\contentsline {chapter}{\numberline {1}Welcome To the ARC Help Desk}{1}
\contentsline {section}{\numberline {1.1}Who Are We?}{1}
\contentsline {section}{\numberline {1.2}What Do We Do?}{1}
\contentsline {section}{\numberline {1.3}Where Are We?}{1}
\contentsline {section}{\numberline {1.4}What Do We \textbf {\emph {Not}} Do?}{2}
\contentsline {section}{\numberline {1.5}Is There Anything Else I Should Know?}{2}
\contentsline {subsection}{\numberline {1.5.1}Help Desk Policies}{2}
\contentsline {subsubsection}{Use of Computer Accounts}{2}
\contentsline {subsubsection}{Use of Electronic Communication}{2}
\contentsline {subsubsection}{Access to Hosts}{3}
\contentsline {subsubsection}{Consulting Hours}{3}
\contentsline {subsubsection}{Use of Equipment in the Window and Offices}{3}
\contentsline {chapter}{\numberline {2}Basic Tools}{4}
\contentsline {section}{\numberline {2.1}The Front Desk}{4}
\contentsline {section}{\numberline {2.2}The Telephone}{4}
\contentsline {section}{\numberline {2.3}E-Mail}{4}
\contentsline {section}{\numberline {2.4}hd-l}{4}
\contentsline {section}{\numberline {2.5}lily}{5}
\contentsline {section}{\numberline {2.6}Applix}{5}
\contentsline {section}{\numberline {2.7}The Stack of CDs}{5}
\contentsline {section}{\numberline {2.8}The ``Magic Toolkit'' of Disks}{5}
\contentsline {section}{\numberline {2.9}The Re-imaging Server}{5}
\contentsline {section}{\numberline {2.10}Web-sites}{5}
\contentsline {section}{\numberline {2.11}Quick Studies and Memos}{6}
\contentsline {section}{\numberline {2.12}UNIX}{6}
\contentsline {section}{\numberline {2.13}Forms}{6}
\contentsline {chapter}{\numberline {3}The Telephones}{7}
\contentsline {section}{\numberline {3.1}Logging on the Phones}{7}
\contentsline {section}{\numberline {3.2}Logging off the Phones}{7}
\contentsline {section}{\numberline {3.3}Phone Management}{8}
\contentsline {section}{\numberline {3.4}Our Phone Numbers}{8}
\contentsline {section}{\numberline {3.5}Other Useful Phone Numbers}{8}
\contentsline {section}{\numberline {3.6}Answering the Phones}{9}
\contentsline {section}{\numberline {3.7}Transferring a call}{9}
\contentsline {section}{\numberline {3.8}Forwarding the Phones}{9}
\contentsline {section}{\numberline {3.9}The ``Hot Line''}{9}
\contentsline {section}{\numberline {3.10}A Last Few Notes}{10}
\contentsline {chapter}{\numberline {4}Web-Sites}{11}
\contentsline {section}{\numberline {4.1}HDWebTool}{11}
\contentsline {section}{\numberline {4.2}RPInfo}{11}
\contentsline {section}{\numberline {4.3}The Computer Store}{11}
\contentsline {section}{\numberline {4.4}RCR}{12}
\contentsline {section}{\numberline {4.5}Mobile Computing at Rensselaer}{12}
\contentsline {section}{\numberline {4.6}ARC}{12}
\contentsline {chapter}{\numberline {5}``The Magic Toolkit'' of 3.5in Floppy Disks}{13}
\contentsline {section}{\numberline {5.1}What do We Have?}{13}
\contentsline {section}{\numberline {5.2}Rules Of Use}{14}
\contentsline {chapter}{\numberline {6}CDs}{15}
\contentsline {section}{\numberline {6.1}What We Have}{15}
\contentsline {section}{\numberline {6.2}What About the Old 600s?}{16}
\contentsline {section}{\numberline {6.3}Rules for Use}{16}
\contentsline {chapter}{\numberline {7}Re-Imaging A Laptop}{17}
\contentsline {section}{\numberline {7.1}All Laptops}{17}
\contentsline {section}{\numberline {7.2}The 600s or the 600Es}{17}
\contentsline {section}{\numberline {7.3}The T20s (and some T22s and T30s)}{17}
\contentsline {section}{\numberline {7.4}The T22s and T30s}{18}
\contentsline {section}{\numberline {7.5}Once the Reimage is Complete (All Laptops at Help Desk)}{18}
\contentsline {chapter}{\numberline {8}Consult-Mail}{19}
\contentsline {section}{\numberline {8.1}What Is Consult-Mail?}{19}
\contentsline {section}{\numberline {8.2}Which Consultants Check Consult Mail?}{19}
\contentsline {section}{\numberline {8.3}I'm New to Consult Mail, What do I do?}{19}
\contentsline {section}{\numberline {8.4}Okay, I'm set up, Now What?}{20}
\contentsline {section}{\numberline {8.5}Hints and Tips}{21}
\contentsline {chapter}{\numberline {9}Applix}{22}
\contentsline {section}{\numberline {9.1}What is Applix?}{22}
\contentsline {section}{\numberline {9.2}Where is Applix?}{22}
\contentsline {section}{\numberline {9.3}I'm Logged In, Now What?}{22}
\contentsline {section}{\numberline {9.4}What Else Can I do with Applix?}{23}
\contentsline {section}{\numberline {9.5}Finding the state of an already entered Ticket}{23}
\contentsline {section}{\numberline {9.6}Anything Else?}{23}
\contentsline {chapter}{\numberline {10}UNIX}{24}
\contentsline {section}{\numberline {10.1}Awww.... Man, Do I hafta?}{24}
\contentsline {section}{\numberline {10.2}Alright, what can I do with it?}{24}
\contentsline {section}{\numberline {10.3}HDAliases??? What's that?}{25}
\contentsline {section}{\numberline {10.4}There must be more, right?}{26}
\contentsline {chapter}{\numberline {11}Procedures}{27}
\contentsline {section}{\numberline {11.1}Signing things out}{27}
\contentsline {section}{\numberline {11.2}Ownership}{27}
\contentsline {section}{\numberline {11.3}Major Problems}{27}
\contentsline {section}{\numberline {11.4}Minor Problems That We Can't Solve}{28}
\contentsline {section}{\numberline {11.5}The Dumb Waiter}{28}
\contentsline {section}{\numberline {11.6}Closing Time!!!}{28}
\contentsline {section}{\numberline {11.7}Hard Drive Checks}{29}
\contentsline {chapter}{\numberline {12}Random Other Junk}{30}
\contentsline {section}{\numberline {12.1}Virus Stuff}{30}
\contentsline {section}{\numberline {12.2}WebCT}{30}
\contentsline {section}{\numberline {12.3}The CD Burner}{30}
\contentsline {section}{\numberline {12.4}ChangeLog}{31}
\contentsline {subsection}{\numberline {12.4.1}Release 1 (October 4, 2001)}{31}
\contentsline {subsection}{\numberline {12.4.2}Release 1.1 alpha (May 14, 2002)}{31}
\contentsline {subsection}{\numberline {12.4.3}Release 2.0 (August 22, 2002)}{31}
\contentsline {subsection}{\numberline {12.4.4}Release 2.1 (August 24, 2002)}{31}