End User Services

How to reach out to us?

Frequently visited pages

Access Requests

  • For information about the access request policies and security guidelines, please refer to the Security Team’s access request handbook page section.

  • For links to role based access request templates, system access templates, and other general instructions and FAQs, please refer to the Access Requests page.

Baseline & Role-Based Entitlements

Automated Group Membership Reports for Managers

If you would like to check whether or not a team-member is a member of a Slack or a Google Workspace group, you can view the following automated group membership reports:

Okta

To read more about Okta, please visit the Okta page of the handbook.

Jamf (Endpoint Management)

To read more about our Jamf deployment please visit the Endpoint Management page of the handbook

Laptop Delivery Metrics

To view laptop delivery metrics and statistic please visit the Laptop Metrics Handbook Page

GitLab Onboarding and machine management

Please visit the GitLab Onboarding and machine management handbook page

GitLab Laptop Offboarding

Please visit the GitLab Laptop Offboarding page for information pertaining to this process at GitLab handbook page

Self-help and troubleshooting

Experiencing some issues with your machine, access to systems, 2FA or other IT related issues? Please visit our self-help and troubleshooting handbook page

GitLab IT 101

New to GitLab and looking for some IT tips and tricks? This is the spot for you, we have created a comprehensive guide for using the IT systems, apps and hardware in this handbook page

Offboarding

  • Are you or a direct report leaving the company? Please reference the Offboarding handbook page to see the action items that you can take to create a smooth transition for you and your team.

Automations

IT-Help Slack Issue Creator

This automation converts Slack threads from the #it_help channel to issues in GitLab. With most IT support requests being handled in the #it_help Slack channel today, this automation will create one basic intake point with bilateral synchronization to GitLab helpdesk issues.

How to use it

Reach out to the #it_help Slack channel as usual when assistance is needed. The automation will then create, update, and manage an issue created for the Slack thread. You will be able to communicate with the IT Analyst either via the Slack thread or in the issue created by the automation, and responses will sync in both places.

How it works

The script scans the IT help Slack channel and performs the following actions:

  • Creates a new GitLab issue if a user adds an 👀 reaction to a message and the issue has not been created yet.
  • Closes the GitLab issue if a user adds a check mark (✔) reaction and the issue has been created but not closed.
  • Reopens the GitLab issue if it has been closed, but the check mark reaction is removed.
  • Adds system labels to the GitLab issue based on specific emoji reactions in the Slack channel.
  • Parses the Slack thread and adds comments to the related GitLab issue.
  • Adds comments from GitLab issue into Slack thread.

To learn more on how this automation works, check the IT-Help Slack Issue Creator wiki. {: .alert .alert-info}

Mission Statement

IT Help

  • IT Help will triage all IT related questions as they arise.

  • Build a knowledge base of IT practices and pragmatic problem solving in the handbook.

  • Account management for password resets and lockout.

  • On call support for immediate software and hardware issues during local business hours.

  • Diagnose computer errors and provide technical support.

  • Troubleshoot software and hardware.

  • Support Weekly IT Onboarding Sessions for new Team Members.

  • Train end-users how to setup and use new technologies. Provide technical support over the phone or Web.

  • Use specialized help desk support software to take control of end-users’ computers to troubleshoot, diagnose, and resolve complex issues.

IT Holiday Schedule

The IT Helpdesk team (End User Services) will be observing 2 end of the year holidays during the weeks from 2023-12-18 to the 2024-01-02.

Observed Support Holidays Monday December 25th Monday January 1st

If you have an urgent request, please reach out to us via slack in the #it_help channel.

IT Ops

  • IT Ops will work with Security, the People Group, and Business Technology to develop automated on-boarding and off-boarding processes.

  • We will develop secure integrations between Enterprise Business Systems and with our Data Warehouse.

  • We will develop tooling and process to facilitate end-user asset management, provisioning and tracking.

  • We will work to build API Integrations from the HRIS to third party systems and GitLab.com.

  • We triage IT related questions as they arise.

  • We build and maintain cross-functional relationships with internal teams to champion initiatives.

  • We will spearhead on-boarding and off-boarding automation efforts with a variety of custom API integrations, including GitLab.com and third-party resources, not limited to our tech-stack, with scalability in mind.

GitLab IT Team

Laptop Wipe Schedules for IT Analysts


GitLab IT 101
Welcome To GitLab! Congratulations on joining GitLab! This page is dedicated to the IT onboarding experience, here at GitLab we use many applications and the latest hardware to enable you to complete your work to the best of your ability! While it may seen a little bit overwhelming at the start the Team member enablement team is here to make the process as easy as possible! Getting Started Laptop Setup: MacBook The first time your MacBook Pro starts up, Setup Assistant walks you through the simple steps needed to start using your new Mac.
GitLab Laptop Management
Purpose This page displays different pieces of information surrounding GitLab laptop procurement and management. Scope At GitLab, we use centralized laptop management for company-issued laptops. If you are in possession of a company-issued laptop, the details below apply to you. However, not all endpoint management technologies GitLab deploys will be required for Apple, Linux, and Windows laptops. Some technologies may be specific to the hardware platform or operating system. Roles & Responsibilities Role Responsibility GitLab Team Members Responsible for following the requirements in this procedure Business Technology Responsible for implementing and executing this procedure Business Technology Management (Code Owners) Responsible for approving significant changes and exceptions to this procedure GitLab Laptops New Hire Laptop Ordering Process The laptop ordering process for new hires starts as soon as an offer is accepted by a candidate and the initial Welcome email is sent by the Candidate Experience Specialist.
How To Use Gmail Delegate
Introduction The purpose of this handbook page is to describe how to utilize Gmail Delegation. Gmail delegation gives the ability to access another individuals Gmail Inbox. How To Access Delegates Using mail.google.com **Note** {: .panel-heading} Gmail Delegation is only available via the Gmail Webpage Log into mail.google.com with your GitLab email address In the top right corner of mail.google.com click on your Gmail Profile If you have delegation access you will see the team members account under your Gmail Account.
How To Use Google Calendar Delegate
Introduction The purpose of this handbook page is to describe how to utilize Google Calendar Delegation. Google Calendar delegation gives the ability to for a team member to access another team member’s Google Calendar. There are different Levels of Permissions that can be assigned to Google Calendar Delegation. How to Add A Google Calendar Delegate Using calendar.google.com Log into calendar.google.com with your GitLab email address In the top right click on the Gear icon to go into the Google Calendar Settings
How To Use Google Drive Sharing
Introduction The purpose of this handbook page is to describe how to utilize Google Drive Sharing. Google Drive sharing gives the ability to access another team members Google Drive File or Google Drive Folder that is stored in their My Drive. There are different Levels of Permissions that can be assigned to Google Drive Sharing. How to Share Google Drive Files **Note** {: .panel-heading} There are multiple ways to share Google Drive files and folders.