SMPH IIT staff may only assist on university-owned devices. We cannot assist you with personal devices or accounts (e.g., email) or DUO/Authenticator issues (see below).
Post-IT Onboarding Meeting Summary
This page consolidates your IT onboarding meeting. Feel free to bookmark this page for future reference.
General information
- Description of options for asking for help – please be sure to always start your own ticket
- About SMPH Navigator, the new ticketing system launched June 2025
- More info about the SMPH IIT staff and student workers at WisPIC
Topics Covered During Your Meeting – a Recap
- You can only sign in to SMPH-managed devices with your university NetID: NetID – What is a NetID? | Introduction to IT Services
- Only pre-approved software in the Workspace ONE Intelligent Hub can be installed
- Administrative rights are only reserved for SMPH IIT Staff. More information here
- Unapproved software needs to be evaluated by SMPH Cybersecurity by submitting your own request. More information here
- If Applicable: in Zoom (only), select the SSO option when signing in in order to display your full name
- Using GlobalProtect VPN grants access to:
- How we can help:
- Granting and troubleshooting access to resources, such as Research/Restricted Drive, service accounts, etc., (with supervisor approval)
- Windows and macOS troubleshooting and configuration
- In-app configurations (toggling available options)
- Removing and re-installing (approved) applications
- Hardware issues (tangible problems, e.g., camera doesn’t work, WiFi doesn’t connect, etc.)
- Workarounds and substitutes that follow SMPH IIT Guidelines
- How we cannot help:
- In-depth troubleshooting of enterprise (distributed throughout campus) applications, such as service accounts, Microsoft 365. See the campus KB for help
- Campus-level resources: DUO (e.g., FOB syncing issues, getting a new phone), NetID Password Reset
- Programming issues (buggy software that cannot be resolved by reconfiguring or reinstallation of software)
- Application-level outages, such as Adobe, Outlook, Webex, Zoom-related services
- Campus-level outages: DoIT Outages Page
- Any type of access or modification pertaining to Health Link (Epic) or to any Citrix-level applications
- Call 608-265-7777 for the Hospital Information Services Help Desk
- Programmed behavior of software, known behavior of enterprise-level titles
- Hospital-branded computers, printed, iPads, i.e., devices with red and blue “UWHealth” tags
- Personal devices or accounts (AppleIDs, Microsoft accounts, problems with hardware)