Middlebury

Difference between revisions of "Helpdesk Draft Documentation"

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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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|}
 
 
 
== LIS Helpdesk  ==
 
== LIS Helpdesk  ==
  
 
==== General links  ====
 
==== General links  ====
  
*[[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
*[https://mediawiki.middlebury.edu/wiki/hi/Index Helpdesk Internal Wiki] - Helpdesk reference for non-public information.  
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*[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).  
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*[https://mediawiki.middlebury.edu/wiki/hi/HEAT HEAT reference] - How to use HEAT reference (on the internal wiki).
*[[Wiki Editing Protocol|Protocol & Tips]] - Tips and guidelines on how to use and edit this WIKI!  
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*[[Wiki Editing Protocol|Protocol & Tips]] - Tips and guidelines on how to use and edit this WIKI!
*[[Helpdesk Policy|Policy]] - An ''unofficial'' reference and statement of our policies.  
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*[[Helpdesk Policy|Policy]] - An ''unofficial'' reference and statement of our policies.
 
*[http://go.middlebury.edu/documentation go/documentation] - Public documentation
 
*[http://go.middlebury.edu/documentation go/documentation] - Public documentation
  
 
==== LIS  ====
 
==== LIS  ====
  
*[[ILL|ILLIAD and ILL (Inter Library Loan)]]  
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*[[ILL|ILLIAD and ILL (Inter Library Loan)]]
*[[Loaner Laptops]]  
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*[[Loaner Laptops]]
 
*[[Microfilm and Microfiche Machines]]
 
*[[Microfilm and Microfiche Machines]]
 +
*[[Printers|Printers and Print Release Stations]]
  
 
==== Media services  ====
 
==== Media services  ====
  
*[[Requesting assistance with a film screening]]  
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*[[Requesting assistance with a film screening]]
*[[Where can I host a Videoconference on campus?]]  
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*[[Where can I host a Videoconference on campus?]]
*[[Digital Media Tutors]] Schedule (Wilson Media Lab)  
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*[[Digital Media Tutors]] Schedule (Wilson Media Lab)
 
*[[Wilson Media Development Lab]]
 
*[[Wilson Media Development Lab]]
  
 
==== Labs & classrooms  ====
 
==== Labs & classrooms  ====
  
*[[Classroom Directory and Documentation]]  
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*[[Classroom Directory and Documentation]]
*[http://go.middlebury.edu/software go/software] Table of software available in each classroom  
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*[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.  
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*[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.  
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*[http://go.middlebury.edu/media go/media] for various classroom / LIS -related resources.
*[[SMART Classroom Troubleshooting]]  
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*[[SMART Classroom Troubleshooting]]
*[[Checking availability of computer labs|Checking availability of computer labs]]  
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*[[Checking availability of computer labs|Checking availability of computer labs]]
*[[Getting Reports from Labstats|Getting Reports from Labstats]]  
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*[[Getting Reports from Labstats]]
 
*[[Specialty Labs|Specialty Labs]]
 
*[[Specialty Labs|Specialty Labs]]
  
 
== Network, Servers, and Internet  ==
 
== Network, Servers, and Internet  ==
  
*[[Network Troubleshooting]] - general tips  
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*[[Network Troubleshooting]] - general tips
*[[Network Troubleshooting - Windows]] - Windows-specific tips
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*[[Network Troubleshooting - Windows]]
*[[Network Troubleshooting - Mac OS X]] - Mac-specific tips
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*[[Network Troubleshooting - Mac OS X]]
*[[Advanced Network Troubleshooting|Advanced Network Troubleshooting]]
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*[[Advanced Network Troubleshooting]]
  
*[[Campus Manager|Campus Manager]]  
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*[[Campus Manager|Campus Manager]]
*[[Wireless]]  
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*[[Wireless]]
*[[Routers]] (aka WAPs or Wireless Access Points)  
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*[[Routers]] (Wireless Access Points)
*[[Campus Housing not on Wired Network|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]]
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*[[I can't login to my computer]]
  
 
==== 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]]
*[[List Manager|List Manager]]  
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*[[List Manager|List Manager]]
*[[Ldap Settings|Ldap Settings]]  
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*[[Ldap Settings|Ldap Settings]]
 
*[[Syncing Calendar and Address Book|Syncing Calendar and Address Book]]
 
*[[Syncing Calendar and Address Book|Syncing Calendar and Address Book]]
  
 
==== Accounts  ====
 
==== Accounts  ====
  
*[[Password Changes]]  
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*[[Password Changes]]
*[[Benefits of Complex Passwords and Password Changes]]  
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*[[Benefits of Complex Passwords and Password Changes]]
*[[Best way to store passwords|Best way to store passwords]]  
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*[[Best way to store passwords|Best way to store passwords]]
*[[Permissions]]  
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*[[Permissions]]
 
*[[How long are Middlebury Accounts kept|How long are Middlebury Accounts kept]]
 
*[[How long are Middlebury Accounts kept|How long are Middlebury Accounts kept]]
  
 
==== Abuse and risks  ====
 
==== Abuse and risks  ====
  
*[[Misuse of the College's E-mail System]]  
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*[[Misuse of the College's E-mail System]]
*[[SPAM and Backscatter]]  
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*[[SPAM and Backscatter]]
 
*[[Phishing and Scam Websites]]
 
*[[Phishing and Scam Websites]]
  
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*[[File Servers]]
 
*[[File Servers]]
 
*[[Self-Signed or Expired Certificates]]
 
*[[Self-Signed or Expired Certificates]]
*[[Getting a Middlebury College Security Certificate|Getting a Middlebury College Security Certificate]]
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*[[Getting a Middlebury College Security Certificate]]
 
*[[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]]
*[[DFS|DFS]]
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*[[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]]''' - how to recognize, understand, and clean up infections.
*[[Run a virus scan with Symantec AntiVirus|Run a virus scan with Symantec AntiVirus]]  
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*[[Run a virus scan with Symantec AntiVirus]]
*[[Compatibility]]  
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*[[Compatibility]]
*[[Languages]]  
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*[[Languages]]
*[[Troubleshooting Font Issues]]  
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*[[Troubleshooting Font Issues]]
*[[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]]
  
 
==== Operating Systems  ====
 
==== Operating Systems  ====
  
*[[Operating System]] - list of supported OS's  
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*[[Operating System]] - list of supported OS's
*[[Vista]]  
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*[[Vista]]
*[[Mac OSX]] - All resources Mac
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*[[Mac OSX]]
*[[Ubuntu]] - configuring Ubuntu for use with Middlebury network  
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*[[Ubuntu]] - configuring Ubuntu for use with Middlebury network
 
*[[Reinstalling your Operating System]]
 
*[[Reinstalling your Operating System]]
  
 
==== Recovery and backup  ====
 
==== Recovery and backup  ====
  
*[[Data Recovery]]  
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*[[Data Recovery]]
*[[Backup]]  
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*[[Backup]]
 
*[[Selective Backup]]
 
*[[Selective Backup]]
  
 
==== Help with specific applications  ====
 
==== Help with specific applications  ====
  
*[http://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications Specific Applications]  
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*[http://mediawiki.middlebury.edu/wiki/LIS/Category:Specific_applications Specific Applications]
*[[Symantec AntiVirus|Symantec AntiVirus]]  
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*[[Symantec AntiVirus|Symantec AntiVirus]]
*[[Microsoft Office]]  
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*[[Microsoft Office]]
 
*[[Optimizing Adobe Photoshop|Optimizing Adobe Photoshop ]]
 
*[[Optimizing Adobe Photoshop|Optimizing Adobe Photoshop ]]
*[[DFS Servers|DFS Servers (were known as Novell Servers)]]  
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*[[DFS Servers|DFS Servers (were known as Novell Servers)]]
*[[Web Browsers|Web Browsers]]  
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*[[Web Browsers|Web Browsers]]
 
*[[IPod]] - recording on an iPod, etc.
 
*[[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]]
*[[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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*[[Alumni Forms|Alumni Forms]]
 
*[[Measure (on-line testing)]]
 
*[[Measure (on-line testing)]]
  
 
==== Multimedia  ====
 
==== Multimedia  ====
  
*[[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]]
 
*Dual-monitor or LCD projector laptop projection: [[PC laptop projection problems|PC_laptop_projection_problems]]
  
 
==== 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]]
 
*[[Advanced Topics]]
  
 
== Using and troubleshooting hardware  ==
 
== Using and troubleshooting hardware  ==
  
==== Troubleshooting Computers<br>  ====
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==== Troubleshooting Computers ====
  
*[[Diagnostics]]  
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*[[Diagnostics]]
*[[Keyboard Combos for Diagnostics]]  
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*[[Keyboard Combos for Diagnostics]]
*[[My Laptop Won't Start]]  
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*[[My Laptop Won't Start]]
*[[Common Hardware Issues]]  
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*[[Common Hardware Issues]]
*[[Troubleshooting Intermittent Issues]]  
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*[[Troubleshooting Intermittent Issues]]
*[[Troubleshooting with Ubuntu Live CD]]  
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*[[Troubleshooting with Ubuntu Live CD]]
*[[Target Disk Mode]] (Mac only)  
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*[[Target Disk Mode]] (Mac only)
*[[Blinking Question Mark]] (Mac only)  
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*[[Blinking Question Mark]] (Mac only)
*[[Media:QuizMe-3.ppt]] (powerpoint presentation)  
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*[[Media:QuizMe-3.ppt]] (powerpoint presentation)
*[[Troubleshooting public lab computers|Troubleshooting public lab computers]]  
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*[[Troubleshooting public lab computers|Troubleshooting public lab computers]]
 
*[[Links to Service Manuals|Links to Service Manuals]]
 
*[[Links to Service Manuals|Links to Service Manuals]]
  
==== Purchase, repair, or replace of electronics<br>  ====
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==== Purchase, repair, replacement, & warranties ====
  
*[[Purchasing Computers]]  
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*[[Purchasing Computers]]
*[[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 &amp; 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]]
  
 
==== Troubleshooting and Using Accessories and External Hardware  ====
 
==== Troubleshooting and Using Accessories and External Hardware  ====
  
*[[Printers|Printers and Print Release Stations]]
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*[[Monitors]]
*[[Monitors]]  
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*[[CD or DVD ROM]]
*[[CD or DVD ROM]]  
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*[[External hard disks]]
*[[External hard disks]]  
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*[[Flash Drives]]
*[[Flash Drives]]  
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*[[Routers]] (Wireless Access Points)
*[[Advanced Port Replicator]] (docking stations)  
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*[[Advanced Port Replicator]] (docking stations)
*[[Aruba Wireless Access Points|Aruba Wireless Access Points]]
 
  
 
==== 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]]&nbsp;(for Faculty and Staff)  
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*[[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)  
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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 Windows Computers]]&nbsp;(for Faculty and Staff)  
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*[[Distributing Windows Computers]]&nbsp;(for Faculty and Staff)
*[[Distributing Lab Computers|Distributing Lab Computers]]<br>  
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*[[Distributing Lab Computers|Distributing Lab Computers]]<br>
*[[Distributing Thin Clients|Distributing Thin Clients]]  
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*[[Distributing Thin Clients|Distributing Thin Clients]]
 
*[[Distributing Other Computers and Devices]]
 
*[[Distributing Other Computers and Devices]]
  
 
==== 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 New Student Computers]] - how to configure computers ''without'' using our student image
*[[Dell Student Image]] - how to configure computers ''with'' the Dell student image  
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*[[Dell Student Image]] - how to configure computers ''with'' the Dell student image
*[[Configuring Mac Loaners]]  
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*[[Configuring Mac Loaners]]
*[[Advanced Mac Configuration Topics]]  
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*[[Advanced Mac Configuration Topics]]
 
*[[Advanced PC Config Topics]]<br>
 
*[[Advanced PC Config Topics]]<br>
  
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*[[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)  
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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]]  
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*[[Known Thin Client and VDI Issues|Known_Thin_Client_and_VDI_Issues]]
 
*See note on [[Distributing Thin Clients|Distributing_Thin_Clients]]
 
*See note on [[Distributing Thin Clients|Distributing_Thin_Clients]]
  
 
== 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]]
  
 
== 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]]
 
*[[Control Panel Shortcuts|Control Panel Shortcuts]]
 
[[Category:Helpdesk]]
 

Revision as of 09:17, 8 September 2009

LIS Helpdesk

General links

LIS

Media services

Labs & classrooms

Network, Servers, and Internet

E-Mail

Accounts

Abuse and risks

Servers and infrastructure

Applications and OS

General

Operating Systems

Recovery and backup

Help with specific applications

Web apps and websites

Multimedia

Misc

Using and troubleshooting hardware

Troubleshooting Computers

Purchase, repair, replacement, & warranties

Troubleshooting and Using Accessories and External Hardware

Hardware Maintenance

Computer distribution & configuration

Distribution

Images and software

Configuration

Virtual Computers

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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