Remote Computer Access

http://www.cpcc.edu/its/services/faculty-staff/services-for-employees/remote-access/remote-computer-access

CPCC offers Citrix as a remote desktop tool available to both students and staff for working from off-campus sites.  Citrix will allow all users to work from a desktop that will operate as if it is a touchdown station on campus. 

Features

You can use Citrix to access the following systems:

  • Access your employee email through Outlook
  • Access the Microsoft Office suite
  • Submit documents which require you to be on campus, such as forms from the ITS Help Desk
  • Access your e-locker or U-drive from off-campus

 

Hours

The Help Desk will be available to assist with any requests pertaining to Remote Computer Access 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


 

 

Citrix Virtual Desktop

Accessing Citrix Online

Citrix online Virtual Desktop can be accessed by going to the website http://remote.cpcc.edu and logging in with your CPCC credentials.  After logging in, accept the download for the Citrix Receiver plug-in.    After downloading and installing the Citrix receiver plug-in, you will continue forward to the virtual machines.  Select one of the virtual desktops available.
Once logged in, your virtual machine will operate as if it is a computer on campus.  You can access your email Outlook, access your e-locker/U-drive and access programs from a touchdown station.


Citrix for Mobile Devices and Tablets

For assistance with adding Citrix on a mobile device and tablet, we recommend looking up your device on the page located here:  http://www.cpcc.edu/its/services/faculty-staff/services-for-employees/remote-access/remote-computer-access

Support for Remote Access is provided primarily by the Help Desk. The Help Desk will act as coordinator for any issues that need to be escalated to the Administrators. The following include the responsibilities of the Help Desk with regards to support for Remote Access via Citrix:

  • Submitting Remote Machine assignment request
  • Assistance with installing the Citrix plug-in
  • Assistance troubleshooting Citrix/Remote Access errors or issues

The Help Desk will also be available for any guidance or informative information needed by clients pertaining to Citrix or Remote Access for Faculty/Staff.

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.

Support for Remote Access is provided primarily by the Help Desk. The Help Desk will act as coordinator for any issues that need to be escalated to the Administrators. The following include the responsibilities of the Help Desk with regards to support for Remote Access via Citrix:
Submitting Remote Machine assignment request
Assistance with installing the Citrix plug-in
Assistance troubleshooting Citrix/Remote Access errors or issues

The Help Desk will also be available for any guidance or informative information needed by clients pertaining to Citrix or Remote Access for Faculty/Staff.

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 Printers 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


 

 

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.

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.