Middlebury

Difference between revisions of "Helpdesk Policy"

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== Estimated Time for Service ==
 
== Estimated Time for Service ==
  
'''As long as the computer has not been shipped out for repair, you can take the computer away from the Helpdesk anytime during our business hours, even if we have not been able to repair it yet or provide a solution yet.'''
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As long as the computer has not been shipped out for repair, you can take the computer away from the Helpdesk anytime during our business hours, even if we have not been able to repair it yet or provide a solution yet.
  
 
=== Non-hardware related issues ===
 
=== Non-hardware related issues ===
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=== Hardware related issues  ===
 
=== Hardware related issues  ===
  
*College-owned machines:  
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*College-owned machines:
**Apple: '''About 1 week''' (this involves reporting the issue to Apple, shipping the computer (or requesting on-site repair), Apple repairs the computer, and computer is shipped back).  
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**Apple: '''About 1 week''' (this involves reporting the issue to Apple, shipping the computer (or requesting on-site repair), Apple repairs the computer, and computer is shipped back).
**Dell: '''3 days to 1 week, usually closer to 3 days''' (this involves reporting the issue to Dell, requesting parts or on-site repair, repairing the computer. Dell computers are rarely shipped back to Dell)  
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**Dell: '''3 days to 1 week, usually closer to 3 days''' (this involves reporting the issue to Dell, requesting parts or on-site repair, repairing the computer. Dell computers are rarely shipped back to Dell)
 
*Student-owned machines: These are entirely dependent on the manufacturer. The Helpdesk does not provide hardware service for student computers.
 
*Student-owned machines: These are entirely dependent on the manufacturer. The Helpdesk does not provide hardware service for student computers.
  

Revision as of 16:44, 15 January 2010


Please note that this page does not necessarily reflect official LIS policies

Language schools

At the Helpdesk we speak English. Elsewhere, we have the responsibility to respect the language pledge and the right of the LS students to not hear any more English than necessary. It's the quality of the immersion experience that lets Middlebury offer such a great summer language program.

Language schools are fast and intense and it's a really serious problem if, say, a teacher goes a week without a laptop. Hence we offer laptop loaners and a number of computer labs, as backup solutions. Each school also has a pool of computers that faculty can use (check with coordinator). For students and faculty who are not at Middlebury during the normal school year, we will offer advice, guidance, and moral support as wanted but we generally do not check in their computers for extensive repair or part replacement.

Software & licensing

We have limited licenses available for end users for various programs. When can we install a program for someone, when not?

  • Windows install disks: When a user needs to reinstall an OS, we cannot supply disks. There is a WinXP disk in the WI that can be used to language packages on their Windows XP computers.
  • Reimaging: If a college-provided factulty/staff computer or a student's computer purchased through Middlebury needs to be reimaged, we can use the Ghost CD to do so, essentially reinstalling the OS. Reimaging will erase ALL DATA on the computer! Make sure everything is backed up.
  • MS Office: We can install Office on college computers. For personal laptops, users can check out an MS Office disk from circulation and do the install themselves. A reminder that licensed software does not circulate to LS and BLSE (Bread Loaf School of English) borrowers. Our software license does not extend to summer borrowers - only regular academic year borrowers.

Estimated Time for Service

As long as the computer has not been shipped out for repair, you can take the computer away from the Helpdesk anytime during our business hours, even if we have not been able to repair it yet or provide a solution yet.

Non-hardware related issues

  • We try to provide a solution for non-hardware related issues within 1 business day. Problems that are intermittent or harder to reproduce may take longer.

Hardware related issues

  • College-owned machines:
    • Apple: About 1 week (this involves reporting the issue to Apple, shipping the computer (or requesting on-site repair), Apple repairs the computer, and computer is shipped back).
    • Dell: 3 days to 1 week, usually closer to 3 days (this involves reporting the issue to Dell, requesting parts or on-site repair, repairing the computer. Dell computers are rarely shipped back to Dell)
  • Student-owned machines: These are entirely dependent on the manufacturer. The Helpdesk does not provide hardware service for student computers.

Passwords and private information

As Helpdesk consultants we have a huge responsibility to use our skills wisely and honestly, in a way that ensures the trust of our clients and optimizes the health of the college.

  • We never take faculty or staff passwords, period.
  • We don't give out personal contact information of consultants, staff or faculty. We can contact the person directly if it's important.
  • We cannot give parents ID or PIN information about their student once the student is here, and we can certainly not help a parent to reset a student's PIN without the student's consent. Grades and such information are all confidential and it is important for us to respect that.
  • Same goes for any information we have in HEAT: we cannot give out ID or other personal information to anyone but that person, in person. go/dir is there if they need it.

--Mitrevski, Petar 22:22, 10 July 2008 (EDT)

Faculty and Staff Personally Owned Computers

Unfortunately, we provide limited support, and limited software installation, on personally owned computers. However, the limited support does include help with connecting to our campus network, setting up e-mail and remote access, as well as installing Microsoft Office. Also, the Office install disk can be checked-out of the library (as if it were a book), for a number of days (this perk is available for all faculty).

Connecting to our wired campus network consists of simply plugging in an ethernet cord into an active ethernet jack. IP, DNS, WINS information is obtained automatically. The MAC address of the computer does need to be registered in our system, and this is done through a web page, which happens to be the only web page that you can access when you first connect (after first connecting, if you try to access www.google.com, you will be directed to our registration web page). There is a number of documents, including network-related topics, available here: http://go.middlebury.edu/documentation


Connecting to our wireless networks is outlined here: http://www.middlebury.edu/academics/lis/help/helpdesk/documentation/network/wireless/

Retention Policy for Deleted E-mails

What is Middlebury's deleted email retention policy?

Deleted messages that are 60 days old or newer, on your Middlebury email account are backed-up every night and can be restored upon request, even if you've emptied your "Deleted Items" folder.

NOTE: If your email program is configured to use POP, you may be removing messages from the email server before they can be backed up. Please configure your email program to use the IMAP protocol instead.

Sending Messages to All Faculty, All Staff or All Students

Who to contact for obtaining email permissions?

In brief, here's the general idea:

  • From Students -- To Students: The SGA President approves emails to All Students from students.
  • From Faculty and Staff -- To Students: The Assistant to the Dean of Student Affairs, Dean of Student Affairs Office approves emails to students from faculty and staff.
  • From Faculty, Staff, and Students -- To Staff: The Director of Human Resources approves emails to staff from faculty, staff and students.
  • From Faculty, Staff and Students -- To Faculty: The Dean of Faculty approves emails to faculty from faculty, staff and students.
  • In the hierarchy of positions, the Dean of the Faculty can approve emails to all faculty, staff and students.

Account Deletion for Graduating Seniors

Your campus accounts (email, file server, personal webpages) are deleted 6 months after graduation. You will receive email warnings about one month prior to account deletion. To ensure that you don't lose any important data:

  • File backup from server: Visit our file server back-up help to find out how to back up files from file servers and personal web pages from Midd-Unix (Community).
  • You may export your email to various email clients. If you do not already have a program configured, you may set up an email connection by following our email configuration instructions.
  • Forwarding email: you may forward your Middlebury College email account to another account of your choosing by visiting go/forward BUT THIS FORWARDING WILL CEASE TO WORK when your account is deleted after graduation.
  • Lifelong email: the alumni office offers a Lifelong E-mail forwarding account to all Middlebury alumni. Find out more at our alumni resources page
  • Technical support for computers purchased through Middlebury College ends when you graduate. In the event of technical problems after graduation, we encourage you to contact the manufacturer directly:

Guest Access to College Equipment

Middlebury College student, faculty, and staff access to Library workstations is given precedence over all other use. Non-College community members and researchers may use library computer workstations for research needs and online information access only. A special guest login for these users is required; the password to this account changes daily, and can be obtained in person in various locations. See the Guest Access to College Equipment article for details.