Middlebury

Difference between revisions of "Helpdesk Draft Documentation"

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== LIS 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.
  
==== General links ====
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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.
 +
*[[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
 
*[[General requests]] - misc requests like common phone extensions, paying tuition, mailing packets, purchasing computers
*[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]] - Tips and guidelines on how to use and edit this WIKI!
 
 
*[[Helpdesk Policy]] - An ''unofficial'' reference and statement of our policies.
 
*[[Helpdesk Policy]] - An ''unofficial'' reference and statement of our policies.
*[http://go.middlebury.edu/documentation go/documentation] - Public documentation
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*[[Equipment Borrowing]]- information about loaner equipment
 
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*[[Media Services]] - Wilson Media Lab, screenings, videoconferences
==== LIS  ====
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*[[Telephone Services]] - general information, BlackBerry setup
 
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*[[Labs and Classrooms]] - lab status, software installed, smart classroom help
*[[ILL|ILLIAD and ILL (Inter Library Loan)]]
 
*[[Loaner Laptops]]
 
 
*[[Microfilm and Microfiche Machines]]
 
*[[Microfilm and Microfiche Machines]]
 
*[[Printers|Printers and Print Release Stations]]
 
*[[Printers|Printers and Print Release Stations]]
 
==== Media services  ====
 
 
*[[Requesting assistance with a film screening]]
 
*[[Where can I host a Videoconference on campus?]]
 
*[[Digital Media Tutors]] Schedule (Wilson Media Lab)
 
*[[Wilson Media Development Lab]]
 
 
==== Labs & classrooms  ====
 
 
*[[Classroom Directory and Documentation]]
 
*[http://go.middlebury.edu/software go/software] 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]]
 
*[[Checking availability of computer labs|Checking availability of computer labs]]
 
*[[Getting Reports from Labstats]]
 
*[[Specialty Labs|Specialty Labs]]
 
  
 
== Network, Servers, and Internet  ==
 
== Network, Servers, and Internet  ==
  
 
*[[Network Troubleshooting]] - general tips
 
*[[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]]
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**[[Troubleshooting Internet Explorer|Troubleshooting Internet Explorer]]
 
*[[Advanced Network Troubleshooting]]
 
*[[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]]
  
*[[Campus Manager|Campus Manager]]
 
*[[Wireless]]
 
*[[Routers]] (Wireless Access Points)
 
 
*[[Campus Housing not on Wired Network]]
 
*[[Campus Housing not on Wired Network]]
*[[I can't login to my computer]]
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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]]
  
 
==== E-Mail  ====
 
==== E-Mail  ====
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*[[Email Issues]]
 
*[[Email Issues]]
 
*[[Default Quotas|Default Quotas]]
 
*[[Default Quotas|Default Quotas]]
*[[List Manager|List Manager]]
 
 
*[[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]]
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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)
*[[Benefits of Complex Passwords and Password Changes]]
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*[[Passwords]]
*[[Best way to store passwords|Best way to store passwords]]
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*[[How long are Middlebury Accounts kept]]
*[[Permissions]]
 
*[[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]]  
 +
*[[SPAM_and_Backscatter|SPAM and Backscatter]]
  
 
==== Servers and infrastructure  ====
 
==== Servers and infrastructure  ====
 
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*[[Common_Services#File_Servers|File Servers]]
 +
*[[Editing Lists on Mac]]
 
*[[Infrastructure]]
 
*[[Infrastructure]]
 
*[[Remote Assistance]]
 
*[[Remote Assistance]]
 
*[[Remote Desktop Connection]]
 
*[[Remote Desktop Connection]]
 
*[[Off Campus Access]] (VPN, Dial-Up, etc.)
 
*[[Off Campus Access]] (VPN, Dial-Up, etc.)
*[[File Servers]]
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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]]
 
*[[Self-Signed or Expired Certificates]]
 
*[[Self-Signed or Expired Certificates]]
 
*[[Getting a Middlebury College Security Certificate]]
 
*[[Getting a Middlebury College Security Certificate]]
*[[Access to Class Servers and Services|Access to Classes server, class e-mail lists, segue class webpages]]
 
*[[DFS|DFS Filesystem]]
 
  
 
== Applications and OS  ==
 
== Applications and OS  ==
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==== General  ====
 
==== General  ====
  
*'''[[Viruses and malware]]''' - how to recognize, understand, and clean up infections.
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*'''[[Viruses and malware]]'''
*[[Run a virus scan with Symantec AntiVirus]]
 
*[[Compatibility]]
 
*[[Languages]]
 
*[[Troubleshooting Font Issues]]
 
 
*[[Useful Applications]]
 
*[[Useful Applications]]
 
*[[Feature/Service/Application Requests]]
 
*[[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  ====
  
*[[Operating System]] - list of supported OS's
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*[[Windows 7|Windows 7]]
*[[Vista]]
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*[[Windows 10]]
 
*[[Mac OSX]]
 
*[[Mac OSX]]
*[[Ubuntu]] - configuring Ubuntu for use with Middlebury network
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*[[Mac OS X MountainLion]] (10.8.x)
*[[Reinstalling your Operating System]]
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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]]
  
 
==== Recovery and backup  ====
 
==== Recovery and backup  ====
  
 
*[[Data Recovery]]
 
*[[Data Recovery]]
*[[Backup]]
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*[[Backing Up Your Data]]
*[[Selective Backup]]
 
  
==== Help with specific applications  ====
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==== Specific applications  ====
  
*[http://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications Specific Applications]
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*[https://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications List of articles about specific applications]
*[[Symantec AntiVirus|Symantec AntiVirus]]
 
 
*[[Microsoft Office]]
 
*[[Microsoft Office]]
*[[Optimizing Adobe Photoshop|Optimizing Adobe Photoshop ]]
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*[[Optimizing Adobe Photoshop]]
*[[DFS Servers|DFS Servers (were known as Novell Servers)]]
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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]]
*[[Web Browsers|Web Browsers]]
 
*[[IPod]] - recording on an iPod, etc.
 
  
 
==== 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]]
*[[ARTstor]]  
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*[[ARTstor]]
*[[Classes Web Pages|Web pages served on the Classes folder]]  
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*[[Classes Web Pages|Web pages served on the Classes folder]]
*[[Alumni Web site]]
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*[[Alumni Web site]]
*[[Alumni Forms|Alumni Forms]]  
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*[[Measure (on-line testing)]]
*[[Measure (on-line testing)]]  
 
 
*[[Segue (disambiguation)|Segue]]
 
*[[Segue (disambiguation)|Segue]]
  
 
==== Multimedia  ====
 
==== Multimedia  ====
  
*[[Free Screen Capture Software|Free Screen Capture Software]] (to capture your screen to a video)  
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*[[Using the Scanners from Public Computer Labs|Using the Scanners from Public Computer Labs]]
*[[Optical Character Recognition (OCR) Software|Optical Character Recognition (OCR) Software]]  
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*[[Free Screen Capture Software|Free Screen Capture Software]] (to capture your screen to a video)
*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]  
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*[[Optical Character Recognition (OCR) Software|Optical Character Recognition (OCR) Software]]
*[[Common Projection Issues|Common_Projection_Issues]]  
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*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]
*[http://support.apple.com/kb/HT3235 Apple Monitor and Display Adapter Table] (useful for finding the correct display adapter/dongle for a Mac)<br>
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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)
 +
*[[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&nbsp;form]]
 +
*[[Converting Multimedia Files|Converting Multimedia Files ]](including video conversion)
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*[[File and Graphic Types]]
  
 
==== Misc  ====
 
==== Misc  ====
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*[[Downloads from the Helpdesk]]
 
*[[Downloads from the Helpdesk]]
 
*[[Advanced Topics]]
 
*[[Advanced Topics]]
* [[Specialty Databases]]
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*[[Specialty Databases]]
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*[[WiFi Calling]]
  
 
== Using and troubleshooting hardware  ==
 
== Using and troubleshooting hardware  ==
  
==== Troubleshooting Computers ====
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==== Troubleshooting Computers ====
  
 
*[[Diagnostics]]
 
*[[Diagnostics]]
*[[Keyboard Combos for Diagnostics]]
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*[[Computer is slow during BIOS startup|Computer is slow during BIOS startup]]
*[[My Laptop Won't Start]]
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*[[Mac OSX Troubleshooting]]
*[[Common Hardware Issues]]
 
 
*[[Troubleshooting Intermittent Issues]]
 
*[[Troubleshooting Intermittent Issues]]
 
*[[Troubleshooting with Ubuntu Live CD]]
 
*[[Troubleshooting with Ubuntu Live CD]]
*[[Target Disk Mode]] (Mac only)
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*[[Troubleshooting public lab computers]]
*[[Blinking Question Mark]] (Mac only)
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*[[Links to Service Manuals]]
 +
 
 
*[[Media:QuizMe-3.ppt]] (powerpoint presentation)
 
*[[Media:QuizMe-3.ppt]] (powerpoint presentation)
*[[Troubleshooting public lab computers|Troubleshooting public lab computers]]
 
*[[Links to Service Manuals|Links to Service Manuals]]
 
  
==== Purchase, repair, replacement, & warranties ====
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==== Purchase, repair, replacement, &amp; 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)&nbsp;]]
 
*[[Purchasing Replacement Parts]]
 
*[[Purchasing Replacement Parts]]
 
*[[How can I get my computer repaired?]]
 
*[[How can I get my computer repaired?]]
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*[[Recalls]]
 
*[[Recalls]]
  
==== Troubleshooting and Using Accessories and External Hardware  ====
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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]]
 
*[[Monitors]]
 
*[[Monitors]]
 
*[[CD or DVD ROM]]
 
*[[CD or DVD ROM]]
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*[[Routers]] (Wireless Access Points)
 
*[[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  ====
  
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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]]&nbsp;(for Faculty and Staff)
 
*[[Distributing Macintosh Computers]]&nbsp;(for Faculty and Staff)
 
*[[Distributing Macintosh Faculty and Staff Loaners|Distributing Macintosh Faculty and Staff Loaners]] (aka "Circ" fac/staff loaners)
 
*[[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 Macintosh Student Loaners|Distributing Macintosh Student Loaners]] (aka "Circ" student loaners)
*[[Distributing Windows Computers]]&nbsp;(for Faculty and Staff)
 
 
*[[Distributing Lab Computers|Distributing Lab Computers]]<br>
 
*[[Distributing Lab Computers|Distributing Lab Computers]]<br>
*[[Distributing Thin Clients|Distributing Thin Clients]]
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*Distributing Dell desktops and laptops (for Faculty and Staff only)
*[[Distributing Other Computers and Devices]]
 
  
 
==== Images and software  ====
 
==== Images and software  ====
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==== Configuration  ====
 
==== Configuration  ====
  
*[[Configuring New Student Computers]] - how to configure computers ''without'' using our student image
 
*[[Dell Student Image]] - how to configure computers ''with'' the Dell student image
 
 
*[[Configuring Mac Loaners]]
 
*[[Configuring Mac Loaners]]
 
*[[Advanced Mac Configuration Topics]]
 
*[[Advanced Mac Configuration Topics]]
 
*[[Advanced PC Config Topics]]<br>
 
*[[Advanced PC Config Topics]]<br>
 +
*[[Advanced Thin Client Topics|Advanced Thin Client Topics]]
  
==== Virtual Computers  ====
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==== Virtual Computers and Thin Clients<br> ====
  
 +
*[[Using Virtual Computer Labs at MIIS|Using Virtual Computer Labs at MIIS]]
 
*[[Using the Wyse Thin Clients|Using the Wyse Thin Clients]]
 
*[[Using the Wyse Thin Clients|Using the Wyse Thin Clients]]
 
*[[Vmware VDM]] (troubleshooting Thin Clients, vdm.middlebury.edu, VDI)
 
*[[Vmware VDM]] (troubleshooting Thin Clients, vdm.middlebury.edu, VDI)
*[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]
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*[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]<br>
*See note on [[Distributing Thin Clients|Distributing_Thin_Clients]]
+
 
  
== 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)  
*[[Common Writing Errors]] (to be used when composing new documentation and articles)
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*[[GNU_Icons|Free (open-sourced) icons/thumbnails/clipart]]  
*[[GNU Icons|Free (open-sourced) icons/thumbnails/clipart]]
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*[[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|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]]  
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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)]
 
*[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]]
 
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*[[Plainview|Basic Web Kiosk with Plainview]]
 
 
 
 
  
 
[[Category:Index]]
 
[[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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