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Submit your request and track its progress or call (505) 224-HELP (224-4357). 

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Information about computer labs.

Managed Printer Support at CNM

To help us use our printers more efficiently and ensure that the entire printer fleet is always up and running, CNM has contracted with Staples as our Managed Printer Services provider.

Here are some of the benefits:

  • Printer supplies (toner, maintenance kits) are ordered automatically.
  • Just-in-time delivery of toner cartridges – so reducing the need to fill cabinets with spare cartridges.
  • Centralized billing for toner and maintenance – saving our departments time and money.
  • On-site support and service of all networked printers (not the Xerox copier fleet).
  • Automated reporting on printer utilization – how many pages have been printed on each device.

How you can tell if your printer is supported:

  • Printers included in this program have a special ID card with information about the Staples support program.
  • The leased Xerox fleet of copier/printer devices is NOT included.  There is a separate support contract for those systems.
  • Only network attached printers are supported – single user devices are excluded.
  • Some manufacturer’s printers and older devices cannot be supported.  If your printer does not have a Staples tag, please consult with the ITS Service Desk to discuss options.

Contact the ITS Service Desk at itsservicedesk@cnm.edu or 224-(HELP) 4357.

Frequently Asked Questions (FAQs):

 HOW DOES THIS WORK?  HOW ARE THE PRINTER INK CARTRIDGES ORDERED?

The printers are monitored electronically – Staples will know how many pages are printed and how much toner is left at any time.  When the toner gets low – Staples will automatically send us the right cartridges before it runs dry.  It will be marked with the printer’s serial number so we will know where it belongs.

 DO THEY INSTALL THE CARTRIDGES?

Generally CNM’s ITS techs will install the ink cartridges.  But Staples tech support can be used when necessary.  CNM ITS will contact Staples when their assistance is needed.

 WHAT IF A SERVICE/MAINTENANCE KIT IS REQUIRED? 

If a maintenance kit is needed (again automatically sent when the printer is due for it), a Staples tech will be dispatched to come out and install the kit and verify that the printer is working properly.

 HOW WILL PRINTERS BE REPAIRED?

If there is a problem with the printer – please contact the ITS Service Desk.  We will put in a service ticket with Staples and they will dispatch a tech to come out and repair the unit.  All costs, up to replacing the printer, are covered by Staples.

WHAT IF THE PRINTER REACHES END-OF-LIFE OR A REPLACEMENT IS NEEDED?

If a department would like to upgrade a printer or replace it for any reason – THAT is something the department will need to budget for.

 WHAT IF MY PRINTER DOES NOT HAVE A STAPLES TAG?

If your printer does not have a Staples ID tag, then it is not supported under the contract.  In that case, the printer must continue to be supported under the same processes that have been used in the past for supplies, repairs, and support.  There are several reasons that a printer might not have been included.  Here is list of the most common:

  • Xerox Leased Copier Fleet – the multi-purpose devices provided under the Xerox lease agreement are not supported by the Staples contract.  When a new lease contract is started, the Staples support contract may be expanded to include those devices.
  • Printers not connected directly to the network – the Staples monitoring server cannot collect information from a printer that is not directly attached to the network.  If you have a printer directly connected to your desktop computer, please contact the ITS Service Desk to request that the printer setup be changed, if possible.
  • Printers not supported by Staples – Please contact the ITS Service Desk to have them consult with Staples support team to determine the reason your printer is not supported.

 WHAT ABOUT THE XEROX COPIER FLEET?

The Xerox Leased Copier Fleet are supported by Xerox as a part of the lease arrangement.  For issues with the Xerox copiers, please contact Xerox at 1-800-821-2797.

 HOW DO I DETERMINE WHAT PRINTERS WILL BE SUPPORTED BY STAPLES BEFORE WE PURCHASE ONE?

Please contact the ITS Service Desk to request assistance with selecting a printer that will meet your needs (speed, color, sorting, stapling, etc.) and will be supported by Staples.

 For more information, PLEASE contact the ITS Service Desk at itsservicedesk@cnm.edu or 224-(HELP) 4357.

OTHER INFORMATION

Here is some information about CNM’s printer fleet at the time the contract was awarded (Spring 2018):

OPPORTUNITY AREA

CNM COMMUNITY COLLEGE RESULTS

OBSERVATIONS

Fleet Complexity

# 8 Makes - # 75 Models – # 360 Devices

Standardization of equipment removes complexity

Less variation in your fleet increases employee satisfaction

Network devices are easily managed through a Staples MPS Solution

PrinterFleetcomplexityMix.png PrinterFleetcomplexityConnections.png

Fleet Age

 PrinterFleetAge.jpg

68% of devices are over 5 years old.

Older devices typically require more frequent service, experience prolonged downtime, and increase user frustration

Device Utilization

 PrinterDeviceUtilization.png

302 devices are underutilized (<50%) and represent an opportunity to reduce your fleet size

Right sizing your fleet reduces hardware and maintenance costs

Color Usage

PrinterColorUsage.png  PrinterColorUsage2.png

Color devices are more expensive to print to than mono devices

Optimizing your fleet to the right device mix will eliminate unnecessary toner expenses

Contact the ITS Service Desk at itsservicedesk@cnm.edu or 224-(HELP) 4357.

Our Stories

Poor Phishing at CNM

If you go phishing at CNM, you won't catch much.  ITS recently conducted a 'Phishing' test for all the faculty and staff at CNM. The test sent random emails that appeared to come from the IT department requesting information from the user or asking them to click on a link to correct some problem. Out of 3184 emails sent, only 66 users fell for the scam and some of those were determined to be false positives. Of those 66, 48 were student employees indicating there is still work to be done with students to protect against fraud.  According to KnowBe4, the test administrator, these emails are moderately difficult to detect as fraudulent. Tests that include more difficult to detect emails may be included in future tests.

Email Sample
Your Mail box (username@cnm.edu) is almost full and you may not be able to receive incoming messages as a result of this. Kindly follow the link below to Activate your allocated space.

Users who fell for the scam were asked to complete two short trainings to help them identify fraudulent emails. These and other advanced training events are available to any faculty or staff member by request and will soon be incorporated into the CNM Talent Management learning system. According to KnowBe4, which has conducted these tests for over 6 million users across more than 10,000 companies, our users performed very well. CNM had less than a 2% response rate compared to an industry standard of 22.6%. CNM also improved performance from last year, when the response rate was over 8%. Although the ITS team has many layers of security defenses in place to protect users and the college from attempted fraud, it is our users who are the last line of defense against data loss, financial fraud and identity theft. We encourage all users to stay informed and on alert for crooks trying to steal information.

Student employee SAVES the day!

By Ken Cole, Director of Technical Infrastructure

ITS is very thankful to CNM student employee Jason Vonloh for pulling cables that restored data connections to the Student Services Center disrupted by the construction of the Joint Use Building.  Without the services, students were unable to complete registration and the Infrastructure team would not of been able to complete this work without him.

The construction of the Joint Use Building, adjacent to the Student Services Center, requires relocation of data cables used for credit card and fax services in the Student Services building.   Cable relocation planning is in progress, but construction digging near the existing cables resulted in the loss of phone services to the SSC building.  An emergency replacement was needed to both restore services and allow construction to continue, but the problem occurred during flu season when regular staff were unavailable to do the work.  Without hesitation, Jason volunteered to jump in and assist the team with completing this challenging task.  Jason is a valuable resource to CNM.  We are very appreciative of the work of all of our student employees and thank Jason for his timely efforts.