Desktop Anti-Malware

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For your protection, CPCC has installed and configured anti-virus software. This is generally System Center Endpoint Protection.


For home and personal use we recommend Microsoft Security Essentials as free anti-malware/anti-virus program

Features

This service includes removing viruses, spyware and Trojans not detected or removed by provided tools.


System Center is also used by ITS to safeguard against malicious attacks that can spread to multiple machines on-campus.

Hours

The Help Desk will be available to assist with any requests pertaining to System Center Endpoint Protection during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

Performing  a Virus Scan

If your CPCC computer seems to be infected with a virus or malware, follow these steps before contacting the Help Desk.  Please note, classroom and lab computers do not have the ability to run a manual scan.  In these cases, please call the ITS Help Desk for assistance:

1.    Select the  System Center Endpoint Protection (located as a green square on the bottom right side of the screen, by the task bar)

2.    Go to the Update tab and click the ‘Update’ Button

3.    After the Update states, ‘Up to date’, unplug/disconnect the network cable/internet Protection from the Infected PC.

4.    Select the ‘Home’ tab, select ‘Full’ in scan options, then ‘Scan now’ and wait for the process to complete.

5.    If you are unable to do any of these step, contact the ITS Help Desk immediately at: 704-330-5000

The Help Desk supports System Center Endpoint Protection and deploys it as part of the standard machine image for both Student as well as Faculty/Staff machines. For any issues encountered with Endpoint, it is advised that clients contact the Help Desk at 704-330-5000.

The following are support services provided by the Help Desk pertaining to Endpoint:

  • Assist clients with running routine scans on their machines
  • Quarantining items believed to be suspect
  • Assist with any errors or issues encountered with Endpoint

For assistance with issues that the Help Desk is unable to support, a Service Request will be created and assigned to Endpoint Administrators. The Help Desk will provide the client with regular updates by contacting the Client via phone, or email if not available.

 The following is the predicted resolution time for Service Requests. The priority of a request is determined by the Analyst assisting the client. Several factors are taken into account when assigning a priority including urgency of the request, current backlog of requests, and existence of alternatives.

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

The Help Desk will be available to assist with any requests pertaining to System Center Endpoint Protection during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

During these hours of operation, the Help Desk will respond to any phone calls. However, during busy times, or if a client chooses to leave a voicemail, the Help Desk will return the call to the client within 2 Hours. This is the same for any emails sent to the Help Desk.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.