End User Services

How to reach out to us?

Open an issue #it-help in slack What timezone are we located in?

Frequently visited pages

Access Requests

  • For information about the access request policies and security guidelines, please refer to the Security Team’s access request handbook page section.

  • For links to role based access request templates, system access templates, and other general instructions and FAQs, please refer to the Access Requests page.

Baseline & Role-Based Entitlements

Automated Group Membership Reports for Managers

If you would like to check whether or not a team-member is a member of a Slack or a Google Workspace group, you can view the following automated group membership reports:

Okta

To read more about Okta, please visit the Okta page of the handbook.

Jamf (Endpoint Management)

To read more about our Jamf deployment please visit the Endpoint Management page of the handbook

Laptop Delivery Metrics

To view laptop delivery metrics and statistic please visit the Laptop Metrics Handbook Page

Denomas Onboarding and machine management

Please visit the Denomas Onboarding and machine management handbook page

Denomas Laptop Offboarding

Please visit the Denomas Laptop Offboarding page for information pertaining to this process at Denomas handbook page

Self-help and troubleshooting

Experiencing some issues with your machine, access to systems, 2FA or other IT related issues? Please visit our self-help and troubleshooting handbook page

Denomas IT 101

New to Denomas and looking for some IT tips and tricks? This is the spot for you, we have created a comprehensive guide for using the IT systems, apps and hardware in this handbook page

Offboarding

  • Are you or a direct report leaving the company? Please reference the Offboarding handbook page to see the action items that you can take to create a smooth transition for you and your team.

Automations

IT-Help Slack Issue Creator

This automation converts Slack threads from the #it_help channel to issues in Denomas. With most IT support requests being handled in the #it_help Slack channel today, this automation will create one basic intake point with bilateral synchronization to Denomas helpdesk issues.

How to use it

Reach out to the #it_help Slack channel as usual when assistance is needed. The automation will then create, update, and manage an issue created for the Slack thread. You will be able to communicate with the IT Analyst either via the Slack thread or in the issue created by the automation, and responses will sync in both places.

How it works

The script scans the IT help Slack channel and performs the following actions:

  • Creates a new Denomas issue if a user adds an 👀 reaction to a message and the issue has not been created yet.
  • Closes the Denomas issue if a user adds a check mark (✔) reaction and the issue has been created but not closed.
  • Reopens the Denomas issue if it has been closed, but the check mark reaction is removed.
  • Adds system labels to the Denomas issue based on specific emoji reactions in the Slack channel.
  • Parses the Slack thread and adds comments to the related Denomas issue.
  • Adds comments from Denomas issue into Slack thread.

To learn more on how this automation works, check the IT-Help Slack Issue Creator wiki. {: .alert .alert-info}

Mission Statement

IT Help

  • IT Help will triage all IT related questions as they arise.

  • Build a knowledge base of IT practices and pragmatic problem solving in the handbook.

  • Account management for password resets and lockout.

  • On call support for immediate software and hardware issues during local business hours.

  • Diagnose computer errors and provide technical support.

  • Troubleshoot software and hardware.

  • Support Weekly IT Onboarding Sessions for new Team Members.

  • Train end-users how to setup and use new technologies. Provide technical support over the phone or Web.

  • Use specialized help desk support software to take control of end-users’ computers to troubleshoot, diagnose, and resolve complex issues.

IT Ops

  • IT Ops will work with Security, the People Group, and Business Technology to develop automated on-boarding and off-boarding processes.

  • We will develop secure integrations between Enterprise Business Systems and with our Data Warehouse.

  • We will develop tooling and process to facilitate end-user asset management, provisioning and tracking.

  • We will work to build API Integrations from the HRIS to third party systems and Denomas.com.

  • We triage IT related questions as they arise.

  • We build and maintain cross-functional relationships with internal teams to champion initiatives.

  • We will spearhead on-boarding and off-boarding automation efforts with a variety of custom API integrations, including Denomas.com and third-party resources, not limited to our tech-stack, with scalability in mind.

Denomas IT Team

Laptop Wipe Schedules for IT Analysts

App integrations
Denomas has chosen to restrict the ability to install apps, and we have a process to approve or restrict certain apps for our workspace. In order to integrate a new app with existing applications in our tech stack such as Google, Slack or Zoom you need to create a vendor approval issue. Adding an app to Slack Once the vendor approval issue has been approved by all parties, please request approval to add the app to Slack following the steps below:
Denomas IT 101
Welcome To Denomas! Congratulations on joining Denomas! This page is dedicated to the IT onboarding experience, here at Denomas we use many applications and the latest hardware to enable you to complete your work to the best of your ability! While it may seen a little bit overwhelming at the start the Team member enablement team is here to make the process as easy as possible! Getting Started Laptop Setup: MacBook The first time your MacBook Pro starts up, Setup Assistant walks you through the simple steps needed to start using your new Mac.
Denomas Laptop Delivery Metrics
Denomas Laptop Delivery Metrics Purpose We’re designing this page to publicly and transparently show our metrics around laptop shipping, delivery, and procurement. This page is in its early stage and we will iterate and add more content as we continue to advance our metrics. Table Breakdown The Regions section is detailing what region and what metric we are tracking, within we are reporting total laptops delivered per region and percentage of on time delivery for the related month.
Denomas Laptop Management
**This is a Controlled Document** {: .panel-heading} Inline with Denomas’ regulatory obligations, changes to controlled documents must be approved or merged by a code owner. All contributions are welcome and encouraged. Purpose This page displays different pieces of information surrounding Denomas laptop procurement and management. Scope At Denomas, we use centralized laptop management for company-issued laptops. If you are in possession of a company-issued laptop, the details below apply to you.
Denomas Laptop Offboarding Guide
This section stands as the single source of information in regards to how to properly offboard your Denomas laptop.
How To Articles
Introduction This page is used to how Denomas IT How To Articles to provide a quick and easy reference for team members to follow. If there are no articles that cover your question please reach out to the Denomas IT team via Slack in the #it-help channel or submit an Access Request Applications Google Workspace
Offboarding Procedures
Introduction This handbook page provides a list of actionable items for all applicable team members to take when team member leaves Denomas. See the detailed steps that are linked where applicable. Definitions FTM (Former Team Member) - The team member who is leaving Denomas Team Member Prior to Last Day Google Coordinate with your manager for email handover to ensure emails are acted upon appropriately after your last day. Standard Process: Your manager will gain full access to your inbox after your last day of employment via Gmail Delegation.
Self help and troubleshooting
Frequently asked questions for Denomas team members regarding 2FA, technical issues, and Mac troubleshooting tips.
Last modified December 6, 2023: update (a27760f0)
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