Frequently Asked Questions

Hours of Operation and General Support 

The I&ITS office will remain closed to drop-in traffic until further notice.

The Help Desk will continue to operate remotely to support our students, faculty and staff. Staff will be available to receive inquires and support requests during the normal business hours of 7:45 AM to 5:00 PM, Monday through Friday. Support requests must be made through the I&ITS ticketing system by sending an email to help@dentistry.utoronto.ca. Urgent requests or quick inquiries can be made by calling 416-864-8123.

End users can expect to receive an initial response to help desk requests within one hour of placing a request during normal business hours. Several I&ITS staff are monitoring the phoneline for urgent requests throughout normal business hours. Unless, there are an unusually high volume of requests, end users can expect to have a staff member answer their call immediately. If, due to high incident volume, no one answers the phone immediately, a voice message may be recorded, and an I&ITS staff member will return the call with an initial response within 30 minutes.

On Premise Staffing 

The Help Desk will have very limited on-premise staff present from 10:00 AM to 3:00 PM, Monday through Friday to service hardware only. There will be no drop-in access to the I&ITS Department.

Scheduled in-department appointments will only be made if absolutely necessary and only once proper Help Desk barriers have been installed. If it is deemed to be necessary for you to enter the Help Desk area we ask that you stay within the defined floor markings.

New Student, Faculty and Staff On-Boarding Support

With the exception of the creation of ID cards, all on-boarding activities that require IT support can be done remotely. For ID cards please see the notes under Identification Photography support below.

Printer Support and Maintenance 

Support and Maintenance

I&ITS staff will continue to ensure the printers are replenished with toner as required. If a printer runs out of toner or if the printer is malfunctioning (e.g. paper jam) or exhibiting an error message we ask you to notify us of the issue by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the location of the printer and the nature of the issue. Help Desk staff will prioritize incoming printer issues and will contact the on-premise I&ITS staff member to investigate and correct the issue as soon as possible. If the issue is beyond our ability to resolve, we will place a service request with our print management supplier to schedule in a technician. We would ask that end users not resolve paper jams in the printers themselves but, rather, contact the help desk.

Faculty staff will also continue to refill paper in public printers daily. Refilling paper in printers located in offices will continue to be the responsibility of the office staff. If a public printer has run out of paper we ask you to notify us by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the location of the printer and the size of paper that requires refilling (i.e. letter, legal or tabloid).

Printer Use 

The printers have been configured to release print jobs automatically when you tap your card to avoid unnecessary touching of the menu. Before sending a print job from your computer workstation please ensure the accuracy of the document. This is particularly important for large print jobs and will avoid the waste of paper and toner.

For scanning, copying and faxing it will be necessary to use the printer’s touch screen menu system and the scanning hood. Please follow proper hand sanitizing protocol before and after you touch the printer. Hand sanitizer will be made available at all public printers.

Until the library opens for student use, we have moved one of the student printers from the Library to room 384 in the South Tower of the third floor. The door to the room will be unlocked in the morning and locked again at 5:00pm. There are two additional public printers that can be used after hours on the first floor in room 100H, opposite the Student Commons.

Classroom and Meeting Room Audiovisual Equipment and Teaching Aids

Though classroom and meeting room use has been reduced significantly, there will still be some programs using the rooms and the associated fixed audiovisual equipment or teaching aids on a regular or semi-regular basis. For complete classroom operational procedures refer to the Faculty‚Äôs guide called, ‚ÄúCOVID 19 FOD Classroom Operational Procedures‚ÄĚ.

For classrooms and meeting rooms equipped with teaching aids such as chalkboards and dry erase whiteboards, the instructor is expected to bring their own chalk or dry erase markers if they wish to use them.

For classrooms or meeting rooms that have an associated AV kits, we will be leaving the kits in the rooms. There will be no need to sign them out from the I&ITS Help Desk. Please ensure all equipment is turned off and all of the peripheral components are placed back in the kit when you leave the room. There is a laminated inventory list sheet included with the kits so you can verify all items are available in the kit when you arrive and have been returned to the kit before you leave.

Please follow proper hand sanitizing protocol before and after you touch the classroom computer peripherals and audiovisual controls. Hand sanitizer will be made available in all classrooms and meeting rooms.

If you experience audiovisual issues in any of the rooms call the Help Desk at 416-864-8123 to request assistance. The Help Desk staff will quickly try to troubleshoot the issue over the phone but if it cannot be resolved, the on-premise I&ITS staff member will be contacted to come and investigate. Help Desk staff will prioritize classroom issues as urgent. I&ITS staff will follow proper hand sanitizing protocol before and after touching the equipment. It will also be necessary to maintain physical distancing protocol while the I&ITS staff member is in the room attending to the issue.

If the audiovisual issue does not impede with the delivery of the course and does not require immediate resolution, we ask you to notify us by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the room location and the nature of the issue.

Faculty Computer Workstation Support and Maintenance in Admin Offices 

All requests to assess, configure, repair or replace a Faculty computer workstation must be made by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the location of the computer and its associated Service Tag number located on a label on the front. A service time will be scheduled, and it will be necessary for you to vacate your office for a minimum of 30 minutes while we work.  

If your computer needs to be replaced, we will also take away the old keyboard and mouse and replace them with new ones or with one’s that have been sanitized. Once a computer has been replaced any remaining work will be performed by Help Desk staff remotely. 

Strict protocols will be followed by I&ITS staff when handling IT equipment including hand sanitizing before and after servicing a computer and the donning of gloves. If we need to physically inspect or replace a computer, please ensure all ‚ÄúPost-it‚ÄĚ notes are removed from the computer and ensure you have cleared away all items that are sitting on your desk around the computer, so staff have room to work.¬†¬†

Computer Peripheral Support and Maintenance in Admin Offices 

All requests to assess, configure, repair or replace peripheral computing equipment must be made by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate a description of the equipment, its location and, if it is connected to a computer, the Service Tag number. A service time will be scheduled, and it will be necessary for you to vacate your office area while we work. Peripheral computing equipment includes, barcode scanners, label printers, radiology sensors, USB hubs, headsets, VoIP phones, secondary monitors or anything else that needs to be attached to a computer to function.

Once a piece of peripheral computing equipment has been replaced any remaining work will be performed by Help Desk staff remotely.

Strict protocols will be followed by I&ITS staff when handling IT equipment including hand sanitizing before and after servicing an item and the donning of gloves. If we need to physically inspect or replace a piece of equipment, ensure you have cleared away all items that are sitting on your desk around the computer, so staff have room to work.

Faculty Computer Workstation Support and Maintenance in Clinics 

All requests to assess, configure, repair or replace a Faculty computer workstations in clinical locations must be made by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the clinic name, the computer’s dental unit location, its associated Service Tag number and, finally, provide a contact name for someone in the clinic in case we have questions. A service time will be scheduled when the clinics are not in operation. Once the date and time have been scheduled, it will be necessary for a clinical staff member to wipe down the computer monitor with 70% Isopropyl alcohol wipes or Biotext before I&ITS staff show up. If the computer needs to be replaced, we will also take away the old keyboard and mouse and replace them with new ones or with one’s that have been disinfected. Once a computer has been replaced, any remaining work will be performed by Help Desk staff remotely. 

Strict protocols outlined by the Clinic Office will be followed by I&ITS staff when entering and working the clinics.  

Computer Peripheral Support and Maintenance in Clinics 

All requests to assess, configure, repair or replace a Faculty computer workstations in clinical locations must be made by the Clinic Team Leader by submitting a ticket to help@dentistry.utoronto.ca. In the ticket, indicate the clinic name, the computer‚Äôs dental unit location, its associated Service Tag number and, finally, provide a contact name for someone in the clinic in case we have questions. A service time will be scheduled when the clinics are not in operation, typically before the clinics open. Once the date and time have been scheduled, it will be necessary for a clinical staff member to wipe down the computer monitor with 70% Isopropyl alcohol wipes and a ‚ÄúSafe to Service‚ÄĚ tag attached before I&ITS staff can tend to it. If the computer needs to be replaced, we will also take away the old keyboard and mouse and replace them with new ones or with one‚Äôs that have been disinfected. Once a computer has been replaced, any remaining work will be performed by Help Desk staff remotely.

Strict protocols outlined by the Clinic Office will be followed by I&ITS staff when entering and working the clinics.

Portable Equipment Loans 

I&ITS will generally not loan out portable equipment until COVID restrictions have been lifted as on-premise staffing will be greatly reduced and there is not an effective way to sanitize, all equipment between use. Portable equipment includes, portable projectors, laptops, microphones, laser pointers, PowerPoint remote controls, and adapters. We recommend that academics use their own laser pointers, laptops and laptop adapters if they are delivering their teaching in-class. Alternatively, we recommend booking rooms that have a fixed projector, computer, laptop/MacBook adapters and podium microphones. With much of the Undergrad didactic courses being delivered online there should be enough fixed audiovisual equipment throughout the Faculty’s classrooms to accommodate everyone’s needs.

We understand that there we may need to make exceptions for some equipment. If this is the case, please make your request by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the date and location of the class and the type of equipment you require. We will then schedule a time for you to pick up and return the equipment to the Help Desk in room 346. Due to reduced on-premise staff and limited hours of operation you may be required to pick up portable equipment the day before your class and/or return it the day after your class.

Please follow proper hand sanitizing protocol before and after you pick up the portable equipment and after you have returned it.

Long Term Off-Premises IT Equipment Loans 

While many staff continue to work from home, I&ITS will continue to support the long-term loan of equipment when approved. This typically applies to laptops but may include other types of IT equipment when available. Before Faculty assets are loaned out for long-term home use a ‚ÄúFoD Employee IITS Portable Computing Provisioning Agreement‚ÄĚ or a ‚ÄúUse of Fixed Asset away from University Premises‚ÄĚ or form must be filled out and signed.

Managers can make an initial inquiry by submitting a ticket to help@dentistry.utoronto.ca. In your ticket indicate the type of equipment required, who it is for and when you would like to pick it up. If approved, we will have the recipient complete the form before you pick up the equipment.

Strict protocols will be followed by I&ITS staff when handling portable equipment including hand sanitizing before and after handling an item and the donning of gloves. Physical distancing will be maintained by all individuals entering the I&ITS department. We will try to use the hallway drop boxes whenever possible for the exchange of equipment.

BYOD Support 

Unfortunately, under the current circumstances we do not have an effective means to support BYOD (Bring Your Own Device). It is up to the end user to know how to configure and use their own mobile device such as Android, iPhone or tablet devices. 

Minimum Work-from-Home Computer Requirements 

Many administrative staff will continue to work from home for the foreseeable future. To ensure a secure work environment from home we recommend the following: 

Requirement 

Windows-based PC‚ÄĮ¬†

Apple Mac/macOS-based PC‚ÄĮ¬†

Operating System‚ÄĮ¬†

Windows 10‚ÄĮ¬†

macOS X‚ÄĮ¬†

Web Browser‚ÄĮ¬†

Firefox or Google Chrome‚ÄĮ¬†

Firefox or Google Chrome‚ÄĮ¬†

Processor‚ÄĮ¬†

Intel Core i5 based model 

Intel Core i5 based model‚ÄĮ¬†

RAM/Memory‚ÄĮ¬†

4 GB‚ÄĮ¬†

4 GB‚ÄĮ¬†

Storage‚ÄĮ¬†

5 GB of available space‚ÄĮ¬†

5 GB of available space‚ÄĮ¬†

Screen Resolution‚ÄĮ¬†

1024 x 768‚ÄĮ¬†

1024 x 768‚ÄĮ¬†

Connectivity‚ÄĮ¬†

Ethernet or¬†WiFi; available USB port(s) to accommodate recommended accessories‚ÄĮ¬†

Ethernet or WiFi; available USB port(s) to accommodate recommended accessories 

 

  • Operating systems and software applications must¬†always¬†be¬†kept¬†updated to the latest¬†versions.¬†

  • When critical security patches are released,¬†they should be applied immediately¬†

  • Up-to-date virus or malware¬†detection software¬†must be installed¬†on home computers¬†

  • Password complexity rules should be utilized¬†in every case¬†

  • When alternating between working at home and from the Faculty we recommend using OneDrive¬†as an effective way to easily access your files from both locations.¬†This being said,¬†confidential data such as patient information is never to be stored on OneDrive or¬†on any personal device including a home computer. This type of information is only to be accessed through remote desktop services or¬†other means deemed appropriate by the university.¬†

  • Never use public Wi Fi connections¬†

  • Ensure your home¬†Wi Fi¬†network¬†is secure using best practices¬†

  • Talk to the I&ITS department¬†for information on securing your home computing environment¬†

Identification Photography 

Student 

I&ITS will work with the University T-Card Office and the Faculty’s Student Services Office to utilize the T-Card ID photos for our Dentistry ID card. Dentistry ID cards for incoming DDS cohorts can be picked up in the Student Services Office when ready. For clinical specialty graduate students, IITS staff will leave your completed card with the receptionist in Clinic 1. For individual replacement of lost cards, Help Desk staff will schedule a time for you to pick up your completed Dentistry ID card.

Faculty and Staff ID Cards

If you require a new or replacement Dentistry ID card, submit a ticket to the Help Desk at help@dentistry.utoronto.ca. If you are new to the Faculty of Dentistry please refer to the I&ITS guide called, "ID Photograph Submission Instructions‚ÄĚ. It will instruct you on the specifications we require for the photograph which can be taken with your mobile device and then submitted to us. The Help Desk staff will schedule a time for you to pick up your completed Dentistry ID card.

Instructors in Dentistry ID Cards

For new Instructors in Dentistry, please refer to the I&ITS guide called, "ID Photograph Submission Instructions‚ÄĚ. It will instruct you on the specifications we require for the photograph which can be taken with your mobile device and then submitted to us. Help Desk staff will deliver all new ID cards for Instructors in Dentistry to the Clinic One reception desk once they are ready. If you have forgotten your ID card, please see Anna Pullano in Clinic-2, office 205. If you have lost your card please contact the Help Desk by submitting a help desk request to help@dentistry.utoronto.ca or by calling 416-864-8123.

Requesting Software Installs, New Computer, VoIP Phone Line or eToken

For new the above noted requests, please continue to follow standard procedure by filling out the appropriate online form found on the IITS support page here: https://iits.dentistry.utoronto.ca/iits-requests