Middlebury

Difference between revisions of "Helpdesk Draft Documentation"

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[[Category:Helpdesk]]
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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.
Hellooooooo!!!!!!!!!
 
--[[User:Aehoffma|Hoffman, Amy E]] 15:05, 9 July 2008 (EDT)
 
  
===[[Editing protocol]]===
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== ITS Helpdesk  ==
Please read this if you want to contribute to the Helpdesk wiki and/or understand how it's organized.
 
--[[User:Chunt|Hunt, Christopher]] 16:55, 9 July 2008 (EDT)
 
  
===[[Policy|Helpdesk Policy]]===
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==== See also  ====
A breakdown of the dos and the don'ts, of what we can support and what we can't support.
 
--[[User:Chunt|Hunt, Christopher]] 20:51, 9 July 2008 (EDT)
 
  
===[[Resources]]===
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*[http://go.middlebury.edu/help go/help] - The main LIS webpage, with information about a variety of topics.
Resources and useful links. I think this section name is too general.
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*[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Handy reference for Helpdesk staff and consultants.
--[[User:Chunt|Hunt, Christopher]] 09:20, 11 July 2008 (EDT)
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*[[Wiki Editing Protocol]] - Tips and guidelines on how to use and edit this wiki.
  
===[[HEAT]]===
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==== General Information  ====
Tips, things to include, common confusing ticket types, other stuff to know about HEAT.
 
--[[User:Chunt|Hunt, Christopher]] 18:21, 10 July 2008 (EDT)
 
  
===[[Email configuration]]===
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*[[General requests]] - misc requests like common phone extensions, paying tuition, mailing packets, purchasing computers
From Outlook to iPhones, all information re: correctly configuring e-mail accounts should go here.  
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*[[Helpdesk Policy]] - An ''unofficial'' reference and statement of our policies.
--[[User:Chunt|Hunt, Christopher]] 21:23, 10 July 2008 (EDT)
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*[[Equipment Borrowing]]- information about loaner equipment
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*[[Media Services]] - Wilson Media Lab, screenings, videoconferences
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*[[Telephone Services]] - general information, BlackBerry setup
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*[[Labs and Classrooms]] - lab status, software installed, smart classroom help
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*[[Microfilm and Microfiche Machines]]
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*[[Printers|Printers and Print Release Stations]]
  
===[[Network Troubleshooting]]===
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== Network, Servers, and Internet  ==
Quick but detailed steps for troubleshooting network issues in Windows and Mac OS X.
 
--[[User:Pmitrevs|Mitrevski, Petar]] 12:50, 11 July 2008 (EDT)
 
  
===[[Problems and Troubleshooting]]===
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*[[Network Troubleshooting]] - general tips
Information, troubleshooting steps, etc. that will come in handy when things aren't running as they should be. Everything from hardware to viruses to compatability.
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**[[Network Troubleshooting - Windows]]
--[[User:Chunt|Hunt, Christopher]] 09:20, 11 July 2008 (EDT)
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**[[Network Troubleshooting - Mac OS X]]
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**[[Troubleshooting Internet Explorer|Troubleshooting Internet Explorer]]
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*[[Advanced Network Troubleshooting]]
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*[[Wireless|Wireless connection instructions ]]
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**[[Wireless Troubleshooting]]
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**[[Routers and Wireless Access Points]]
  
===[[Operating System]]===
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*[[Campus Housing not on Wired Network]]
Specifics for Operating System versions - "how to get to xxx with Vista?"
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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]]
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*[[Step-by-Step: Finding the IP Address and MAC/Physical Address/Ethernet ID]]
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==== E-Mail  ====
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*[[Email configuration]]
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*[[Email Issues]]
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*[[Default Quotas|Default Quotas]]
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*[[Ldap Settings|Ldap Settings]]
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*[[Syncing Calendar and Address Book|Syncing Calendar and Address Book]]
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*[[Misc E-Mail Notes|Misc E-Mail Notes]]
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==== Accounts  ====
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*[[Infrastructure#User_Accounts|Creating Middlebury Accounts]] (How Middlebury Accounts Get Created)
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*[[Passwords]]
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*[[How long are Middlebury Accounts kept]]
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==== Information Security ====
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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]]
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==== Servers and infrastructure  ====
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*[[Common_Services#File_Servers|File Servers]]
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*[[Editing Lists on Mac]]
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*[[Infrastructure]]
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*[[Remote Assistance]]
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*[[Remote Desktop Connection]]
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*[[Off Campus Access]] (VPN, Dial-Up, etc.)
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*[[Access to Class Servers and Services|Access to Classes server, class e-mail lists, segue class webpages]]
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*[[Certificate Errors|Certificate Errors]]
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*[[Self-Signed or Expired Certificates]]
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*[[Getting a Middlebury College Security Certificate]]
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== Applications and OS  ==
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==== General  ====
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*'''[[Viruses and malware]]'''
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*[[Useful Applications]]
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*[[Feature/Service/Application Requests]]
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*[[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]]
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==== Operating Systems  ====
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*[[Windows 7|Windows 7]]
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*[[Windows 10]]
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*[[Mac OSX]]
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*[[Mac OS X MountainLion]] (10.8.x)
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*[[Mac OS X Mavericks]] (10.9.x)
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*[[Mac OS X Yosemite]] (10.10)
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*[[Ubuntu]]
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*[[Bloomberg]]
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*[[Mac vs PC|Mac vs PC]]
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==== Recovery and backup  ====
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*[[Data Recovery]]
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*[[Backing Up Your Data]]
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==== Specific applications  ====
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*[https://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications List of articles about specific applications]
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*[[Microsoft Office]]
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*[[Optimizing Adobe Photoshop]]
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*[[Share an Excel File with multiple people and allow simultaneous write access|Share an Excel File with multiple people and allow simultaneous write access]]
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==== Web apps and websites  ====
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*[[Hyperion]]
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*[[CMS]]
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*[[Webmail_Help|Webmail]]
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*[[Banner & BannerWeb]] (note that Banner is also known as INB, or Banner INB)
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*[[Banner vs BannerWeb vs Hyperion|Banner vs BannerWeb vs Hyperion]]
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*[[ARTstor]]
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*[[Classes Web Pages|Web pages served on the Classes folder]]
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*[[Alumni Web site]]
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*[[Measure (on-line testing)]]
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*[[Segue (disambiguation)|Segue]]
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==== Multimedia  ====
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*[[Using the Scanners from Public Computer Labs|Using the Scanners from Public Computer Labs]]
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*[[Free Screen Capture Software|Free Screen Capture Software]] (to capture your screen to a video)
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*[[Optical Character Recognition (OCR) Software|Optical Character Recognition (OCR) Software]]
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*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]
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*[[Common Projection Issues|Common_Projection_Issues]]
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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)
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*[[Converting Image file from one format to another|Converting Image file from one format to another]]
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*[[Make a fillable and saveable PDF form|Make a fillable and saveable PDF form]]
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*[[Converting Multimedia Files|Converting Multimedia Files ]](including video conversion)
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*[[File and Graphic Types]]
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==== Misc  ====
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*[[Submitting NIH Grant Forms|Submitting NIH Grant Forms]]
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*[[Known Issues]]
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*[[Diagnosing Software Problems]]
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*[[PDF Files]]
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*[[Downloads from the Helpdesk]]
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*[[Advanced Topics]]
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*[[Specialty Databases]]
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*[[WiFi Calling]]
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== Using and troubleshooting hardware  ==
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==== Troubleshooting Computers  ====
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*[[Diagnostics]]
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*[[Computer is slow during BIOS startup|Computer is slow during BIOS startup]]
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*[[Mac OSX Troubleshooting]]
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*[[Troubleshooting Intermittent Issues]]
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*[[Troubleshooting with Ubuntu Live CD]]
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*[[Troubleshooting public lab computers]]
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*[[Links to Service Manuals]]
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*[[Media:QuizMe-3.ppt]] (powerpoint presentation)
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==== Purchase, repair, replacement, & warranties  ====
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*[[Computer Models Supported by the Universal Desktop Image (UDI) |Computer Models Supported by the Universal Desktop Image (UDI) ]]
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*[[Purchasing Replacement Parts]]
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*[[How can I get my computer repaired?]]
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*[[Self-repair options]]
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*[[Purchasing Computer Equipment Locally]]
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*[[Recycling Electronics]]
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*[[Checking Warranty]]
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*[[How do I find my serial number]]
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*[[Ordering Replacement Parts under Warranty]]
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*[[Shipping Electronics for Repair]]
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*[[Recalls]]
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==== Accessories and External Hardware  ====
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*[[Computer Batteries|Batteries]]
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*[[Printers#Servicing_and_Repairing_Printers|Printers]]
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*[[Monitors]]
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*[[CD or DVD ROM]]
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*[[External hard disks]]
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*[[Flash Drives]]
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*[[Routers]] (Wireless Access Points)
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*[[Advanced Port Replicator]] (docking stations)
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*[[IPod]]
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==== Hardware Maintenance  ====
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*[[Simple tips for traveling with computers]]
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*[[Cleaning Computers]]
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*[[Cooling - Overheating - Heat Issues]]
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*[[BIOS and Firmware Updates]]
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== Computer distribution & configuration  ==
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==== Distribution  ====
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*[[Steps to complete with the customer after a reimage|Steps to complete with the customer after a reimage]]
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*[[Distributing Macintosh Computers]] (for Faculty and Staff)
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*[[Distributing Macintosh Faculty and Staff Loaners|Distributing Macintosh Faculty and Staff Loaners]] (aka "Circ" fac/staff loaners)
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*[[Distributing Macintosh Student Loaners|Distributing Macintosh Student Loaners]] (aka "Circ" student loaners)
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*[[Distributing Lab Computers|Distributing Lab Computers]]<br>
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*Distributing Dell desktops and laptops (for Faculty and Staff only)
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==== Images and software  ====
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*[[Known Image Issues]]
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*[[Standard Software Bundle]]
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*[[Free MSI package creators|Free MSI package creators]]
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==== Configuration  ====
 +
 
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*[[Configuring Mac Loaners]]
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*[[Advanced Mac Configuration Topics]]
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*[[Advanced PC Config Topics]]<br>
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*[[Advanced Thin Client Topics|Advanced Thin Client Topics]]
 +
 
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==== Virtual Computers and Thin Clients<br>  ====
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*[[Using Virtual Computer Labs at MIIS|Using Virtual Computer Labs at MIIS]]
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*[[Using the Wyse Thin Clients|Using the Wyse Thin Clients]]
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*[[Vmware VDM]] (troubleshooting Thin Clients, vdm.middlebury.edu, VDI)
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*[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]<br>
 +
 
 +
== Technology Education, Technical Documentation, Computing Terminology  ==
 +
 
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*[[Technology Workshops]]
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*[[ASCII Unicode and HTML Tables]]
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*[[Computing Terminology]]
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*[[Getting Technology Training]]
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*[[Common Writing Errors]] (to be used when composing new documentation and articles)
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*[[GNU Icons|Free (open-sourced) icons/thumbnails/clipart]]
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*[[Mac Training Topics for Helpdesk|Mac Training Topics for Helpdesk]]
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*[[LS Technology Orientations]]
 +
 
 +
== Misc  ==
 +
 
 +
''(If you don't know where to put an article link, put it here!)''
 +
 
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*[[Scripting Reference]]
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*[[Mac OS X Server Administration|Mac OS X&nbsp;Server Administration]]
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*[[Control Panel Shortcuts|Control Panel Shortcuts]]
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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)]
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*[[BlackBox Wireless Presentation|Wireless Presentation - BlackBox device for sharing display output]]
 +
*[[Plainview|Basic Web Kiosk with Plainview]]
 +
 
 +
[[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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