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Contents
An Introduction to Help Desk
Frank Barton <bartof@rpi.edu>
Contents
Welcome To the ARC Help Desk
Who Are We?
What Do We Do?
Where Are We?
What Do We
Not
Do?
Is There Anything Else I Should Know?
Help Desk Policies
Use of Computer Accounts
Use of Electronic Communication
Access to Hosts
Consulting Hours
Use of Equipment in the Window and Offices
Basic Tools
The Front Desk
The Telephone
E-Mail
hd-l
lily
Applix
The Stack of CDs
The ``Magic Toolkit'' of Disks
The Re-imaging Server
Web-sites
Quick Studies and Memos
UNIX
Forms
The Telephones
Logging on the Phones
Logging off the Phones
Phone Management
Our Phone Numbers
Other Useful Phone Numbers
Answering the Phones
Transferring a call
Forwarding the Phones
The ``Hot Line''
A Last Few Notes
Web-Sites
HDWebTool
RPInfo
The Computer Store
RCR
Mobile Computing at Rensselaer
ARC
``The Magic Toolkit'' of 3.5in Floppy Disks
What do We Have?
Rules Of Use
CDs
What We Have
What About the Old 600s?
Rules for Use
Re-Imaging A Laptop
All Laptops
The 600s or the 600Es
The T20s (and some T22s and T30s)
The T22s and T30s
Once the Reimage is Complete (All Laptops at Help Desk)
Consult-Mail
What Is Consult-Mail?
Which Consultants Check Consult Mail?
I'm New to Consult Mail, What do I do?
Okay, I'm set up, Now What?
Hints and Tips
Applix
What is Applix?
Where is Applix?
I'm Logged In, Now What?
What Else Can I do with Applix?
Finding the state of an already entered Ticket
Anything Else?
UNIX
Awww.... Man, Do I hafta?
Alright, what can I do with it?
HDAliases??? What's that?
There must be more, right?
Procedures
Signing things out
Ownership
Major Problems
Minor Problems That We Can't Solve
The Dumb Waiter
Closing Time!!!
Hard Drive Checks
Random Other Junk
Virus Stuff
WebCT
The CD Burner
Additions To This Document
Release 1 (October 4, 2001)
Release 1.1 alpha (May 14, 2002)
Release 2.0 (August 22, 2002)
Release 2.1 (August 24, 2002)
About this document ...
Frank Charles Barton
2002-11-19
