purchase and use any equipment and/or supplies without prior approval will not be reimbursed. The District is not liable for damage to employee-owned equipment used in remote work."
  

Will ITS configure or troubleshoot my personal devices for remote work?

Per the AR 7280 Remote Work Agreement:

• "Employees understand that District ITS technical support will only be provided for District-owned equipment and only while they are on a District site. Technical support for employee’s personal devices and equipment are the responsibility of the employee."
  

Additionally:

• "Employees must use district issued computers or tablets while working remotely to guarantee the security, accessibility, and functionality of systems and technical resources.
• The use of personally owned computers or tablets may only be granted with the approval of Information Technology Services and the employee’s supervisor.
  

How do I receive technical support for District-provided equipment?

Per the AR 7280 Remote Work Agreement:

• "Technical Support will be provided to remote work employees only for District-owned equipment."
  
• "Employees in need of technical support must contact District ITS and may be required to bring the equipment to their District Worksite."
• "If the employee needs specialized technical support beyond the types of technical support normally provided by the District to all employees, the employee must purchase private technical support."
• "In the event of delay in repair or replacement of equipment, resolution of technical issues or any other similar circumstance making it impossible for the employee to work remotely, the employee may be required to work from their District Worksite until the issue is resolved."

What recommendations does ITS have for Remote Work Data Security?

In AR 7280 there is a section for "Remote Work Data Security", where the employee agrees to some additional responsibility to ensure device and data security.

Below are some specific tips to help you meet this responsibility.

Keep District provided computers updated

Responsibility:  "District provided computers are professionally maintained with regular operating system and application updates, and advanced malware and adware protection software."

Suggestion:  The ITS team suggests you should bring your school-issued devices to school at least once a month. This helps your device connect with the school's network, get the latest antivirus and Windows updates, and stay linked to the RSSCCD.org domain.

Don't use personal accounts for District business

Responsibility:  "Not to use any personal accounts for District business. All district document creation and email will be done using the District’s provided email accounts and district licensed productivity and enterprise software," "I understand that using personal accounts for District business makes those accounts discoverable and in scope for public records requests;" and  "Save any District work on District provided cloud or network storage locations," and "Not transport or save any District data on a thumb drive, portable hard drive, or any unsecured device."

Suggestion:   ITS strongly discourages you from signing into your personal accounts (e.g., Gmail, Netflix, etc) using your District issued device.  This makes your personal accounts subject to discovery for public records requests!

Instead, please use your Microsoft Office365 account for saving documents online with OneDrive and checking email with Outlook. 

Use Multi-Factor Authentication (MFA)

Responsibility:  "Use multi-factor authentication (MFA), which protects user identity by requiring two forms of authentication."

Suggestion:  See our Multi-Factor Authentication (MFA) FAQs for guidance on using MFA with Single sign-on (SSO).

Enable a screen lock on the computer when not in use

Responsibility:  "Enable a screen lock on the computer. This is to ensure that other persons living in the household can not view or alter data if the computer is left unattended and unlocked. It is suggested that a password protected screen lock is used after fifteen (15) minutes of inactivity," and "Not leave any District information (e.g. open on a computer screen or printed documents) unattended."

Suggestion:  Below are steps for how to manually enable a screen lock from your computer when it's not being used.

• On your keyboard, use the Windows Key + L to lock your screen.
• Alternatively:
1. Click on the Start Menu
2. Select your account picture on the side of the Start menu
3. Select Lock.

 

Ensure your home wireless router and network are secure

Responsibility:  "Ensure the wireless router and network are secure. Replace the default router administrative password with a strong password on the router configuration interface, and ensure the router’s firewall is active. Update the router software regularly. Configure the wireless network to use a secure protocol. If the router supports WPA3, use this protocol, otherwise select WPA2. Remember that the Wi-Fi password should be strong, and that password length is the most important factor when creating a strong password."

Suggestion:  Sorry, but ITS can't directly assist you with changing settings on your home internet router.

We recommend reaching out to your Internet Service Provider (ISP)—they're the company that gives you your internet service—for help with this.

Communication and collaboration tools to perform Remote Work

Responsibility:  "I have the required communication and collaboration tools needed for me to perform my work. Examples listed below:  1. Zoom, 2. Teams, 3. Email - Outlook, 4. Cranium Café, 5. Jabber"

Suggestion:  Refer to our User Guides below for each of these resources:

1. Zoom: 
• ConferZoom Starter Guide:  This guide shows how to register an account for a ConferZoom educational
  license, and how to manage your existing account (so your meetings are longer than 40 minutes).
  
• How to Avoid the "ZoomBomb" (Secure Zoom Meeting Tips):  Guidance on how to keep your Zoom software updated, and tips on how to minimize unwanted disruptions to your Zoom meetings.
  
2. Microsoft Teams:  
• Microsoft Teams Usage Guide:  The following guide details how to login, download and install Microsoft Teams, and how to use use the chat, video, screen sharing and file
  sharing functions
  
3. Email - Outlook:  
1. Exchange Online Migration FAQs:  See our Frequently Asked Questions (FAQs) on the recent Exchange Online Migration, where our email system has moved to Office365.   For webmail you'll use https://outlook.office.com. 
   
2. Microsoft Outlook for iOS and Android Mobile App Guide:  This guide shows how to setup the Microsoft Outlook App on your Android or iOS mobile device.
   
4. Cranium Café:  
1. NOTE:  Cranium Café is not manged by ITS. 
2. Please contact the Cranium Café user administrator for your campus for guidance on how to use this app.
5. Cisco Jabber:
• Cisco Jabber Usage Guide:  Cisco Jabber is a software client that allows you to use your District phone line(s)
  to send/receive calls, check voicemail, and access other phone-related featuresfrom your desktop or mobile device.

Common Terminal Session Issues

Check the website address

If you try to login and the page keeps refreshing to the login page, try to Clear your web browser cache and cookies, or use a different web browser.

Compatible web browsers with the Remote Portal include Google Chrome, Microsoft Edge, and Mozilla Firefox.

I'm seeing error messages that say "Internal State Error," "Unable to connect," or "Failed to contact server."

What devices are compatible with Terminal Session?

For remote work through the Remote Portal while using Terminal Session, only Windows devices are currently supported.

This means you will need to use a Windows device for both ends of the remote connection - for example, a Windows laptop while working remotely, and a Windows desktop that you're connecting to at your workplace.

If you're using a Mac or Chromebook, either as your remote device or as the device you're connecting to on campus, you will not be able to connect using the Remote Portal. In this case, you would need to obtain a Windows device for both ends of the connection.

For more information, refer to the Terminal Session User Setup Tips.

Frequently Asked Questions (FAQs) on International remote access

What are the guidelines & restrictions on International access?

The guidelines for requesting International Access to Technology resources can be found on the provided intranet link for International Access to Technology Resources

In summary, if you require Terminal Session access while working outside of the United States, you will need to submit a ticket to the ITS Help Desk.

This ticket should specify the countries you'll be traveling to and the dates of travel in each country. This information is needed so a firewall change request can be submitted, which will allow you to access the Terminal Session resources while working abroad.