Middlebury

Difference between revisions of "Helpdesk Draft Documentation"

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The main purpose for this page is to provide a space to develop documentation that will eventually migrate to the official helpdesk documentation. As such, what's written in here is not necessarily 100% accurate.  
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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.  
  
== LIS Helpdesk  ==
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== ITS Helpdesk  ==
  
 
==== See also  ====
 
==== See also  ====
  
*[[Tech Helpdesk Public Documentation]] - a collection of end-user documentation. This will eventually replace [http://go.middlebury.edu/documentation go/docs].
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*[http://go.middlebury.edu/help go/help] - The main LIS webpage, with information about a variety of topics.
*[http://go.middlebury.edu/documentation go/documentation] - Public documentation on ''almost'' everything.  
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*[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Handy reference for Helpdesk staff and consultants.
*[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Handy reference for Helpdesk staff and consultants.  
 
 
*[[Wiki Editing Protocol]] - Tips and guidelines on how to use and edit this wiki.
 
*[[Wiki Editing Protocol]] - Tips and guidelines on how to use and edit this wiki.
  
 
==== General Information  ====
 
==== General Information  ====
  
*[[General requests]] - misc requests like common phone extensions, paying tuition, mailing packets, purchasing computers  
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*[[General requests]] - misc requests like common phone extensions, paying tuition, mailing packets, purchasing computers
*[[Helpdesk Policy]] - An ''unofficial'' reference and statement of our policies.  
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*[[Helpdesk Policy]] - An ''unofficial'' reference and statement of our policies.
*[https://mediawiki.middlebury.edu/wiki/LIS/Borrowing#Borrowing_Equipment Borrowing Equipment]- information about loaner equipment  
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*[[Equipment Borrowing]]- information about loaner equipment
*[[Media Services]] - Wilson Media Lab, screenings, videoconferences  
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*[[Media Services]] - Wilson Media Lab, screenings, videoconferences
*[[Telephone Services]] - general information, BlackBerry setup  
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*[[Telephone Services]] - general information, BlackBerry setup
*[[Labs and Classrooms]] - lab status, software installed, smart classroom help  
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*[[Labs and Classrooms]] - lab status, software installed, smart classroom help
*[[Microfilm and Microfiche Machines]]  
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*[[Microfilm and Microfiche Machines]]
 
*[[Printers|Printers and Print Release Stations]]
 
*[[Printers|Printers and Print Release Stations]]
  
 
== Network, Servers, and Internet  ==
 
== Network, Servers, and Internet  ==
  
*[[Network Troubleshooting]] - general tips  
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*[[Network Troubleshooting]] - general tips
**[[Network Troubleshooting - Windows]]  
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**[[Network Troubleshooting - Windows]]
**[[Network Troubleshooting - Mac OS X]]  
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**[[Network Troubleshooting - Mac OS X]]
**[[Troubleshooting Internet Explorer|Troubleshooting Internet Explorer]]  
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**[[Troubleshooting Internet Explorer|Troubleshooting Internet Explorer]]
*[[Advanced Network Troubleshooting]]  
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*[[Advanced Network Troubleshooting]]
*[[Wireless|Wireless connection instructions ]]  
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*[[Wireless|Wireless connection instructions ]]
**[[Wireless Troubleshooting]]  
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**[[Wireless Troubleshooting]]
 
**[[Routers and Wireless Access Points]]
 
**[[Routers and Wireless Access Points]]
  
*[[Campus Housing not on Wired Network]]  
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*[[Campus Housing not on Wired Network]]
*[[I can't login to my computer|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]]  
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*[[I can't login to my computer|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]]
 
*[[Step-by-Step: Finding the IP Address and MAC/Physical Address/Ethernet ID]]
  
 
==== E-Mail  ====
 
==== E-Mail  ====
  
*[[Email configuration]]  
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*[[Email configuration]]
*[[Email Issues]]  
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*[[Email Issues]]
*[[Default Quotas|Default Quotas]]  
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*[[Default Quotas|Default Quotas]]
*[[Ldap Settings|Ldap Settings]]  
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*[[Ldap Settings|Ldap Settings]]
*[[Syncing Calendar and Address Book|Syncing Calendar and Address Book]]  
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*[[Syncing Calendar and Address Book|Syncing Calendar and Address Book]]
 
*[[Misc E-Mail Notes|Misc E-Mail Notes]]
 
*[[Misc E-Mail Notes|Misc E-Mail Notes]]
  
 
==== Accounts  ====
 
==== Accounts  ====
  
*[[Infrastructure#User_Accounts|Creating Middlebury Accounts]] (How Middlebury Accounts Get Created)  
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*[[Infrastructure#User_Accounts|Creating Middlebury Accounts]] (How Middlebury Accounts Get Created)
*[[Passwords]]  
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*[[Passwords]]
 
*[[How long are Middlebury Accounts kept]]
 
*[[How long are Middlebury Accounts kept]]
  
==== Abuse and risks  ====
 
  
*[[Misuse of the College's E-mail System]]  
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==== Information Security ====
*[[SPAM and Backscatter]]
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*[[Phishing and Scam Websites]]
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*[[Multi-Factor_Authentication|Multi-Factor Authentication]]
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*[[Encryption|Encryption]]
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*[[Misuse_of_the_College's_E-mail_System|Misuse of the College's E-mail System]]  
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*[[SPAM_and_Backscatter|SPAM and Backscatter]]
  
 
==== Servers and infrastructure  ====
 
==== Servers and infrastructure  ====
 
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*[[Common_Services#File_Servers|File Servers]]
*[[DFS|DFS Filesystem]]
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*[[Editing Lists on Mac]]
**[[DFS Servers]] (file servers)
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*[[Infrastructure]]
**[[File Servers]] (old - needs updating!)
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*[[Remote Assistance]]
*[[Editing Lists on Mac]]  
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*[[Remote Desktop Connection]]
*[[Infrastructure]]  
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*[[Off Campus Access]] (VPN, Dial-Up, etc.)
*[[Remote Assistance]]  
 
*[[Remote Desktop Connection]]  
 
*[[Off Campus Access]] (VPN, Dial-Up, etc.)  
 
 
*[[Access to Class Servers and Services|Access to Classes server, class e-mail lists, segue class webpages]]
 
*[[Access to Class Servers and Services|Access to Classes server, class e-mail lists, segue class webpages]]
  
*[[Certificate Errors|Certificate Errors]]  
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*[[Certificate Errors|Certificate Errors]]
*[[Self-Signed or Expired Certificates]]  
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*[[Self-Signed or Expired Certificates]]
 
*[[Getting a Middlebury College Security Certificate]]
 
*[[Getting a Middlebury College Security Certificate]]
  
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==== General  ====
 
==== General  ====
  
*'''[[Viruses and malware]]'''  
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*'''[[Viruses and malware]]'''
*[[Useful Applications]]  
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*[[Useful Applications]]
*[[Feature/Service/Application Requests]]  
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*[[Feature/Service/Application Requests]]
 
*[[How to find my application's version|How to find my application's version]]
 
*[[How to find my application's version|How to find my application's version]]
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*[[Gatekeeper|Application installations blocked on a Mac]]
  
 
==== Operating Systems  ====
 
==== Operating Systems  ====
  
*[[Windows XP]]  
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*[[Windows 7|Windows 7]]
*[[Vista]]  
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*[[Windows 10]]
*[[Windows 7|Windows 7]]  
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*[[Mac OSX]]
*[[Mac OSX]]  
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*[[Mac OS X MountainLion]] (10.8.x)
*[[Ubuntu]]  
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*[[Mac OS X Mavericks]] (10.9.x)
*[[Bloomberg]]  
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*[[Mac OS X Yosemite]] (10.10)
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*[[Ubuntu]]
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*[[Bloomberg]]
 
*[[Mac vs PC|Mac vs PC]]
 
*[[Mac vs PC|Mac vs PC]]
  
 
==== Recovery and backup  ====
 
==== Recovery and backup  ====
  
*[[Data Recovery]]  
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*[[Data Recovery]]
*[[Backup]]
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*[[Backing Up Your Data]]
*[[Selective Backup]]
 
  
 
==== Specific applications  ====
 
==== Specific applications  ====
  
*[https://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications List of articles about specific applications]
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*[https://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications List of articles about specific applications]
*[[Symantec AntiVirus]]  
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*[[Microsoft Office]]
*[[Microsoft Office]]  
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*[[Optimizing Adobe Photoshop]]
*[[Optimizing Adobe Photoshop]]
 
*[[Web Browsers]]  
 
 
*[[Share an Excel File with multiple people and allow simultaneous write access|Share an Excel File with multiple people and allow simultaneous write access]]
 
*[[Share an Excel File with multiple people and allow simultaneous write access|Share an Excel File with multiple people and allow simultaneous write access]]
  
 
==== Web apps and websites  ====
 
==== Web apps and websites  ====
  
*[[Hyperion]]  
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*[[Hyperion]]
*[[CMS]]  
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*[[CMS]]
*[[WebMail]]  
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*[[Webmail_Help|Webmail]]
*[[Banner & BannerWeb]] (note that Banner is also known as INB, or Banner INB)  
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*[[Banner & BannerWeb]] (note that Banner is also known as INB, or Banner INB)
*[[Banner vs BannerWeb vs Hyperion|Banner vs BannerWeb vs Hyperion]]
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*[[Banner vs BannerWeb vs Hyperion|Banner vs BannerWeb vs Hyperion]]
*[[Creating Your Personal Webpage|Creating Your Personal Webpage]]  
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*[[ARTstor]]
*[[ARTstor]]  
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*[[Classes Web Pages|Web pages served on the Classes folder]]
*[[Classes Web Pages|Web pages served on the Classes folder]]  
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*[[Alumni Web site]]
*[[Alumni Web site]]  
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*[[Measure (on-line testing)]]
*[[Measure (on-line testing)]]  
 
 
*[[Segue (disambiguation)|Segue]]
 
*[[Segue (disambiguation)|Segue]]
  
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*[[Using the Scanners from Public Computer Labs|Using the Scanners from Public Computer Labs]]
 
*[[Using the Scanners from Public Computer Labs|Using the Scanners from Public Computer Labs]]
*[[Free Screen Capture Software|Free Screen Capture Software]] (to capture your screen to a video)  
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*[[Free Screen Capture Software|Free Screen Capture Software]] (to capture your screen to a video)
*[[Optical Character Recognition (OCR) Software|Optical Character Recognition (OCR) Software]]  
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*[[Optical Character Recognition (OCR) Software|Optical Character Recognition (OCR) Software]]
*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]  
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*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]
*[[Common Projection Issues|Common_Projection_Issues]]  
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*[[Common Projection Issues|Common_Projection_Issues]]
*[http://support.apple.com/kb/HT3235 Apple Monitor and Display Adapter Table] (useful for finding the correct display adapter/dongle for a Mac)  
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*[http://support.apple.com/kb/HT3235 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|Converting Image file from one format to another]]  
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*[[Converting Image file from one format to another|Converting Image file from one format to another]]
*[[Make a fillable and saveable PDF form|Make a fillable and saveable PDF form]]  
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*[[Make a fillable and saveable PDF form|Make a fillable and saveable PDF form]]
 
*[[Converting Multimedia Files|Converting Multimedia Files ]](including video conversion)
 
*[[Converting Multimedia Files|Converting Multimedia Files ]](including video conversion)
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*[[File and Graphic Types]]
  
 
==== Misc  ====
 
==== Misc  ====
  
*[[Submitting NIH Grant Forms|Submitting NIH Grant Forms]]  
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*[[Submitting NIH Grant Forms|Submitting NIH Grant Forms]]
*[[Known Issues]]  
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*[[Known Issues]]
*[[Diagnosing Software Problems]]  
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*[[Diagnosing Software Problems]]
*[[PDF Files]]  
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*[[PDF Files]]
*[[Downloads from the Helpdesk]]  
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*[[Downloads from the Helpdesk]]
*[[Advanced Topics]]  
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*[[Advanced Topics]]
 
*[[Specialty Databases]]
 
*[[Specialty Databases]]
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*[[WiFi Calling]]
  
 
== Using and troubleshooting hardware  ==
 
== Using and troubleshooting hardware  ==
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==== Troubleshooting Computers  ====
 
==== Troubleshooting Computers  ====
  
*[[Diagnostics]]  
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*[[Diagnostics]]
*[[Computer is slow during BIOS startup|Computer is slow during BIOS startup]]  
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*[[Computer is slow during BIOS startup|Computer is slow during BIOS startup]]
*[[Mac OSX Troubleshooting]]  
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*[[Mac OSX Troubleshooting]]
*[[Troubleshooting Intermittent Issues]]  
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*[[Troubleshooting Intermittent Issues]]
*[[Troubleshooting with Ubuntu Live CD]]  
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*[[Troubleshooting with Ubuntu Live CD]]
*[[Troubleshooting public lab computers]]  
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*[[Troubleshooting public lab computers]]
 
*[[Links to Service Manuals]]
 
*[[Links to Service Manuals]]
  
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*[[Computer Models Supported by the Universal Desktop Image (UDI) |Computer Models Supported by the Universal Desktop Image (UDI) ]]
 
*[[Computer Models Supported by the Universal Desktop Image (UDI) |Computer Models Supported by the Universal Desktop Image (UDI) ]]
*[[Purchasing Computers]]
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*[[Purchasing Replacement Parts]]
*[[Purchasing Replacement Parts]]  
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*[[How can I get my computer repaired?]]
*[[How can I get my computer repaired?]]  
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*[[Self-repair options]]
*[[Self-repair options]]  
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*[[Purchasing Computer Equipment Locally]]
*[[Purchasing Computer Equipment Locally]]  
 
 
*[[Recycling Electronics]]
 
*[[Recycling Electronics]]
  
*[[Checking Warranty]]  
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*[[Checking Warranty]]
*[[How do I find my serial number]]  
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*[[How do I find my serial number]]
*[[Ordering Replacement Parts under Warranty]]  
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*[[Ordering Replacement Parts under Warranty]]
*[[Shipping Electronics for Repair]]  
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*[[Shipping Electronics for Repair]]
 
*[[Recalls]]
 
*[[Recalls]]
  
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*[[Computer Batteries|Batteries]]
 
*[[Computer Batteries|Batteries]]
*[[Printers#Servicing_and_Repairing_Printers|Printers]]  
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*[[Printers#Servicing_and_Repairing_Printers|Printers]]
*[[Monitors]]  
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*[[Monitors]]
*[[CD or DVD ROM]]  
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*[[CD or DVD ROM]]
*[[External hard disks]]  
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*[[External hard disks]]
*[[Flash Drives]]  
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*[[Flash Drives]]
*[[Routers]] (Wireless Access Points)  
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*[[Routers]] (Wireless Access Points)
*[[Advanced Port Replicator]] (docking stations)  
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*[[Advanced Port Replicator]] (docking stations)
 
*[[IPod]]
 
*[[IPod]]
  
 
==== Hardware Maintenance  ====
 
==== Hardware Maintenance  ====
  
*[[Simple tips for traveling with computers]]  
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*[[Simple tips for traveling with computers]]
*[[Cleaning Computers]]  
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*[[Cleaning Computers]]
*[[Cooling - Overheating - Heat Issues]]  
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*[[Cooling - Overheating - Heat Issues]]
 
*[[BIOS and Firmware Updates]]
 
*[[BIOS and Firmware Updates]]
  
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==== Distribution  ====
 
==== Distribution  ====
  
*[[Steps to complete with the customer after a reimage|Steps to complete with the customer after a reimage]]  
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*[[Steps to complete with the customer after a reimage|Steps to complete with the customer after a reimage]]
*[[Distributing Macintosh Computers]] (for Faculty and Staff)  
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*[[Distributing Macintosh Computers]] (for Faculty and Staff)
*[[Distributing Macintosh Faculty and Staff Loaners|Distributing Macintosh Faculty and Staff Loaners]] (aka "Circ" fac/staff loaners)  
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*[[Distributing Macintosh Faculty and Staff Loaners|Distributing Macintosh Faculty and Staff Loaners]] (aka "Circ" fac/staff loaners)
*[[Distributing Macintosh Student Loaners|Distributing Macintosh Student Loaners]] (aka "Circ" student loaners)  
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*[[Distributing Macintosh Student Loaners|Distributing Macintosh Student Loaners]] (aka "Circ" student loaners)
 
*[[Distributing Lab Computers|Distributing Lab Computers]]<br>
 
*[[Distributing Lab Computers|Distributing Lab Computers]]<br>
 
*Distributing Dell desktops and laptops (for Faculty and Staff only)
 
*Distributing Dell desktops and laptops (for Faculty and Staff only)
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==== Images and software  ====
 
==== Images and software  ====
  
*[[Known Image Issues]]  
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*[[Known Image Issues]]
*[[Standard Software Bundle]]  
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*[[Standard Software Bundle]]
 
*[[Free MSI package creators|Free MSI package creators]]
 
*[[Free MSI package creators|Free MSI package creators]]
  
 
==== Configuration  ====
 
==== Configuration  ====
  
*[[Configuring New Student Computers]] - how to configure computers ''without'' using our student image
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*[[Configuring Mac Loaners]]
*[[Dell Student Image]] - how to configure computers ''with'' the Dell student image
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*[[Advanced Mac Configuration Topics]]
*[[Configuring Mac Loaners]]  
 
*[[Advanced Mac Configuration Topics]]  
 
 
*[[Advanced PC Config Topics]]<br>
 
*[[Advanced PC Config Topics]]<br>
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*[[Advanced Thin Client Topics|Advanced Thin Client Topics]]
  
 
==== Virtual Computers and Thin Clients<br>  ====
 
==== Virtual Computers and Thin Clients<br>  ====
  
*[[Using Virtual Computer Labs at MIIS|Using Virtual Computer Labs at MIIS]]  
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*[[Using Virtual Computer Labs at MIIS|Using Virtual Computer Labs at MIIS]]
*[[Using the Wyse Thin Clients|Using the Wyse Thin Clients]]  
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*[[Using the Wyse Thin Clients|Using the Wyse Thin Clients]]
*[[Vmware VDM]] (troubleshooting Thin Clients, vdm.middlebury.edu, VDI)  
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*[[Vmware VDM]] (troubleshooting Thin Clients, vdm.middlebury.edu, VDI)
 
*[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]<br>
 
*[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]<br>
  
 
== Technology Education, Technical Documentation, Computing Terminology  ==
 
== Technology Education, Technical Documentation, Computing Terminology  ==
  
*[[Technology Workshops]]  
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*[[Technology Workshops]]
*[[ASCII Unicode and HTML Tables]]  
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*[[ASCII Unicode and HTML Tables]]
*[[Computing Terminology]]  
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*[[Computing Terminology]]
*[[Getting Technology Training]]  
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*[[Getting Technology Training]]
*[[Common Writing Errors]] (to be used when composing new documentation and articles)  
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*[[Common Writing Errors]] (to be used when composing new documentation and articles)
*[[GNU Icons|Free (open-sourced) icons/thumbnails/clipart]]  
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*[[GNU Icons|Free (open-sourced) icons/thumbnails/clipart]]
 
*[[Mac Training Topics for Helpdesk|Mac Training Topics for Helpdesk]]
 
*[[Mac Training Topics for Helpdesk|Mac Training Topics for Helpdesk]]
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*[[LS Technology Orientations]]
  
 
== Misc  ==
 
== Misc  ==
  
''(If you don't know where to put an article link, put it here!)''  
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''(If you don't know where to put an article link, put it here!)''
  
*[[Scripting Reference]]  
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*[[Scripting Reference]]
*[[Mac OS X Server Administration|Mac OS X&nbsp;Server Administration]]  
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*[[Mac OS X Server Administration|Mac OS X&nbsp;Server Administration]]
*[[Control Panel Shortcuts|Control Panel Shortcuts]]  
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*[[Control Panel Shortcuts|Control Panel Shortcuts]]
*[https://mediawiki.middlebury.edu/wiki/LibCirc/Research_-_How_to_Help Research - How to Help (referral guidelines for people at public service points)]  
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*[https://mediawiki.middlebury.edu/wiki/LibCirc/Research_-_How_to_Help Research - How to Help (referral guidelines for people at public service points)]
 
*[[BlackBox Wireless Presentation|Wireless Presentation - BlackBox device for sharing display output]]
 
*[[BlackBox Wireless Presentation|Wireless Presentation - BlackBox device for sharing display output]]
 +
*[[Plainview|Basic Web Kiosk with Plainview]]
  
 
[[Category:Index]]
 
[[Category:Index]]

Latest revision as of 12:06, 12 February 2020

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

General Information

Network, Servers, and Internet

E-Mail

Accounts


Information Security

Servers and infrastructure

Applications and OS

General

Operating Systems

Recovery and backup

Specific applications

Web apps and websites

Multimedia

Misc

Using and troubleshooting hardware

Troubleshooting Computers

Purchase, repair, replacement, & warranties

Accessories and External Hardware

Hardware Maintenance

Computer distribution & configuration

Distribution

Images and software

Configuration

Virtual Computers and Thin Clients

Technology Education, Technical Documentation, Computing Terminology

Misc

(If you don't know where to put an article link, put it here!)

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