Any IT issue, question, or request requires an IT Ticket to be submitted. There are several reasons why IT needs the help desk tickets they include but are not limited to: To ensure your issue is addressed. Emailing, Texting, Calling, or Messaging an issue to an IT employee has been known to cause issues to fall through the cracks. In most circumstances it will delay the ability of the IT department to address your issue. IT uses the help desk to learn and improve systems, processes, and performance. We can review and find the common issues and take action to help users. Help Desk employees can also search through past tickets and find solutions to issues from tickets other employees have submitted. IT gets audited and needs to track changes, purchases, and issues. Email is not efficient at organizing, searching, and linking information. The Help Desk does a much better job. IT is a Team. Help Desk tickets go into a queue when they are submitted, where an available IT employee will pick up the ticket and begin working on the issue. Emailing an IT employee directly means you no longer benefit from the team and will delay an IT response. This is because it is more than likely that IT will be working on other issues or tasks that demand their attention. IT needs a ticket submitted even in cases of emergency if you can submit the case first. If you are unable to submit a ticket, IT will help you create a case. Commonly Asked Questions: Q: Why does IT require us to submit a ticket for simple or urgent issues? A: HPG IT does not work at a subsidiary level in the organization but rather is assigned tasks based on several factors, including their availability, skillset, and job function, and may be working assignments for any of the other subsidiaries. This means that even though an IT Employee may be sitting next to you, they may already be working on other assignments or may not be the best person to assist you with your issue. We do often try to assign tickets to the IT employees in your specific local, but, we do not operate with the guarantee that the IT employee closest to you will be assigned to handle the issue you submit.     Another reason for submitting tickets to the help desk, especially urgent issues, is that the entire IT Team, not just a singular person, is notified at once of the issue. This ensures that your issue is seen and responded to as soon as possible, something that cannot be guaranteed when employees bring their issues directly to the closest IT employee. Q: How can I review tickets that I submit? A: HPG’s ticketing system allows you to login to the Help Desk portal where you can review all your tickets and provide feedback to the IT Team. We also have a large Knowledge Base that continues to grow so that you can learn and receive self help guides. Go to https://helpdesk.hpgbrands.com and login use the “Sign in with SSO” option to access your help desk profile and tickets.   Q: Can I leave feedback? A: Yes. After a ticket is closed, the Help Desk will email you a message asking for feedback. (up to one per day.) We welcome both negative and positive feedback. IT utilizes both negative and positive feedback to improve our processes when done so in a constructive manner.     IT reviews reports and analytics on a weekly basis to help us ensure we are meeting the expectations of HPG Employees. We regularly make changes and improvements aimed at improving the help desk. Submission Methods Signing into the help desk: Help Desk: Sign In : HPG Brands Submitting a ticket by Portal: Help Desk: Submitting a Ticket via Portal Submitting a ticket by Email:  Help Desk: Submitting a Ticket via E-Mail Submitting a ticket by Microsoft Teams: Help Desk: Ticket Management Using Microsoft Teams Submitting a ticket by Text or Voice Message: Help Desk: Submitting a Ticket via Text or Voice Message

HPG IT supplies HR and/or hiring managers with an Onboarding Communication that is to be printed out and supplied by HR and/or the hiring manager/supervisor when the employee starts.  Managers are expected to conduct and execute the onboarding tasks, including assisting employees' logon to their computer and resources the first day. IT will utilize this form to generate the onboarding communication: https://hpg.li/HPGOnboarding

Troubleshooting if Kiosk loses connection or needs a restart. 1. Select the the 3 vertical dots in the upper right corner.  2. Select "Settings" 3. If keyboard does not appear select the keyboard icon to bring keyboard up and enter password: Paylocity1 Select "Ok" 4. Scroll down to "Admin" and select "System Settings" 5.  When in "System Settings" Select "Wi-Fi" and connect to the network. 6. With the password above you can also close the kiosk and relaunch by selecting it (icon below) if having issues.

These instructions are if you need to install, reinstall or reinstall drivers for a network printer. 1. Open "File Explorer" 2. Click into the I:Drive "Network" 3. Double click "Printers Directory"  4. Locate the printer you need to connect to, If you need help finding the name of the printer ask your IT department. 5. Once you either Double click the printer or right click and Open, the screen below should open. This is a good sign that the printer is installed and ready to be used. In this screen you can click "Printer" and set as default.