Library & ITS Wiki
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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| − | == | + | == ITS Helpdesk == |
| − | ==== | + | ==== See also ==== |
| − | *[ | + | *[http://go.middlebury.edu/help go/help] - The main LIS webpage, with information about a variety of topics. |
| − | + | *[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Handy reference for Helpdesk staff and consultants. | |
| − | *[https://mediawiki.middlebury.edu/wiki/hi/ | + | *[[Wiki Editing Protocol]] - Tips and guidelines on how to use and edit this wiki. |
| − | *[[Wiki Editing Protocol | ||
| − | |||
| − | |||
| − | ==== | + | ==== 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]] | *[[Microfilm and Microfiche Machines]] | ||
| + | *[[Printers|Printers and Print Release Stations]] | ||
| − | == | + | == Network, Servers, and Internet == |
| − | *[[ | + | *[[Network Troubleshooting]] - general tips |
| − | *[[ | + | **[[Network Troubleshooting - Windows]] |
| − | *[[ | + | **[[Network Troubleshooting - Mac OS X]] |
| − | *[[ | + | **[[Troubleshooting Internet Explorer|Troubleshooting Internet Explorer]] |
| − | + | *[[Advanced Network Troubleshooting]] | |
| − | + | *[[Wireless|Wireless connection instructions ]] | |
| − | + | **[[Wireless Troubleshooting]] | |
| − | *[[ | + | **[[Routers and Wireless Access Points]] |
| − | *[ | ||
| − | |||
| − | * | ||
| − | *[[ | ||
| − | * | ||
| − | *[[ | ||
| − | + | *[[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]] | |
| − | *[[Network | + | *[[Step-by-Step: Finding the IP Address and MAC/Physical Address/Ethernet ID]] |
| − | *[[ | ||
| − | *[[ | ||
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==== E-Mail ==== | ==== E-Mail ==== | ||
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*[[Email configuration]] | *[[Email configuration]] | ||
*[[Email Issues]] | *[[Email Issues]] | ||
| − | *[[ | + | *[[Default Quotas|Default Quotas]] |
*[[Ldap Settings|Ldap Settings]] | *[[Ldap Settings|Ldap Settings]] | ||
| − | *[[Syncing Calendar and Address Book |Syncing Calendar and Address Book]] | + | *[[Syncing Calendar and Address Book|Syncing Calendar and Address Book]] |
| + | *[[Misc E-Mail Notes|Misc E-Mail Notes]] | ||
==== Accounts ==== | ==== Accounts ==== | ||
| − | *[[ | + | *[[Infrastructure#User_Accounts|Creating Middlebury Accounts]] (How Middlebury Accounts Get Created) |
| − | *[[ | + | *[[Passwords]] |
| − | + | *[[How long are Middlebury Accounts kept]] | |
| − | *[[ | ||
| − | |||
| − | *[[Misuse of the College's E-mail System]] | + | ==== Information Security ==== |
| − | *[[SPAM and Backscatter | + | |
| − | + | *[[Multi-Factor_Authentication|Multi-Factor Authentication]] | |
| + | *[[Encryption|Encryption]] | ||
| + | *[[Misuse_of_the_College's_E-mail_System|Misuse of the College's E-mail System]] | ||
| + | *[[SPAM_and_Backscatter|SPAM and Backscatter]] | ||
==== Servers and infrastructure ==== | ==== Servers and infrastructure ==== | ||
| − | + | *[[Common_Services#File_Servers|File Servers]] | |
| + | *[[Editing Lists on Mac]] | ||
*[[Infrastructure]] | *[[Infrastructure]] | ||
*[[Remote Assistance]] | *[[Remote Assistance]] | ||
| + | *[[Remote Desktop Connection]] | ||
*[[Off Campus Access]] (VPN, Dial-Up, etc.) | *[[Off Campus Access]] (VPN, Dial-Up, etc.) | ||
| − | *[[ | + | *[[Access to Class Servers and Services|Access to Classes server, class e-mail lists, segue class webpages]] |
| + | |||
| + | *[[Certificate Errors|Certificate Errors]] | ||
*[[Self-Signed or Expired Certificates]] | *[[Self-Signed or Expired Certificates]] | ||
| − | *[[ | + | *[[Getting a Middlebury College Security Certificate]] |
| − | |||
== Applications and OS == | == Applications and OS == | ||
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==== General ==== | ==== General ==== | ||
| − | *[[ | + | *'''[[Viruses and malware]]''' |
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*[[Useful Applications]] | *[[Useful Applications]] | ||
| − | |||
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*[[Feature/Service/Application Requests]] | *[[Feature/Service/Application Requests]] | ||
| + | *[[How to find my application's version|How to find my application's version]] | ||
| + | *[[Gatekeeper|Application installations blocked on a Mac]] | ||
| − | ==== | + | ==== Operating Systems ==== |
| − | *[[ | + | *[[Windows 7|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|Mac vs PC]] | ||
| − | ==== Recovery | + | ==== Recovery and backup ==== |
*[[Data Recovery]] | *[[Data Recovery]] | ||
| − | *[[ | + | *[[Backing Up Your Data]] |
| − | |||
| − | ==== | + | ==== Specific applications ==== |
| − | *[ | + | *[https://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications List of articles about specific applications] |
*[[Microsoft Office]] | *[[Microsoft Office]] | ||
| − | *[[ | + | *[[Optimizing Adobe Photoshop]] |
| − | *[[ | + | *[[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]] | *[[Hyperion]] | ||
*[[CMS]] | *[[CMS]] | ||
| − | *[[ | + | *[[Webmail_Help|Webmail]] |
| − | *[[Banner & BannerWeb]] | + | *[[Banner & BannerWeb]] (note that Banner is also known as INB, or Banner INB) |
| + | *[[Banner vs BannerWeb vs Hyperion|Banner vs BannerWeb vs Hyperion]] | ||
*[[ARTstor]] | *[[ARTstor]] | ||
*[[Classes Web Pages|Web pages served on the Classes folder]] | *[[Classes Web Pages|Web pages served on the Classes folder]] | ||
*[[Alumni Web site]] | *[[Alumni Web site]] | ||
| + | *[[Measure (on-line testing)]] | ||
| + | *[[Segue (disambiguation)|Segue]] | ||
| + | |||
| + | ==== Multimedia ==== | ||
| + | |||
| + | *[[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) | ||
| + | *[[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]] | ||
| + | *[[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) | ||
| + | *[[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]] | ||
| + | *[[Converting Multimedia Files|Converting Multimedia Files ]](including video conversion) | ||
| + | *[[File and Graphic Types]] | ||
==== Misc ==== | ==== Misc ==== | ||
| + | *[[Submitting NIH Grant Forms|Submitting NIH Grant Forms]] | ||
*[[Known Issues]] | *[[Known Issues]] | ||
*[[Diagnosing Software Problems]] | *[[Diagnosing Software Problems]] | ||
| Line 130: | Line 139: | ||
*[[Downloads from the Helpdesk]] | *[[Downloads from the Helpdesk]] | ||
*[[Advanced Topics]] | *[[Advanced Topics]] | ||
| + | *[[Specialty Databases]] | ||
| + | *[[WiFi Calling]] | ||
== Using and troubleshooting hardware == | == Using and troubleshooting hardware == | ||
| − | ==== Troubleshooting ==== | + | ==== Troubleshooting Computers ==== |
*[[Diagnostics]] | *[[Diagnostics]] | ||
| − | *[[ | + | *[[Computer is slow during BIOS startup|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) |Computer Models Supported by the Universal Desktop Image (UDI) ]] | ||
*[[Purchasing Replacement Parts]] | *[[Purchasing Replacement Parts]] | ||
*[[How can I get my computer repaired?]] | *[[How can I get my computer repaired?]] | ||
| Line 150: | Line 164: | ||
*[[Purchasing Computer Equipment Locally]] | *[[Purchasing Computer Equipment Locally]] | ||
*[[Recycling Electronics]] | *[[Recycling Electronics]] | ||
| − | |||
| − | |||
*[[Checking Warranty]] | *[[Checking Warranty]] | ||
| Line 159: | Line 171: | ||
*[[Recalls]] | *[[Recalls]] | ||
| − | ==== Accessories and | + | ==== Accessories and External Hardware ==== |
| − | *[[Printers]] | + | *[[Computer Batteries|Batteries]] |
| + | *[[Printers#Servicing_and_Repairing_Printers|Printers]] | ||
*[[Monitors]] | *[[Monitors]] | ||
*[[CD or DVD ROM]] | *[[CD or DVD ROM]] | ||
*[[External hard disks]] | *[[External hard disks]] | ||
*[[Flash Drives]] | *[[Flash Drives]] | ||
| + | *[[Routers]] (Wireless Access Points) | ||
*[[Advanced Port Replicator]] (docking stations) | *[[Advanced Port Replicator]] (docking stations) | ||
| + | *[[IPod]] | ||
==== Hardware Maintenance ==== | ==== Hardware Maintenance ==== | ||
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==== Distribution ==== | ==== Distribution ==== | ||
| − | *[[ | + | *[[Steps to complete with the customer after a reimage|Steps to complete with the customer after a reimage]] |
| − | *[[Distributing | + | *[[Distributing Macintosh Computers]] (for Faculty and Staff) |
| − | *[[Distributing | + | *[[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) | ||
| + | *[[Distributing Lab Computers|Distributing Lab Computers]]<br> | ||
| + | *Distributing Dell desktops and laptops (for Faculty and Staff only) | ||
==== Images and software ==== | ==== Images and software ==== | ||
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*[[Known Image Issues]] | *[[Known Image Issues]] | ||
*[[Standard Software Bundle]] | *[[Standard Software Bundle]] | ||
| + | *[[Free MSI package creators|Free MSI package creators]] | ||
==== Configuration ==== | ==== Configuration ==== | ||
| − | |||
| − | |||
*[[Configuring Mac Loaners]] | *[[Configuring Mac Loaners]] | ||
*[[Advanced Mac Configuration Topics]] | *[[Advanced Mac Configuration Topics]] | ||
| − | *[[Advanced PC Config Topics]] | + | *[[Advanced PC Config Topics]]<br> |
| + | *[[Advanced Thin Client Topics|Advanced Thin Client Topics]] | ||
| − | ==== Virtual Computers ==== | + | ==== Virtual Computers and Thin Clients<br> ==== |
| − | *[[Vmware VDM]] | + | *[[Using Virtual Computer Labs at MIIS|Using Virtual Computer Labs at MIIS]] |
| + | *[[Using the Wyse Thin Clients|Using the Wyse Thin Clients]] | ||
| + | *[[Vmware VDM]] (troubleshooting Thin Clients, vdm.middlebury.edu, VDI) | ||
| + | *[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]<br> | ||
| − | |||
| − | *[[Technology Workshops]] | + | == Technology Education, Technical Documentation, Computing Terminology == |
| − | *[[ASCII Unicode and HTML Tables]] | + | |
| − | *[[Computing Terminology]] | + | *[[Technology_Workshops|Technology Workshops]] |
| − | *[[ | + | *[[ASCII_Unicode_and_HTML_Tables|ASCII Unicode and HTML Tables]] |
| − | + | *[[Computing_Terminology|Computing Terminology]] | |
| − | *[[ | + | *[[Common_Writing_Errors|Common Writing Errors]] (to be used when composing new documentation and articles) |
| + | *[[GNU_Icons|Free (open-sourced) icons/thumbnails/clipart]] | ||
| + | *[[Mac_Training_Topics_for_Helpdesk|Mac Training Topics for Helpdesk]] | ||
| + | *[[LS_Technology_Orientations|LS Technology Orientations]] | ||
== Misc == | == Misc == | ||
| − | ''(If you don't know where to put an article link, put it here!)'' | + | ''(If you don't know where to put an article link, put it here!)'' |
| − | *[[Scripting Reference]] | + | *[[Scripting Reference]] |
*[[Mac OS X Server Administration|Mac OS X Server Administration]] | *[[Mac OS X Server Administration|Mac OS X Server Administration]] | ||
| + | *[[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)] | ||
| + | *[[BlackBox Wireless Presentation|Wireless Presentation - BlackBox device for sharing display output]] | ||
| + | *[[Plainview|Basic Web Kiosk with Plainview]] | ||
| + | |||
| + | [[Category:Index]] | ||
Latest revision as of 15:34, 25 April 2022
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 25 April 2022, at 15:34.
- Privacy policy
- About Library & ITS Wiki
- Disclaimers