IT Services

Palo Alto College Information Technology Services (ITS) is committed to assisting the campus community throughout the transition to remote learning, teaching, and working.

Tech

ACES & Technical Support

Palo Alto College Helpdesk
Phone: 210-486-3777 (select option 1)

Hours of Operation
Monday-Friday 8 a.m.-5 p.m.

 

Alamo Colleges Helpdesk
Phone: 210-485-0555 (select option 4)
Toll Free: 866-493-3947

Hours of Operation
Monday - Friday: 8 a.m.–midnight
Saturday: 9 a.m.–9 p.m.
Sunday: 11 a.m.–midnight

 

Caller Checklist
When calling, please have the following information readily available

  • Last four digits of SSN
  • ACES ID
  • Date of Birth
  • Banner ID

Technology Resources

Laptop and Wi-Fi Hotspot Checkout

I don’t have access to technology equipment. How can I request to borrow equipment for working remotely?

Laptop and Wi-Fi hotspots are available on a first-come, first-served basis (by appointment only). Requests may be submitted Monday-Friday between 8 a.m.–5 p.m., by completing the following steps:

  1. Call PAC ITS at 210-486-3777 (select option 1).
  2. ITS will verify student eligibility.
  3. Contactless pickup appointment will be scheduled.
  4. ITS will provide a brief overview of the equipment, share helpful resources, and address any questions the student might have.

What are the eligibility requirements for loaner equipment?

  • Must be enrolled in the current term and provide two forms of identification (student ID and state ID)
  • Must be PAC home student
  • Equipment is loaned on a term-by-term basis and must be returned at the end of term
  • If Wi-Fi hotspot is requested, student must attest that they do not currently have access to high-speed internet connectivity

Where can I pick up requested equipment?

  • To help ensure the safety or students and employees, equipment will be distributed through contactless pickup outside the Ozuna Library and Learning Center.
Other Internet Access Resources

On-campus Wi-Fi hotspot
To help ensure the campus community has the access they need for remote learning, teaching, and working, Palo Alto College has designated parking lot 11 as a Wi-Fi hotspot for students to access campus Wi-Fi. Everyone is encouraged to stay in vehicles and practice social distancing. View Wi-Fi hotspot map

Free or low-cost internet
Programs are available to bridge the digital divide by providing students free or low-cost internet service. Learn more

VPN Access

What is VPN, and who needs it?

  • Virtual Private Network (VPN) is a secure connection for employees to access Alamo Colleges servers when you are not on campus or district offices.
  • VPN is required for services such as Share Drive Access, Banner Access, Ad-Astra Access, and Remote Desktop.
  • You will not need VPN to access ACES, Canvas, AlamoShare, Outlook, or Zoom.

I need VPN access. What do I do?

  • All employees have been granted access to VPN. However, the installation of the VPN application requires assistance from ITS.
  • Contact ITS to have the VPN application installed and configured on your computer.
  • Personal equipment must be reviewed by ITS prior to connection to Alamo Colleges VPN.
ITS Assistance

Start Smart with Remote Ready Boot Camp

  • To prepare for remote learning, students are encouraged to take the one-hour Remote Ready Boot Camp (RRBC) training in Canvas.
    • Click on Canvas in ACES, scroll down in your dashboard until you see your college’s name and Remote Ready Book Camp.
    • It will help you to watch this video on RRBC.

What is the Remote Employee Toolkit, and where can I find it?

  • Access the Remote Employee Toolkit at alamo.edu/remotetoolkit for resources to help your transition, such as:
    • VPN instructions
    • IT Services
    • Telephone guides
    • Employee directory
    • And more