Library & ITS Wiki
Helpdesk Draft Documentation
This is the central location for ITS Helpdesk documentation. Information is updated on a rolling basis and is therefore subject to change. For specific topics, see below.
ITS Helpdesk
See also
- go/help - The main LIS webpage, with information about a variety of topics.
- Helpdesk Internal Wiki - Handy reference for Helpdesk staff and consultants.
- Wiki Editing Protocol - Tips and guidelines on how to use and edit this wiki.
General Information
- General requests - misc requests like common phone extensions, paying tuition, mailing packets, purchasing computers
- Helpdesk Policy - An unofficial reference and statement of our policies.
- Equipment Borrowing- information about loaner equipment
- Media Services - screenings, videoconferences
- Telephone Services - general information, BlackBerry setup
- Labs and Classrooms - lab status, software installed, smart classroom help
- Microfilm and Microfiche Machines
- Printers and Print Release Stations
Network, Servers, and Internet
- Network Troubleshooting - general tips
- Advanced Network Troubleshooting
- Wireless connection instructions
- Campus Housing not on Wired Network
- I can't login to my computer | I can't login to a library loaner | MIDD domain is unavailable | The computer's login screen is not accepting my password
- Step-by-Step: Finding the IP Address and MAC/Physical Address/Ethernet ID
- Email configuration
- Email Issues
- Default Quotas
- Ldap Settings
- Syncing Calendar and Address Book
- Misc E-Mail Notes
Accounts
- Creating Middlebury Accounts (How Middlebury Accounts Get Created)
- Passwords
- How long are Middlebury Accounts kept
Information Security
Servers and infrastructure
- File Servers
- Editing Lists on Mac
- Infrastructure
- Remote Assistance
- Remote Desktop Connection
- Off Campus Access (VPN, Dial-Up, etc.)
- Access to Classes server, class e-mail lists, segue class webpages
- Certificate Errors
- Self-Signed or Expired Certificates
- Getting a Middlebury College Security Certificate
Applications and OS
General
- Viruses and malware
- Useful Applications
- Feature/Service/Application Requests
- How to find my application's version
- Application installations blocked on a Mac
Operating Systems
- Windows 7
- Windows 10
- Mac OSX
- Mac OS X MountainLion (10.8.x)
- Mac OS X Mavericks (10.9.x)
- Mac OS X Yosemite (10.10)
- Ubuntu
- Bloomberg
- Mac vs PC
Recovery and backup
Specific applications
- List of articles about specific applications
- Microsoft Office
- Optimizing Adobe Photoshop
- Share an Excel File with multiple people and allow simultaneous write access
Web apps and websites
- Hyperion
- CMS
- Webmail
- Banner & BannerWeb (note that Banner is also known as INB, or Banner INB)
- Banner vs BannerWeb vs Hyperion
- ARTstor
- Web pages served on the Classes folder
- Alumni Web site
- Measure (on-line testing)
- Segue
Multimedia
- Using the Scanners from Public Computer Labs
- Free Screen Capture Software (to capture your screen to a video)
- Optical Character Recognition (OCR) Software
- Dual-monitor or LCD projector laptop projection: PC_laptop_projection_problems
- Common_Projection_Issues
- Apple Monitor and Display Adapter Table (useful for finding the correct display adapter/dongle for a Mac)
- Converting Image file from one format to another
- Make a fillable and saveable PDF form
- Converting Multimedia Files (including video conversion)
- File and Graphic Types
Misc
- Submitting NIH Grant Forms
- Known Issues
- Diagnosing Software Problems
- PDF Files
- Downloads from the Helpdesk
- Advanced Topics
- Specialty Databases
- WiFi Calling
Using and troubleshooting hardware
Troubleshooting Computers
- Diagnostics
- Computer is slow during BIOS startup
- Mac OSX Troubleshooting
- Troubleshooting Intermittent Issues
- Troubleshooting with Ubuntu Live CD
- Troubleshooting public lab computers
- Links to Service Manuals
- Media:QuizMe-3.ppt (powerpoint presentation)
Purchase, repair, replacement, & warranties
- Computer Models Supported by the Universal Desktop Image (UDI)
- Purchasing Replacement Parts
- How can I get my computer repaired?
- Self-repair options
- Purchasing Computer Equipment Locally
- Recycling Electronics
- Checking Warranty
- How do I find my serial number
- Ordering Replacement Parts under Warranty
- Shipping Electronics for Repair
- Recalls
Accessories and External Hardware
- Batteries
- Printers
- Monitors
- CD or DVD ROM
- External hard disks
- Flash Drives
- Routers (Wireless Access Points)
- Advanced Port Replicator (docking stations)
- IPod
Hardware Maintenance
- Simple tips for traveling with computers
- Cleaning Computers
- Cooling - Overheating - Heat Issues
- BIOS and Firmware Updates
Computer distribution & configuration
Distribution
- Steps to complete with the customer after a reimage
- Distributing Macintosh Computers (for Faculty and Staff)
- Distributing Macintosh Faculty and Staff Loaners (aka "Circ" fac/staff loaners)
- Distributing Macintosh Student Loaners (aka "Circ" student loaners)
- Distributing Lab Computers
- Distributing Dell desktops and laptops (for Faculty and Staff only)
Images and software
Configuration
- Configuring Mac Loaners
- Advanced Mac Configuration Topics
- Advanced PC Config Topics
- Advanced Thin Client Topics
Virtual Computers and Thin Clients
- Using Virtual Computer Labs at MIIS
- Using the Wyse Thin Clients
- Vmware VDM (troubleshooting Thin Clients, vdm.middlebury.edu, VDI)
- Known_Thin_Client_and_VDI_Issues
Technology Education, Technical Documentation, Computing Terminology
- Technology Workshops
- ASCII Unicode and HTML Tables
- Computing Terminology
- Common Writing Errors (to be used when composing new documentation and articles)
- Free (open-sourced) icons/thumbnails/clipart
- Mac Training Topics for Helpdesk
- LS Technology Orientations
Misc
(If you don't know where to put an article link, put it here!)
- This page was last edited on 18 August 2022, at 14:24.
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