In order to clarify expectations and streamline the Service Desk process, IT would like to clarify what information will be required from you when you contact the Service Desk.
IT will need to know which system you are locked out of or need the password reset for and what your user ID is for that system. The IT department can aid in account unlocks and password resets for the following systems:
- Windows (Click here for details on the self-unlock tool) - Your Windows account will automatically unlock after 30 minutes.
- If locked out of Windows, you will see a message ("The referenced account is currently locked out and may not be logged on to") as shown below:
- If locked out of Windows, you will see a message ("The referenced account is currently locked out and may not be logged on to") as shown below:
- Duo - You will get locked out of Duo after 10 consecutive failed responses to prompts on your cell phone. Your Duo account will automatically unlock after 15 minutes. (backup admins: Information Security team)
- If you see "Your account is disabled..." as shown below, you are likely locked out of Duo.
- Having difficulty connecting to the VPN in Sophos Connect? If Sophos keeps prompting you to enter your password:
- If you are first getting and accepting the Duo prompt on your cell phone, you are likely locked out of Windows.
- If you are NOT receiving any Duo prompt, you are likely locked out of Duo.
- If you see "Your account is disabled..." as shown below, you are likely locked out of Duo.
- Cleartouch (backup admins: AlloBaaS Cleartouch team)
- When you "request a password reset" in Cleartouch, you still need to contact the IT Service Desk to unlock your account. IT is not automatically notified when you make this request.
- When you "request a password reset" in Cleartouch, you still need to contact the IT Service Desk to unlock your account. IT is not automatically notified when you make this request.
- Dynacore - syncs with your Windows credentials
- Prologue (backup admins: Enterprise Systems team) - syncs with your Windows credentials
- SilverSky Spam Quarantine (backup admins: Information Security team [Jon Densmore x2762 / Nick DeRusso x2764])
- WireXChange (backup admins: Accounting Department [Karen Patricy x2657 / Lauren Golick x2646])
IT will never ask you for your current password for any of these systems, nor will IT ever ask for other personal information such as your Social Security number, date of birth, or other non-public personal information. If you receive a phone call or email claiming to be from IT asking for your current password for any system, contact IT at x7000 to report the incident.
The following systems are managed by departments other than IT:
- BAI Online Training/Compliance Testing – Patty Thompson x2697 / Bilal Shah x2675
- (FMB BAI Admins: Tammy Belcher, Cathy Barker, Bruce Cowdery, Debbie Thomas, Carla Morris)
- Brand Hub – Marketing Department
- CWS (Fiserv Client Workstation) - Christine Black x5770 / Akbar Zaidi x5638
- Encompass – Mortgage Support (backup: Enterprise Systems)
- Your Encompass account will automatically unlock after 30 minutes.
- FedReporter Smart Call - Tim Earley x5162
- Harland Check Ordering – Harland support (800-643-5737)
- JP Morgan Cash Services - Christine Black x5770 / Melinda Fellenstein x5173
- LaserPro - Joe Lester x2666
- OFAC/Verafin – Bilal Shah x2675 / Patty Thompson x2697
- Your Verafin account will be disabled after 45 days of inactivity. Be sure to log in at least once a month to keep your account active.
- Paylocity/Timeclock system – Human Resources Helpline x7048
- SilverSky MailSafe Email Encryption – Use the “Login Issues?” link on the login page
- TAF PlusOne – Jackie Stratton x5844
- Weiland WAA – Becky Horsfall x3050
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