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Contents

Introduction ............................................................................................................... 2

New Contractors - Onboarding .................................................................................. 2

Set Up Your Workstation ........................................................................................... 5

Create a Workspace for Your Workstation ............................................................. 5

Prepare for Online Meetings .................................................................................. 5

Configure the Device with Software .......................................................................... 6

Install Software .......................................................................................................... 7

Install Citrix Receiver and the Zoom HDX Plugin ................................................... 7

Install GlobalProtect on Your Device ..................................................................... 8

Connect to the USAA Network .................................................................................. 9

Start GlobalProtect on Your Device ....................................................................... 9

Access Your Citrix Virtual Desktop ...................................................................... 11

Install Pre-loaded Software .................................................................................. 13

Navigate Your Primary Virtual Desktop ................................................................... 13

Get to Know the Citrix Toolbar Options ................................................................ 13

End the Citrix Virtual Desktop Session ................................................................ 14

End the GlobalProtect Session ............................................................................... 14

Troubleshooting ...................................................................................................... 15

How to Refresh Your GlobalProtect VPN ............................................................. 15

Enable the Outlook Zoom Plugin ......................................................................... 15

Updating the Zoom HDX Plugin on Windows Devices ......................................... 15

Additional Resources .............................................................................................. 16

Activate Microsoft Office ...................................................................................... 16

Dual Monitors Setup ............................................................................................ 16

Zoom Setup ......................................................................................................... 16

Slack .................................................................................................................... 17

Requesting Additional Software ........................................................................... 17

Self Service Articles ............................................................................................. 17

Compliance Awareness ........................................................................................... 18

Non-Member Contact (NMC) Setup Guide Connecting to a USAA Virtual Desktop on a Non-USAA Managed Device

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Introduction This document guides NMC personnel working from home through the process of

connecting to a virtual desktop with a computing device that is either a personally

owned device or one provided by a third party. This document is a resource linked in the

Non-USAA Managed Devices Resources page of the usaa.com/ExternalConnect site.

This guide also includes updated Virtual Private Network (VPN)

procedures supporting new compliance policies required to access the

USAA network from the internet, an external environment to USAA.

This requirement includes the use of the GlobalProtect application that

needs to be installed on the non-USAA-managed device.

If you are onboarding as a contractor, continue to the next section. All

others may proceed to the Set Up Your Workstation section.

New Contractors - Onboarding Read through the onboarding instructions below and have the following items ready for

your first day at USAA. If you have any questions, contact your recruiter or your USAA

Lead.

Review Emails from Your USAA Leadership

1. Expect to receive information about how your USAA Lead will help facilitate your

first login or details about their specific process.

2. Make a note of your USAA Eagle ID needed to log in to the USAA network. The

seven-character ID is sometimes referred to as your login ID.

Example: PLX1234

3. Prior to your first day, download the Symantec VIP Access app from your

phone’s app store. When you launch the app that provides you Credential IDs for

login, you will see the official logo:

4. If your USAA Lead instructs you to download the Okta Verify app from your

phone’s app store in addition to the Symantec VIP app, ensure you download the

correct app by Okta Inc.

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Obtain Information to Connect the Endpoint Device to the Internet

If your company has provided you a device to connect to the USAA network,

obtain the phone number for their IT help desk, if available, to assist you in

configuring the computer they provided.

Keep track of the password to log on to your device.

Determine the options available to connect the device

to the internet, such as using an Ethernet cable or

Wi-Fi.

Test the connection before you start the setup.

Note: If you are using your own personal device, you

may not need an admin password to do system

configurations; however, you will probably need your

internet network password that serves as the

Network Security Key.

What to Expect During the IT Service Desk Call On your first day, your USAA Lead will most likely initiate a three-way

call with the USAA IT Service Desk at (210) 456-9999. You can expect

the following to occur:

• The TSR will register your phone Symantec VIP Access app to serve as a

login credential. Below are visual references of the app and the Credential

Verification screen:

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• The Technical Service Representative (TSR) will inquire if you have

set up the device with the software needed to connect to the virtual

machine on the USAA network and your device is connected to the

internet for your first login.

• The TSR will generate a one-time passcode (OTP) so that you can log in to the

USAA network with your Eagle ID and the OTP.

• Once you are logged in, the TSR will prompt you to create your new Eagle

Account password that must consist of 12 characters, including at least one

uppercase letter, one number and one special character, such as the @ (At

sign), the # (Pound sign) or the $ (Dollar symbol). Using Chrome, you may be

directed to enter the following address into the browser: http://go/password.

o Ensure you keep track of your new case-sensitive, Eagle LAN password.

o If you have any questions about your Eagle LAN password or the

go/password/ link, ask the TSR while you are on the phone.

• The TSR will then direct you to log off so that your Eagle LAN password can

synchronize across your assigned applications. Wait for the TSR’s prompt to log

in again.

• When you log back in with your new Eagle LAN password, the

Symantec VIP Access push notification will appear on your phone.

You will tap Approve or open the VIP Access Credential

Verification screen to tap the checkmark .

Alternate Method

Be aware that your USAA Lead may choose to generate the OTP without the

help of a TSR at the IT Service Desk.

• Your USAA Lead will call you to provide the OTP and login support.

• With this method, you will then log in to the USAA network without a

Symantec VIP Access token. Note: The OTP is valid for two hours.

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• Once you are connected to the USAA network, you will contact the IT

Service Desk at (210) 456-9999 to register your phone VIP Access

app for future logins.

• The TSR will guide you through the Eagle Account password (also

referred to as the LAN password) reset process at go/password/ and how

to reboot your virtual machine to synchronize your LAN password for

single sign-on access to other applications.

Download and Install Software Needed Proceed to the following sections to set up your workstation, install software and

configure your device before your first login session with the Service Desk TSR.

Set Up Your Workstation

Create a Workspace for Your Workstation To create a comfortable workspace for yourself, consider the following suggestions:

✓ Ensure a power outlet is nearby.

✓ Verify you have a good Wi-Fi signal or an ethernet

cable to connect your PC to your internet service

provider’s (ISP) modem.

✓ As much as possible, set up your workstation with ergonomic principles in mind

and pay attention to your posture as you work, especially during extended

periods of time at your workstation.

Prepare for Online Meetings

✓ Choose a quiet area that is ideal to apply the

meeting principles discussed in the

Together, Anywhere section.

✓ Navigate to your device’s audio settings to

configure your headset. If you have a USB

headset with a mic, which would be ideal, ensure it is the only headset enabled.

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Configure the Device with Software

Ensure your device has a Secured connection to the

internet.

In Chrome, the supported browser, use the links below to download the required

applications for your device. Note: For contractors with devices provided by their

companies, contact their IT support for the admin access required.

Windows Devices Mac Devices

Citrix Receiver and HDX Plugin Citrix Workspace

Zoom HDX Plugin

GlobalProtect GlobalProtect

Note: The links to the applications listed above are also provided in the External

Connect page, which has the official USAA links.

o Citrix Receiver – facilitates and maintains the Citrix virtual desktop. The

Install Citrix on Your Personal Device section provides setup steps.

Note: For Windows devices, the Citrix and Zoom plugin are bundled

together, unlike the Mac devices in which the applications need to be

downloaded and installed separately.

o Realtime Media Engine’s Zoom HDX plugin – coordinates the use of the

device speaker and mic in Zoom sessions. The Mac Devices section

provides setup steps.

o Palo Alto Networks GlobalProtect – provides the VPN secure connection.

The Install GlobalProtect on Your Device section provides setup steps.

Consider adding the following links to your browser Favorites for login purposes:

o GlobalProtect: https://myvpn.usaa.com

o USAA Citrix: https://mydesktop.usaa.com

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Install Software

Install Citrix Receiver and the Zoom HDX Plugin

Windows Devices

After you have downloaded the Citrix and Zoom

HDX Plugin software at Citrix Receiver and HDX

Plugin, which are bundled together in one download, click the executable file

and follow the prompts to install the package.

Notes:

a. You need administrator access to install this package.

b. The admin will click Yes to the User Account Control popup or Security

Notice, before selecting Install.

c. This process takes about five minutes. When the installation process is

complete, the installation window closes.

Launch the Citrix Workspace application manually:

a. Click the Windows Start menu.

b. In the All Programs panel, click Citrix

Workspace.

To test the installation, open a browser window and type the following in the

address field: https://mydesktop.usaa.com. Expect to see the USAA

Connecting to NetScaler window.

Close that window and proceed to the Install GlobalProtect on Your Device

section.

Mac Devices

1. After you have downloaded the Citrix software at Citrix Workspace, which is

compatible with your Mac OS version, click the Citrix-Workspace executable

file and follow the prompts to install the Citrix Workspace app for Mac.

2. After you have downloaded the Mac HDX plugin at Zoom HDX Plugin, follow

the prompts to install.

3. Restart the device after the installation is complete.

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4. If prompted to allow Zoom HDX plugin, the Citrix Viewer, access to

microphone or camera, select Yes.

Note: You can validate that the Citrix Viewer.app has access to the mic and

camera by checking the System Preferences under Security and Privacy to

see that the app is activated.

To validate the connection to the virtual desktop, navigate to the following

address and expect to see the Connecting to NetScaler window:

https://mydesktop.usaa.com.

Close that window and proceed to the Install GlobalProtect on Your Device

section.

Install GlobalProtect on Your Device

1. Open an internet browser and navigate to https://myvpn.usaa.com.

2. Log in as normal on the USAA employee logon

page. Type your Eagle ID and click Next.

3. Select the best installation option for your

operating system and download it.

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a. Windows users should try the Windows 64-bit GlobalProtect agent

installer first, unless you are sure your computer is 32-bit system.

b. For Mac computers, select the Mac 32/64 bit GlobalProtect agent

option.

Note: You may get one or more pop-up windows asking you to allow

GlobalProtect to install on your device. Click Allow so GlobalProtect can

function correctly.

4. Install the GlobalProtect application that you downloaded:

a. Double-click the GlobalProtect file that was downloaded.

b. Follow the prompts to install the GlobalProtect application by selecting

Next until the installation is complete.

c. Click Close.

Connect to the USAA Network

Start GlobalProtect on Your Device Note: If you are onboarding, ensure you completed the registration of your phone app,

such as Symantec VIP Access , for the second credential token needed.

1. Once installed, the GlobalProtect icon – a globe – can be found in the system

tray on the bottom right of the screen (Windows) or in the upper right-hand corner

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near the clock (Macs). Click on the GlobalProtect icon to launch.

Note: On the initial launch, a blank portal screen appears.

2. Enter myvpn.usaa.com as the portal address and click Connect.

3. Enter your Eagle ID on the USAA Employee Logon page and select Next.

4. For the second validation using the Symantec VIP Access app, tap

the Approve option on your phone notification or select the checkmark

in the Credential Verification screen of the app.

5. Wait for a few seconds while GlobalProtect is connecting.

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6. Your computer is connected to the USAA network when GlobalProtect displays

the message Connected. You still will see your personal device desktop.

Important: Leave GlobalProtect running as you prepare to connect to your

virtual desktop session.

You’re not finished yet! Now that your GlobalProtect VPN is ready, continue to the next

section to begin your connection to access your virtual desktop in the USAA network.

Access Your Citrix Virtual Desktop Note: If you are onboarding, ensure you completed the registration of your phone app,

such as Symantec VIP Access for the second verification needed.

1. Access https://mydesktop.usaa.com using Chrome.

a. Ignore any popups to install software.

b. If prompted by the Citrix Systems add-on message, click the drop-down

arrow and select Allow for all Websites.

2. If prompted for VPN to reconnect, enter your Eagle ID and

then select Next.

3. At the Connecting to Citrix NetScaler login screen, enter your Eagle ID. Click

Next.

4. At the Welcome to USAA screen, enter your Eagle Account password and

then click the Accept / Deny option to activate the second verification. Note:

This option engages the Symantec VIP app to verify approval by phone to

access your account.

5. When you are prompted on your phone, tap

Approve.

Note: If the push notification is not accessible or

you missed it, open the Symantec VIP Access app and select

the checkmark in the app window.

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6. At the Citrix Receiver window, click Details next to the Primary Virtual Desktop

icon.

a. Notice that the Lterm number assigned to you is listed. You need the

Lterm number when you request software or need technical support from

the USAA IT Service Desk.

b. Notice the options:

• Open - connects you to your virtual desktop. Same action as

double-clicking the desktop icon before opening Details.

• Restart – reboots virtual desktop if the connection is interrupted.

Note: If your primary desktop is not available, a Loaner virtual desktop option

may be available as a temporary solution. Be aware that any settings you

configure within the loaner virtual desktop or saved files are lost when you sign

out of the loaner.

7. Select Open to start your Primary Virtual Desktop. In Chrome, it appears as a

downloaded file from the Citrix MyDesktopWeb at the bottom of the window.

8. Click the downloaded item that appears at the bottom of the window before it

times out. The system provides you a connecting status:

9. When the system connects to the network, you will see the Protect USAA

window. Wait for the “Applying user policy” process to complete.

When you see the Citrix menu icon, which resembles a

domino, it is the indicator that you are at your virtual desktop.

The Get to Know the Citrix Toolbar Options section

provides more information to help you navigate your virtual desktop.

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Install Pre-loaded Software Once you log in to your virtual desktop, you will be able to install additional software that

may have been loaded for you to use.

1. Click the Windows Start menu icon and start typing Software

Center. You will see the search entry box as soon as you start typing.

2. Select Software Center from the search results under Best match.

3. Select any application waiting to be installed, such as Slack, and click

Install.

4. Continue installing other applications that have been downloaded for you.

Navigate Your Primary Virtual Desktop

Get to Know the Citrix Toolbar Options The Citrix Toolbar is accessible from the Citrix pull-down menu at the top of the screen.

• Home – Minimizes your Citrix virtual desktop to an icon on the Taskbar, leaving

you at your device’s desktop. To maximize, click on the monitor icon on the

Taskbar.

• Primary Virtual Desktop – Provides a visual status of your virtual desktop, such

as when you split your screen in half.

• Ctrl+Alt+Del option – Access the Lock, Unlock, and Sign Out options.

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o Lock – Locks your virtual desktop temporarily.

o Unlock – Unlocks your virtual desktop.

o Sign Out – Logs out of the virtual desktop so that system updates can occur.

• Preferences – Provides Citrix options to use the local computer resources.

• Window – Resizes the virtual desktop window, as if to minimize or maximize the

window.

• Disconnect – Closes your virtual desktop but does not sign you out of the VM.

• Shortcuts – Switches between open applications on your virtual desktop.

Pressing the Alt+Tab keys also allows you to toggle between applications.

End the Citrix Virtual Desktop Session To sign off from your Citrix virtual desktop, follow these steps so that your Lterm can

receive system updates while you are offline:

Save your work, backup your files, and close all applications.

Click on the Citrix pull-down menu.

Click on the Ctrl+Alt+Del menu option.

Note: Pressing these keys on your keyboard will activate the Task Manager on

your personal device not on the virtual desktop.

Click Sign out.

Proceed to the End the GlobalProtect Session section.

End the GlobalProtect Session Important: If you do not disconnect from GlobalProtect after you are finished with your

virtual session, you will not be able to access the internet on

your personal computing device.

Click on the browser’s Show Hidden Icons option on the

Taskbar to open the system tray.

Note: On Mac computers, the globe icon is in the upper-

right area of the screen.

Click the Globe icon for GlobalProtect.

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Click Disconnect.

Troubleshooting

How to Refresh Your GlobalProtect VPN If your system is having connectivity issues, refresh the connection.

From the device desktop or its system tray, click the GlobalProtect globe icon.

Click the Menu option at the top right.

Select Refresh Connection.

Click OK.

Enable the Outlook Zoom Plugin If you do not see the Zoom meeting options in Outlook, install the Zoom Outlook Plugin

using the Software Center and then enable the add-in in Outlook.

1. Refer to the Install Pre-loaded Software section to install the plugin.

2. In Outlook, click on File and then Options.

3. Select Add-ins.

4. Click the Manage drop-down menu and select Disabled Items.

5. Click on Zoom Outllook Plugin and then click

Enable.

6. Restart Outlook and verify that the following icons

are on the ribbon.

Updating the Zoom HDX Plugin on Windows Devices The Zoom HDX plugin, which is bundled with the Citrix workspace installer, helps

provide the best audio and video experience on Zoom while using a USAA virtual

desktop. If you are using your own personal computer, the following steps may be

helpful especially if you need to upgrade the plugin from an older version.

1. After downloading the latest Zoom Media Plugin software from

https://usaa.com/zoomhdx (Windows devices), do not click on the downloaded

executable file or install the plugin yet.

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2. Restart the device to ensure there are no other applications running that could

conflict with the plugin install.

3. When the device has completed the restart, do not log into your USAA virtual

desktop. Make sure the Citrix Receiver VDI (virtual desktop) is closed and not

running.

4. Find the downloaded Zoom plugin software file in the Downloads folder and

double-click the ZoomCitrixHDXMediaPlugin downloaded file to begin the

installation.

5. Select all of the default options provided by the Citrix Receiver Setup wizard

during the installation.

6. Click Close when the Installation Complete confirmation appears.

7. When the installation is confirmed, restart your computer one more time to

finish the process.

Additional Resources After you access the USAA network, more helpful information and user guides can be

found on our internal TechSpot website. Type Go/TechSpot/ in a Chrome browser

window to access the site where you can find the following information.

Activate Microsoft Office

• Navigate to Other Resources of the Quick Start Guides

selections to view the How to Activate MS Office steps.

Dual Monitors Setup

• Citrix supports dual monitors for your Primary Virtual Desktop. For more

information, refer to How to Configure Dual Monitors for a Virtual Machine.

• Mac computer users can refer to Dual Monitors Setup for MacBook Users in the

Virtual Machine.

Zoom Setup You can use audio from the built-in speaker. You can also use either your

personal headset or ear buds wired with a mic.

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• For information on setting up Zoom, refer to Zoom First-Time Desktop Log In:

Zoom Like a PRO.

• To navigate the Zoom interface and manage your microphone, refer to Zoom

Basic License Meeting Controls Infographic.

• For Windows, see Schedule a Zoom Meeting in Outlook on Windows 10.

Note: If you do not see the Zoom options on the Outlook ribbon, refer to the

Enable the Outlook Zoom Plugin section in this guide to configure Outlook.

• For Macs, look for the quick start guide, Schedule a Zoom Meeting in Outlook on

a Mac.

Slack You will find several resources to get started with Slack. Refer to the pro

series, Slack Like a Pro. On Slack, search for #slack-help.

Requesting Additional Software To request software not already installed on your virtual desktop, navigate to the

Software Request System page at Go/SoftwareRequest/.

o You will need your virtual desktop LTerm.

o For step-by-step instructions, access How to Request Software.

Self Service Articles Along with the TechSpot website, you can search the Knowledge Base (KB) articles at

Go/IThelp/ to troubleshoot issues with your software or virtual desktop.

IT Service Desk To report an issue, you can contact the Service Desk at (210) 456-9999 or launch a

Chat at go/ITHelp/ once you have logged into to the USAA network.

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Compliance Awareness USAA is committed to Be a Compliant Company. The following best practices are

provided to help you support USAA’s commitment:

Together, Anywhere As we transition into our new way of

working, we must continue to evolve

how we work, leveraging our

collaboration tools and practicing

behaviors that drive inclusion and

productivity.

• Intentionally Connect to Build Relationships

o Use dedicated Slack channels or Zoom meetings to build relationships.

o Make an effort to use your camera on Zoom, especially in one-on-ones

and small groups.

• Drive Inclusive and Effective Meetings

o Add a Zoom link to every meeting. Expect virtual participation by using

chat and using Mural as a whiteboard.

o Acknowledge time zones and give space by scheduling meetings between

10 a.m. and 4 p.m. CST and avoiding Friday afternoons.

o If holding a meeting in a conference room don’t leave people out of the

conversation by muting Zoom to talk with only the people in the room.

• Collaborate Outside of Meetings

o Reconsider the need for meetings if the information

could be shared or discussed via email, Slack, or

Box instead.

o Be aware of the negative impacts of meeting overload and Zoom fatigue

for yourself and others. Challenge yourself to reduce the number of

standing meetings.

o Try using Slack, Box Notes and Mural to replace meeting for stand-ups,

discussions, and information sharing.

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For more information on virtual meetings, guides are available on the TechSpot Be

Meeting Ready page at Go/TechSpot/.

Security Best Practices In our USAA capacities, we all have the responsibility to protect USAA and our

members by adhering to security best practices. Once you gain access to the USAA

network, visit the Security Awareness page at Go/Security/.