Who Does What (Professional Staff)

STA Training

1. Tour of area
2. Basic responsibilities
   walk-ins
   phones
   front desk log
   Helpstar maintenance
   answering questions and solving problems
   Lab runs
   prepping and issuing loaners
   working on software problems (as assigned)
3. Who does what (professional staff)
4. Phones
   How to answer the phone
   Logging the call on the front desk log
   Transferring calls
   Importance of follow up to calls
5. Helpstar
   How to open a ticket
   How to maintain a ticket
   How to close a ticket
6. Front desk troubleshooting
   Is there a known answer or standard procedure to follow (such as email on phones, installing SPSS)
   Asking professional staff
   Never guessing
   Googling the answer
   Testing the answer
   Documenting the question and answer
7. Doing a lab run
   Where is the key
   Checking the board to see if you need paper
   Where are the labs
   Checking the hardware
   Checking the toner
   Checking the paper
   Logging the info at the TRC
   Returning the key
8. Taking in a computer
   Who is eligible for free service
   What are our service rates
   How to discuss charges with customers
   Who is eligible for a loaner
   Where loaners are kept and returned
9. Hardware basics
   Parts of a laptop/desktop
   Identifying ports
   System board
   Mem chips
   graphics cards

1. Batteries
   battery warranty
   Dry boot
   Testing AC adapter/battery charge problem
2. How to ghost and prep a loaner
3. Rentals
   Who can rent
   Cost of rentals
   Rental forms
   Payment options
4. Malware/Virus cleanup
   virus scans
   anti-malware products
   Scans from boot
   Using safe mode
5. Backup
   How to remove a hard drive
   How to use the hdd adapter
   Where we store student backups
   What to backup
   How to be careful and thorough
   Use of the “restored” folder on altman
6. Ghost
   What does ghost do
   Creating an image vs. replacing an image
   Verifying backup
   How to run a ghost session
   One vs multiple machines
   Ghost boot disks
7. Basic Ethernet networking
   Ethernet vs. wireless
   Advantages of Ethernet over wireless
   What is a switch
   Use of Ethernet switches in software room
   How Ethernet works on main network vs. res halls
   Use of “student res hall switch” for troubleshooting
   Troubleshooting Ethernet in res hall
   Troubleshooting Ethernet on main network
8. Basic wireless networking
   Wireless on main network vs. res halls
   How to join machines to HCWHawks
   How to use HCHawksGuest
   Where to find handouts
   Computers vs. other devices
   Troubleshooting wireless on main network
   Troubleshooting wireless in res hall
9. More networking
   What is an IP address
   How to find your IP address
   What can you learn from IP address
   Range at HC
   How to renew your IP address
   DHCP vs static IP
10. Gmail
    Password change
    Spam label
    Setting options
    Signature
    Conversation view
    Vacation responder
    Labs
    Account maintenance (forwarding, checking other accounts)
11. Blackboard
    Log in
    Courses
    Organizations
    Wrong name in BB
    Courses not showing in BB
    Faculty requests about BB
12. WebAdvisor
    Not seeing any data or error message when accessing data
    Log in problems
    Course not showing or dropped course still showing
13. Hartlink
    Can’t log in
    Checking date, time, time zone
14. Printing
    Network vs. direct connect
    Cable, cables, cables
    Setting up a network printer
    Using Pharos (labs)
    Free prints per term
    Setting up Pharos on a laptop