Frequently Asked Questions
Frequently Asked Questions
Q: How do I submit an IT Helpdesk Ticket?
A: For IT requests and to report issues, email helpdesk@kpaonline.com. Common types of requests: Access to KPA resources, install software to do your job, Network issues, Hardware requests (Peripherals & Accessories). If the requests need to be treated with the highest priority as possible, simply type “Urgent” anywhere in the body of the email or Subject line. There are multiple ways to submit a ticket, for instructions on how to submit a ticket for IT Helpdesk use the following link:
Q: What is the difference between IT Helpdesk and Customer Support (Vera Suite)?
A: The difference between these two departments is rooted in what exactly is being supported. IT Helpdesk supports issues related to KPA account setups, physical hardware issues, and software issues such as Windows, Chrome, or Microsoft Office issues. Customer Support supports Vera Suite and is the primary point of contact for any issues that occur inside of Verasuite. For instructions on how to submit a ticket for Customer Support (Vera Suite) use the link below:
Q: What is Duo? How do you get setup on Duo for Multi-factor Authentication?
A: Duo is what KPA uses for multi-factor authentication, which essentially means to verify your identity, in two or more ways, when logging into your KPA account. The two links below explain how to get setup with Duo.
- Setting up Two-factor Authentication
- Adding new or additional devices to Duo multi factor authentication
Q: How do I setup my KPA Outlook signature?
A: You can go to KPA Email Signature Template for the signature template and instructions on how to setup your signature in Outlook.
Q: What is OneDrive? How is it utilized inside of KPA?
A: OneDrive serves multiple technical functions for KPA employees, the main two functions being a backup solution and file-sharing service. Every laptop/desktop uses OneDrive to backup their Desktop, Documents, and Pictures folders. OneDrive is also utilized to sync with SharePoint libraries that we use for file-sharing purposes.
Q: How do I login to Salesforce?
A: Please use the info below to access Salesforce
URL = https://kpa.my.salesforce.com
Click the "My Company ID" button
Login = First Initial+Last Name@kpqhq.net example: jdoe@kpahq.net
Password = Domain Password
Q: What is KPA’s VPN and when should you connect to it?
A: SonicWall NetExtender is the VPN client that is used by KPA. VPN is only necessary when connecting to Internal resources like file shares. NetExender can be launched from the start menu or Desktop. For more information see the Knowledge Base article
- Connect to the KPA network remotely using the SonicWall NetExtender SSL-VPN Client
Q: What are some of the commonly accessed KPA websites?
A: Use the link to access the article on KPA's commonly accessed websites
- Commonly Accessed KPA Websites (Managed Bookmarks)
Q: How do I connect to Wi-Fi at any KPA location? What devices can I connect to the KPA Guest Wi-Fi (not laptops)?
A: Use the link to access the article on KPA's Wi-Fi
- KPA Wi-Fi
Q: What is the KPA password policy?
A: You will be required through policy to reset your password every 9 months. Passwords must be at least 10 characters and include characters from 3 of the following 4 categories: uppercase letter, lowercase letter, number, or special character. A notification will remind you to reset your password before it expires.
Q: How do I setup my voicemail for my KPA extension (GoTo)?
A: Please follow the instructions from the Setting Up GoTo Voicemail article using the information provided in your New Hire: IT Orientation document.
Q: What is the difference between our @kpa.io and @kpaonline.com email addresses? What is kpahq.net?
A: A few years ago, KPA went through a rebranding and in the process of that rebrand we changed our email addresses from @kpaonline.com to @kpa.io. When it comes to giving out email addresses, KPA employees should always give out their @kpa.io address. Certain logins for KPA will require that users use @kpahq.net when signing in so if @kpa.io and @kpaonline.com are not working, trying @kpahq.net is the next best step (usually only for Verasuite). It is recommended to try all 3 email addresses if having problems signing into a KPA website/application.
Q: How do I request additional software?
A: KPA utilizes a variety of applications and software, some of which are specific to job function. Some examples: Adobe Creative Cloud, Visio, Salesforce (SFDC), Zendesk , etc. Custom software requests should be submitted to the IT Helpdesk for review and may need Manager approval.
Q: How does KPA handle asset management for my laptop/desktop?
A: When it comes to asset management for your KPA hardware (laptop/desktop), there are 3 things to keep in mind:
- Windows Updates – Microsoft Windows Update occur periodically. They can be postponed, however it is recommended that you install updates ASAP; some updates require a restart.
- CrowdStrike - KPA uses CrowdStrike Endpoint Security for Antivirus and Firewall protection. You should not see this software pop-up as it does normally run in the background, but it is good to know in case you do see something to let IT Support know.
- Remote assistance – IT Support uses LogMeIn to remotely support end users.
Q: What will I use for printing KPA documents?
A: When in-office, each KPA employee is given automatic access to a network printer located somewhere within their office. When you scan documents, they are automatically sent to your KPA email address as a PDF file. If you work from home, KPA will provide you with a printer if the role requires it.
Q: Are there any trainings that need to be completed?
A: You are required to complete two different trainings for onboarding with KPA:
- KnowBe4 - KnowBe4 is the world’s first and largest New-school security awareness training and simulated phishing platform that helps you manage the ongoing problem of social engineering. KPA employees are required to complete security training that is assigned to every new employee through this program. You should have received an email from KnowBe4 with a link to get setup and logged in.
- KPA EHS Training – In your “Managed Bookmarks” folder in Chrome (on KPA device) you should notice a bookmark named “KPA EHS (iScout)”. This link will use SSO to sign in and all new employees have assigned training to complete on this platform.