Telework Preparedness

Frequently Asked Questions (FAQ's)

(May 2007)

**Index:**

[What If I Want To Telecommute But I Did Not Bring Home My
Government-issued Laptop?
1](#what-if-i-want-to-telecommute-but-i-did-not-bring-home-my-government-issued-laptop)

[What should I do if I am unable to connect to IT resources due to
equipment malfunctions?
2](#what-should-i-do-if-i-am-unable-to-connect-to-it-resources-due-to-equipment-malfunctions)

[Can I get additional telework equipment for home use?
2](#can-i-get-additional-telework-equipment-for-home-use)

[Can I contact the IT Help Desk for support when teleworking?
2](#can-i-contact-the-it-help-desk-for-support-when-teleworking)

[How do I get computer equipment, software, and supplies needed to
perform my duties?
2](#how-do-i-get-computer-equipment-software-and-supplies-needed-to-perform-my-duties)

[What if my computer equipment malfunctions or requires repair while I
am teleworking?
2](#what-if-my-computer-equipment-malfunctions-or-requires-repair-while-i-am-teleworking)

[Can I forward my office telephone number to my telework location?
3](#can-i-forward-my-office-telephone-number-to-my-telework-location)

# What If I Want To Telecommute But I Did Not Bring Home My Government-issued Laptop?

Your home computer and Internet Service Provider (ISP) can be used to
connect to NASA Headquarters' Information Technology (IT) resources.

**Note:** Home computers must have antivirus software and IT security
updates. Antivirus software is available from the [Software
Library](http://xbox.indyne.hq.nasa.gov/OIA/itcd/software_lib.html).
Contact the [IT Help Desk](https://www.odin.lmit.com/hq/helpdesk.html)
at (202) 358-HELP (4357) or 1 (866) 462-7247. The Software Library will
contact you when the software is ready for pick up. A software loan
agreement outlining software use requirements must be signed.

The following antivirus software is available for home use:

-   Symantec AntiVirus 10 for Win XP only

-   Symantec AntiVirus 8.1 for Win 2000

-   Norton AntiVirus 10 for OSX (10.x)

-   Norton AntiVirus 9 for OS 9

-   Symantec Client Security 3.0.2 with STRONG Firewall---Beware!

\*\*Older versions of antivirus software are available upon request.

**Note:** HQ employees are not authorized to download any software,
including shareware and freeware from the World Wide Web or other
sources such as bulletin boards or install personal software on their
office computers (including laptops). Visit the [Software for Home Use
Web
page](http://xbox.indyne.hq.nasa.gov/OIA/itcd/software_home-use.html)
for more information.

# What should I do if I am unable to connect to IT resources due to equipment malfunctions?

If you cannot obtain a connection from your telework location, call the
[IT Help Desk](https://www.odin.lmit.com/hq/helpdesk.html) at (202)
358-HELP (4357) or 1 (866) 462-7247 or contact the COOP IT support
services staff.

# Can I get additional telework equipment for home use?

Contact your IT POC for assistance, those contact names can be found in
Appendix B. Phone numbers can be looked up in the X.500 directory, at
[NASA OIA - ITCD - X.500
DIRECTORY](http://xbox.indyne.hq.nasa.gov/OIA/itcd/x500/x500.html).

# Can I contact the IT Help Desk for support when teleworking?

The [IT Help Desk](https://www.odin.lmit.com/hq/helpdesk.html) can be
contacted at (202) 358-HELP (4357) or 1 (866) 462-7247 to assist with
Government-issued equipment and limited support related to connectivity
issues from your home computer. **Note:** The [IT Help
Desk](https://www.odin.lmit.com/hq/helpdesk.html) cannot provide or
change a password for any systems that are accessed remotely (i.e.,
telephone, laptop, token).

# How do I get computer equipment, software, and supplies needed to perform my duties?

Computer resources will be obtained using the current mechanisms (i.e.,
PCMall and ODIN Catalog). If these systems are unavailable, employees
will be provided a Web site or e-mail address to submit requests for
required resources. Employees will pick up their orders at a designated
site. Disposal of computer resources will also be conducted at a
designated site.

# What if my computer equipment malfunctions or requires repair while I am teleworking?

If your Government issued equipment requires repair or malfunctions,
contact the [IT Help Desk](https://www.odin.lmit.com/hq/helpdesk.html)
at (202) 358-HELP (4357) or 1 (866) 462-7247 and open a ticket. Bring
the equipment to the designated site for repair as soon as possible. If
you are at a COOP site, contact the onsite IT support. **Note:** A User
is responsible for the repair of their personal equipment.

# Can I forward my office telephone number to my telework location?

A Voice over IP (VoIP) telephone can be forwarded your to any telephone.
This can be done using the Call Forward All (CFwdALL) button on the VoIP
telephone, or via the VoIP Call Manager Web site. **Note:** This
requires logging on to the Web site using the Call Manager user ID and
password provided during your VoIP telephone installation. This
information must be obtained prior to teleworking. It cannot be provided
by the [IT Help Desk](https://www.odin.lmit.com/hq/helpdesk.html).

#