MFA Support Procedure

To ensure the safety of Valencia College students and employees and prevent identify theft, the Office of Information Technology (OIT) has established a new multi-factor authentication (MFA) process that takes place when you contact OIT to request MFA support. 

 

Identity Verification 

When you contact OIT regarding MFA support:

  • An OIT technician will initiate a teleconferencing session with you.
  • In this teleconferencing session, you must present your government- or Valencia College-issued-photo identification. Please hold your ID up to the camera, so the OIT technician can see your first name, last name and, if using your Valencia College ID, your ID number (VID). 
  • Verbally providing your VID and date of birth will no longer be applicable for account verification, and under no circumstances will an OIT technician accept your word or vouch for you over the phone. 
  • Please turn off any virtual backgrounds or memoji-type characters.

If you are unable or unwilling to join a virtual session, the OIT technician will invite you to schedule a time at their local Campus Technology Office to complete this process in person.


Activity Verification

After your identity has been verified, your account activity will be inspected for suspicious activity. The OIT representative will check your audit and sign-in logs, determine if your password and/or MFA have been reset recently, look at the time stamp and location information for any recent login attempts, view your account activity, look for account breaches and red flags and confirm that MFA notifications are set up and that you're successfully logged in. 

Account Reset Procedure

Should your scenario require an MFA reset, the technician will follow the procedure outlined in our technical documents, which includes, but is not limited to:

  1. Verifying the end user's account activity. 
  2. Checking the end user's account for recent account breaches.
  3. Confirming the devices associated with the end user's MFA notifications are set up as well as confirming a successful login. 
*Please Note: OIT cannot reset your password. All password resets should be done via the password reset tool in Atlas.

 

Incident Reporting

If it is determined that your account has been compromised, the OIT technician will document the following information:  

  • Your first and last name, Valencia College username and the date of your last successful account access;
  • A detailed description of what you experienced;
  • A detailed description of what was done to verify identity;
  • A detailed description of what was done to check for suspicious activity; and
  • What resulted from the interaction (full MFA reset, revoke sessions, etc.).

 

The safety and security of your information is our number one priority, and our technicians will always best to err on the side of caution when providing you with support. Should you have any questions or concerns about this document, or the procedures found within it, please contact our Service Desk at (407) 582-5555 or oitservicedesk@valenciacollege.edu. 

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