Middlebury

Difference between revisions of "Helpdesk Draft Documentation"

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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.  
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| '''Welcome to the Midd Helpdesk wiki! Please read the [[Wiki Editing Protocol]] if this is your first visit.'''
 
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| ''(I just changed around the format of this main page. Please let me know whether you like it! - Topher, 14 Jan.)''
 
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== LIS Helpdesk  ==
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== ITS Helpdesk  ==
  
*[[General requests]] - miscellaneous requests we get: paying tuition, mailing packets, purchasing computers
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==== See also  ====
*[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Helpdesk reference for non-public information.
 
*[https://mediawiki.middlebury.edu/wiki/hi/HEAT HEAT reference] - How to use HEAT reference (on the internal wiki).
 
*[[Wiki Editing Protocol|Protocol]] - Tips and guidelines on how to use and edit this WIKI!
 
*[[Helpdesk Policy|Policy]] - An ''unofficial'' reference and statement of our policies.
 
  
==== LIS ====
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*[http://go.middlebury.edu/help go/help] - The main LIS webpage, with information about a variety of topics.
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*[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Handy reference for Helpdesk staff and consultants.
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*[[Wiki Editing Protocol]] - Tips and guidelines on how to use and edit this wiki.
  
*[[ILL|ILLIAD and ILL (Inter Library Loan)]]  
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==== General Information  ====
*[[Loaner Laptops]]  
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*[[General requests]] - misc requests like common phone extensions, paying tuition, mailing packets, purchasing computers
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*[[Helpdesk Policy]] - An ''unofficial'' reference and statement of our policies.
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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
 
*[[Microfilm and Microfiche Machines]]
 
*[[Microfilm and Microfiche Machines]]
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*[[Printers|Printers and Print Release Stations]]
  
==== Media services ====
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== Network, Servers, and Internet  ==
  
*[[Requesting assistance with a film screening]]  
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*[[Network Troubleshooting]] - general tips
*[[Where can I host a Videoconference on campus?]]
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**[[Network Troubleshooting - Windows]]
*[[Digital Media Tutors]] Schedule (Wilson Media Lab)
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**[[Network Troubleshooting - Mac OS X]]
*[[Wilson Media Development Lab]]
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**[[Troubleshooting Internet Explorer|Troubleshooting Internet Explorer]]
 
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*[[Advanced Network Troubleshooting]]
==== Labs & classrooms ====
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*[[Wireless|Wireless connection instructions ]]
 
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**[[Wireless Troubleshooting]]
*[[Classroom Directory and Documentation]]  
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**[[Routers and Wireless Access Points]]
*[http://www.middlebury.edu/academics/lis/help/helpdesk/facilities/labs/facilities_public_software.htm Table of software available in each classroom]
 
*[http://go.middlebury.edu/mls go/mls] - schedule showing when classrooms are in use.
 
*[http://go.middlebury.edu/media go/media] for various classroom / LIS -related resources.
 
*[[SMART Classroom Troubleshooting]]
 
  
== Network & Internet  ==
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*[[Campus Housing not on Wired Network]]
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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]]
  
*[[Network Troubleshooting]] - general tips
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==== E-Mail  ====
*[[Network Troubleshooting - Windows]] - Windows-specific tips
 
*[[Network Troubleshooting - Mac OS X]] - Mac-specific tips
 
*[[Wireless]]
 
*[[Routers]] (aka WAPs or Wireless Access Points)
 
  
*[[Email configuration]]  
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*[[Email configuration]]
 
*[[Email Issues]]
 
*[[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]]
  
 
==== Accounts  ====
 
==== Accounts  ====
  
*[[Password Changes]]
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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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==== Abuse and risks  ====
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==== Information Security ====
  
*[[Misuse of the College's E-mail System]]  
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*[[Multi-Factor_Authentication|Multi-Factor Authentication]]
*[[SPAM and Backscatter]]
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*[[Encryption|Encryption]]
*[[Phishing and Scam Websites]]
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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]]
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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]]
  
*[[Infrastructure]]
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*[[Certificate Errors|Certificate Errors]]
*[[Remote Assistance]]
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*[[Self-Signed or Expired Certificates]]
*[[Off Campus Access]] (VPN, Dial-Up, etc.)
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*[[Getting a Middlebury College Security Certificate]]
*[[File Servers]]  
 
*[[Self-Signed or Expired Certificates]]  
 
*[[Advanced Network Troubleshooting]]
 
  
 
== Applications and OS  ==
 
== Applications and OS  ==
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==== General  ====
 
==== General  ====
  
*[[Compatibility]]
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*'''[[Viruses and malware]]'''
*[[Languages]]  
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*[[Useful Applications]]
*[[Useful Applications]]
 
*[[Operating System]]
 
*[[Vista]]  
 
 
*[[Feature/Service/Application Requests]]
 
*[[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]]
  
==== Viruses ====
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==== Specific applications ====
  
*[[Viruses and malware]]  
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*[https://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications List of articles about specific applications]
*[[Virus Notes]]
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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]]
  
==== Recovery & backup ====
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==== Web apps and websites ====
  
*[[Data Recovery]]  
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*[[Hyperion]]
*[[Backup]]  
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*[[CMS]]
*[[Selective Backup]]
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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]]
  
==== Help with specific applications ====
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==== Multimedia ====
  
*[http://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications Specific Applications]  
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*[[Using the Scanners from Public Computer Labs|Using the Scanners from Public Computer Labs]]
*[[ARTstor]],
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*[[Free Screen Capture Software|Free Screen Capture Software]] (to capture your screen to a video)
*[[Banner & BannerWeb]]  
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*[[Optical Character Recognition (OCR) Software|Optical Character Recognition (OCR) Software]]
*[[CMS]]  
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*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]
*[[Hyperion]]  
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*[[Common Projection Issues|Common_Projection_Issues]]
*[[Microsoft Office]]  
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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)
*[[Novell]]  
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*[[Converting Image file from one format to another|Converting Image file from one format to another]]
*[[WebMail]]  
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*[[Make a fillable and saveable PDF form|Make a fillable and saveable PDF form]]
*[[Web Browsers|Web Browsers]]
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*[[Converting Multimedia Files|Converting Multimedia Files ]](including video conversion)
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*[[File and Graphic Types]]
  
 
==== Misc  ====
 
==== Misc  ====
  
*[[Known Issues]]  
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*[[Submitting NIH Grant Forms|Submitting NIH Grant Forms]]
*[[Diagnosing Software Problems]]  
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*[[Known Issues]]
*[[PDF Files]]  
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*[[Diagnosing Software Problems]]
*[[Downloads from the Helpdesk]]  
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*[[PDF Files]]
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*[[Downloads from the Helpdesk]]
 
*[[Advanced Topics]]
 
*[[Advanced Topics]]
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*[[Specialty Databases]]
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*[[WiFi Calling]]
  
 
== Using and troubleshooting hardware  ==
 
== Using and troubleshooting hardware  ==
  
==== Troubleshooting  ====
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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]]
  
*[[Diagnostics]]
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*[[Media:QuizMe-3.ppt]] (powerpoint presentation)
*[[Keyboard Combos for Diagnostics]]
 
*[[My Laptop Won't Start]]
 
*[[Common Hardware Issues]]
 
*[[Target Disk Mode]] (Mac only)
 
*[[Blinking Question Mark]] (Mac only)
 
  
==== Purchase, repair, or replace ====
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==== Purchase, repair, replacement, & warranties ====
  
*[[Purchasing Computers]]  
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*[[Computer Models Supported by the Universal Desktop Image (UDI) |Computer Models Supported by the Universal Desktop Image (UDI) ]]
*[[Purchasing Replacement Parts]]  
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*[[Purchasing Replacement Parts]]
*[[How can I get my computer repaired?]]  
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*[[How can I get my computer repaired?]]
*[[Self-repair options]]  
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*[[Self-repair options]]
*[[Purchasing Computer Equipment Locally]]  
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*[[Purchasing Computer Equipment Locally]]
 
*[[Recycling Electronics]]
 
*[[Recycling Electronics]]
  
==== Warranties & replacement  ====
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*[[Checking Warranty]]
 
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*[[How do I find my serial number]]
*[[Checking Warranty]]  
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*[[Ordering Replacement Parts under Warranty]]
*[[How do I find my serial number]]  
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*[[Shipping Electronics for Repair]]
*[[Ordering Replacement Parts under Warranty]]  
 
*[[Shipping Electronics for Repair]]  
 
 
*[[Recalls]]
 
*[[Recalls]]
  
==== Accessories and external hardware ====
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==== Accessories and External Hardware ====
  
*[[Printers]]  
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*[[Computer Batteries|Batteries]]
*[[Monitors]]  
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*[[Printers#Servicing_and_Repairing_Printers|Printers]]
*[[CD or DVD ROM]]  
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*[[Monitors]]
*[[External hard disks]]  
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*[[CD or DVD ROM]]
*[[Flash Drives]]  
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*[[External hard disks]]
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*[[Flash Drives]]
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*[[Routers]] (Wireless Access Points)
 
*[[Advanced Port Replicator]] (docking stations)
 
*[[Advanced Port Replicator]] (docking stations)
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*[[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  ====
  
*[[Distributing Macintosh Computers]]  
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*[[Steps to complete with the customer after a reimage|Steps to complete with the customer after a reimage]]
*[[Distributing Windows Computers]]  
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*[[Distributing Macintosh Computers]] (for Faculty and Staff)
*[[Distributing Other Computers and Devices]]
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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)
  
 
==== Images and software  ====
 
==== Images and software  ====
  
*[[Known Image Issues]]  
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*[[Known Image Issues]]
 
*[[Standard Software Bundle]]
 
*[[Standard Software Bundle]]
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*[[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]]
*[[Advanced Mac Configuration Topics]]  
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*[[Advanced PC Config Topics]]<br>
*[[Advanced PC Config Topics]]
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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>
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== Technology Education, Technical Documentation, Computing Terminology ==
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== Technology Education, Technical Documentation, Computing Terminology ==
  
*[[Technology Workshops]]  
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*[[Technology_Workshops|Technology Workshops]]  
*[[ASCII Unicode and HTML Tables]]  
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*[[ASCII_Unicode_and_HTML_Tables|ASCII Unicode and HTML Tables]]  
*[[Computing Terminology]]  
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*[[Computing_Terminology|Computing Terminology]]  
*[[Getting Technology Training]]
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*[[Common_Writing_Errors|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|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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*[[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:Helpdesk]]
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[[Category:Index]]

Latest revision as of 15:51, 19 February 2021

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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