Required Training List

All Training is Mandatory

Customer Service Training Videos

Interdepartmental Training Videos

• ecampus

• Enterprise

• Finance

• IMS (Instructional Meeting Spaces)

• MLK Library

• Networking

• Registrar

• Security

• UPD

• Web and Campus Apps

• CSULearn Training Video

Tools and Software

• HDPR

• LDAP (ALL TOPICS)

• ADUC

• Google Apps Admin Dashboard

• Cisco Unity Connection Admin

• Microsoft Portal Admin

• SAMI Gateway

Sling (review in detail with trainer)

CSULearn

Student Code of Conduct

TimeSheet Instructions

Finesse (review phone functions with trainer)

iSupport Tickets (review with trainer in detail, shadow trainer processing tickets)

• Basics

• Options

Computer Labs

• Clark Lab protocol

• CVB Lab protocol

PeopleSoft

• Oracle PeopleSoft

PeopleSoft CS 9.2 Tools

• Verifying identification (CSU ID SEARCH, MODIFY A PERSON)

• Verifying employment (AREYOUTHERE)

• Alumni/Open U. Password Reset

• Request Profile Creation

Technical issues/topic to be trained on

Account issues

Verifying someone's identity

Password resets: SJSUOne/HDPR, Peoplesoft, Microsoft, self reset

Types of SJSU people: Alumni, former students, current students, Open university students, SJSU Staff and faculty, student employees

Account lockouts

Wireless

How to troubleshoot wireless issues: SJSU premier, eduroam, MyDevices

Software

DUO

SPSS

Microsoft Office and Office tickets

Adobe

Where specific issues are routed to

Keywords for queues, categories, sme