Information Technology Services, Software, and Support Tools

 

The IT tech support team at TSD uses a variety of software management tools to improve efficiency and provide quick and accurate customer service and support.  Some of our favorite and most used tech tools are mentioned below.

 

SolarWinds Web HelpDesk offers an intuitive web interface and service desk portal. Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. TSD purchased this software over ten years ago and this tool has been a huge asset to the IT staff in being able to route, track and update users’ requests.  We also use the ‘asset management’ section to maintain our technology-related hardware inventory.   The software has a built-in ‘Knowledge Base Management Tool’ so we can provide users with FAQs.  Another favorite feature that our techs depend on is the ‘Account Management’ tool.  We often wonder how we ever survived before we purchased this software.

 

SolarWinds IP- Monitor monitors network-connected devices and alerts IT whenever a device goes down.  The device may be a network switch, a server, a marquee, outdoor scrolling signs for mass emergency notification, etc.  It is the quickest method for IT to become aware of a network disconnect or outage.

 

Apple Remote Desktop / JAMF Remote: Desktop management system used to manage and support all the Mac computers on our network.  Our techs use this software primarily to ‘remotely’ access a user’s computer to help troubleshoot problems.  We also use this tool to distribute software, provide real-time online help to end users, create detailed software and hardware reports and automate routine management tasks – all without leaving our desks.  We are able to set up and manage work-groups, allow or limit access to specific software, and monitor student computers, if necessary. This is another tool that helps us be more efficient in serving our users.

 

JAMF Pro by Jamf Software is a tool we have been using for almost 10 years.  This software allows our IT system administrators a simple, yet comprehensive way to manage our Mac OSX computers and iOS devices (Apple TV, iPods, iPads, iPhones).  With recent increases in the quantity of iOS devices at TSD, we realized a need to have a tool that provides distribution of in-house and app store applications as well as a way to utilize Apple’s Volume Purchase Program (VPP).  We now have more than 1500 Apple devices spread across our campus and keeping up with the inventory of these devices, imaging them, and distributing software is a huge task.  This software makes the task much simpler to manage and provides additional security for our inventory.

 

Self Service is a part of the JAMF Pro suite to allow better access, speed and availability for a stronger end-user experience.  Taking the app catalog to a whole new level, Self Service is installed in all of TSD’s Apple Mac laptops, desktop computers and iPads.  Self Service empowers end users with instant access to resources, content and trusted apps.  No helpdesk ticket is needed.  When the user needs an application or printer installed, Self Service allows the user to install it without IT assistance.

 

JAMF Protect: JAMF Protect is an endpoint protection for exclusively Mac Devices with Anti-Virus, Malware, Spyware, Ransomware, and other named protection. Provides endpoint protection to maintain compliance, monitor, real-time alerts, extensive reporting and remediate security incidents on macOS. JAMF Protect and JAMF Pro work together to create customized remediation workflows. These installations are managed and monitored through JAMF Cloud and supports the latest Apple software and hardware on the day of release.

 

Brocade Network Advisor:  Brocade Network Advisor helps proactively manage end-to-end network health, performance and aids troubleshooting. It monitors our Core and Edge switches.

 

Ruckus Wireless SmartZone is a high-performance wireless network controller.  It manages and monitors all of the Ruckus Wi-Fi access points on campus.  Wi-Fi SSIDs, access controls, availability and event logging are handled from one central location through the SmartZone’s web interface. 

 

Palo Alto: The Palo Alto Firewall is TSD’s security shield against the outside world.  The Palo Alto Firewall has a malware and maintenance subscription that needs to be renewed annually.  The Palo Alto also serves as TSD’s VPN server. This hardware device is located in the Pease Server Room with a redundant device in the Elementary School basement.   The firewall also is our web filter for TSD.

 

Code42 CrashPlan Pro:  Code42 CrashPlan Pro is a backup software that offers the best way to back up and store personal, business and enterprise data securely for both Microsoft Windows and Apple MacOS operating systems.  The CrashPlan service is currently backing up data in the Code42 cloud.

 

Sophos Cloud:  Sophos Cloud provides TSD with Anti-Virus, Spyware, Malware and other “mysterious” named protection.  All Sophos installations are managed and monitored through the Sophos Cloud.  Alerts are sent from the Cloud to the IT administrators in case a virus or malware is detected and cannot be cleaned up.  Sophos Cloud will be used mainly by Microsoft Windows devices while we are migrating to the new JAMF Protect for Apple devices.

 

VMware ESXi:  VMware ESXi is an enterprise-class, type-1 hypervisor developed for deploying and serving virtual computers. As a type-1 hypervisor, ESXi is not a software application that one installs in an operating system; instead, it includes and integrates vital OS components, such as a kernel.  ESXi runs on three TSD host machines in the Pease Server Room and supports 15 virtual machines ranging from audiology applications to network tools to VOIP services.

 

Veeam Backup and Replication backs up TSD’s VMware ESXi virtual machines (VM) for disaster recovery.  It backs up each VM nightly and allows the VMs to be restored quickly.

 

KnowBe4 is an integrated platform for cybersecurity awareness training with simulated phishing attacks.  It has a large library of training content including online captioned videos to help TSD’s staff become more security aware.