Odyssey Help Desk Quick Reference Guide - 25 Common Questions & Solutions
For assistance beyond this guide, contact IT Help Desk at (978) 906-0978 or help@odysseyconsult.com
Getting Started & Access
Essential information for new employees and account access
| Question | Answer |
|---|---|
| What company equipment is provided to me? |
The standard equipment package includes:
|
| I forgot my password. How do I reset it? | Contact the Help Desk at (978) 906-0978 for immediate password reset assistance. |
| How do I log into my Microsoft 365 account? | Go to https://m365.cloud.microsoft, click "Sign in," and enter your Odyssey email address and password. |
| How do I access my Outlook email? | Visit outlook.office.com and log in with your Odyssey credentials. You can also use the mobile Outlook app to access Microsoft 365 on the go. |
| When do I use Single Sign-On (SSO) login credentials? |
Use your Odyssey email address and password for SSO access to:
|
| I can't access a shared drive. What's wrong? | Verify that you have the necessary permissions by contacting your manager. Ensure you have access to the shared drive and/or SharePoint site. If issues persist, contact the Help Desk. |
Hardware & Technical Issues
Troubleshooting common hardware and device problems
| Question | Answer |
|---|---|
| My computer won't turn on. What should I do? |
Try these troubleshooting steps:
Contact the Help Desk if the issue persists. |
| My screen is frozen. What should I do? | Press Ctrl+Alt+Delete and select Task Manager to close unresponsive programs. If the system is completely frozen, hold the power button to restart. |
| How do I print from my laptop? | Navigate to Settings > Printers & Scanners > Add Printer. Select your office printer from the available list. Contact the Help Desk if your printer doesn't appear. |
| My laptop battery drains too quickly. Help! |
To extend battery life:
|
| How do I set up my company email on my phone? |
Follow our detailed setup guides: iOS devices: iOS Setup Guide Android devices: Android Setup Guide |
Software & Applications
Software installation, access, and management
| Question | Answer |
|---|---|
| How do I request software installation? |
Submit a software request to the IT Help Desk specifying the software you need. • Approved software: Will be installed promptly • New software: Requires Configuration Control Board review for security and compatibility approval |
| Can I install my own software? | No. Only IT-approved software is permitted for security compliance and CMMC certification. Submit all software requests through the Help Desk portal for evaluation and approval. |
| How do I schedule a conference room? | Use Outlook Calendar to book conference rooms. Follow the detailed guide: How to Book a Conference Room |
File Management & Data
Managing files, data recovery, and file transfers
| Question | Answer |
|---|---|
| I accidentally deleted a file. Can I recover it? | First, check the Recycle Bin. If the file is not there, contact the Help Desk immediately for assistance with file recovery from backups. |
| How do I transfer files between computers? |
Use these approved methods:
|
| Why am I unable to download or print email attachments? |
Odyssey's corporate policy blocks downloading and printing attachments on non-Odyssey computers as a security measure to protect company data. Approved process: Forward via email to customer or personal email UNLESS it contains:
Note: Personal PHI or PII can be sent to your personal email only. |
Security & Compliance
CMMC, CUI, phishing protection, and secure data handling
| Question | Answer |
|---|---|
| What is CMMC? What is CUI? How can I contribute? |
CMMC (Cybersecurity Maturity Model Certification) is a cybersecurity requirement for government contractors. CUI (Controlled Unclassified Information) is sensitive government information requiring special handling. Your contribution: Familiarize yourself with company policies in the UKG Pro policy library and follow all security protocols. |
| How do I report a suspected phishing email? |
CRITICAL: Do NOT click any links or attachments. Take these steps:
|
| How do I share CUI with teammates, partners, and co-workers? |
First: Confirm recipients are authorized to access CUI. Internal sharing: Share via SharePoint link (preferred method) External sharing:
Need help with S/MIME? Contact the Help Desk for guidance. |
Multi-Factor Authentication (MFA)
Setting up and managing MFA methods for secure access
| Question | Answer |
|---|---|
| How do I request an additional MFA method for my office or mobile device? | Contact the Help Desk at (978) 906-0978 for immediate assistance in adding an additional MFA method to your account. |
| If I'm on a military installation (e.g., SCIF or SAPF), what MFA method should I use? |
If you cannot use Microsoft Authenticator, alternative methods include:
Contact the IT Help Desk for assistance with adding a phone number as an MFA method. |
Direct Employees & Special Situations
Guidance for direct employees and working across different systems
| Question | Answer |
|---|---|
| What is the difference between my .mil account and my Odyssey email account? |
Example: YourName.CTR@USAF.mil vs YourName@Ody.com Critical restriction: You cannot conduct Odyssey business on government-issued computers. This includes:
All company communications (including training emails, time-sensitive information, and critical security clearance details) will be sent through your Odyssey email. |
| What do I do when I need to work on Odyssey work, can't use a customer computer, and can't download/print? |
You have several options:
|
Additional Support
Contact information and additional resources
| Question | Answer |
|---|---|
| Where can I find IT contact information? |
IT Help Desk Contact Information: Phone: (978) 906-0978 Email: help@odysseyconsult.com |
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