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Table of Contents

1.   Introduction
2.   Getting started (or the first round of paper chasing)
2.1.   Paperwork you need to do
2.2.   Getting your keys
2.3.   Getting paid
2.4.   Desk versus office hours
2.5.   TCC policies
3.   The User Consultant job
3.1.   Qualifications
3.2.   Responsibilities
3.3.   The Senior UC position
3.4.   Job location and working conditions
3.5.   Hazing of New UCs
3.6.   Supervision
4.   General Guidelines for the TCC
4.1.   Test System and Production System
4.2.   Triage Meetings
4.3.   Software inventory
4.4.   Hardware Inventory
4.5.   Network map
4.6.   Guidelines for system changes
4.6.1.   Upgrades of Hardware and Software
4.6.2.   Closure of problems
5.   UC Meetings
5.1.   Setting schedules
5.1.1.   Schedule objectives
6.   On the job
6.1.   Job attitude
6.2.   Job conduct
6.3.   Punctuality
6.4.   Away from the Help Desk
6.5.   Perceptions
6.5.1.   Your work account
6.6.   Working with people
6.6.1.   Irritated people
6.6.2.   Cultural considerations
6.7.   Things not to do while on duty
6.8.   Eating while on duty
6.9.   Noise level in the TCC
6.10.   Not installing software
6.11.   Not installing hardware
6.12.   Not modifying the network
6.13.   Scope of responsibility
6.13.1.   A user's view of our responsibility
6.14.   E-mail considerations
6.14.1.   Voice mail and uc email
6.15.   The UC office and "Office hours"
6.16.   Scheduled work hours
6.17.   Swapping shifts
6.18.   For whom do you speak?
6.19.   Reporting grievances
6.20.   Formal reprimands
7.   Job Related Reading List
7.1.   Time Management  (Mancini)
7.2.   Managing the Demands of Work and Home  (Galginaitis)
7.3.   Getting and Staying Organized  (_)
7.4.   Effective Listening Skills  (Kratz, Kratz)
7.5.   Phone Skills  (_)
7.6.   Writing for Business Success  (_)
7.7.   Customer Service Excellence  (MacNeill)
7.8.   Building Customer Loyalty  (Glanz)
7.9.   Multicultural Customer Service  (Aguilar, Stokes)
7.10.   Stewardship  (Block)
8.   Knowing policy
9.   Help Desk
9.1.   UC Hours Shown in MOTD
9.2.   Using the phone
9.3.   More than one UC working
9.4.   Locking the areas
9.5.   The book cabinet
9.6.   Lost and found items
9.7.   Command summary for voice mail messages
9.8.   Facilities Management Work Orders
10.   Registrar Rooms
10.1.   Processing Room Reservations
10.2.   Room Calendars
10.3.   Opening and Closing Google Calendar
10.4.   email Record
10.5.   Rooms Web Page
11.   Tools for the UC
11.1.   Commands for ucsh
11.2.   Standard system commands for UCs
11.3.   Other commands for UCs
11.4.   Introduction to ucsh (sudo under RedHat)
11.5.   The account manager, acctmngr
11.6.   Description of ucsh (sudo) commands
11.7.   Useful system commands
11.8.   Things in bin Directories
11.8.1.   lpbiff
11.8.2.   Forms Script
11.8.3.   Inform User of Rogue Process
11.8.4.   Inform User of Killed Process
11.8.5.   Lists Manager
11.9.   Other programs for the User Consultant
11.9.1.   acct
11.9.2.   acctpkg
11.9.3.   consume_log
11.9.4.   consume_report
11.9.5.   docp
11.9.6.   fix_floppy
11.9.7.   fix_inbox
11.9.8.   fix_netcache
11.9.9.   fixemall
11.9.10.   frc
11.9.11.   glo
11.9.12.   lprcredit
11.9.13.   qcheck
11.9.14.   queuecheck
11.9.15.   printmon
11.9.16.   rcx
11.9.17.   rogue
11.9.18.   rogue_uc
11.9.19.   rx
11.9.20.   setprinter
11.9.21.   sz
11.9.22.   uc
11.9.23.   uc.motd_message
11.9.24.   uclock
11.9.25.   welcomeprint
11.9.26.   wmlpr
11.10.   Other tools
11.10.1.   fix_blue
11.10.2.   plog
11.10.3.   pscpy
12.   Tickets
12.1.   Why track problems
12.2.   Giving people a way to report things
12.3.   Filing a ticket
12.4.   Filing an “info-only” ticket
12.5.   Guidelines for assigning priority levels
12.6.   Considerations regarding email correspondence
12.7.   Keeping the reporter informed
12.8.   Guidelines for ticket work
12.9.   Closure
13.   The book program
13.1.   Starting book
13.2.   Overview of book
13.3.   Checking in items
13.4.   Things to do before releasing an item
13.5.   Checking out items
13.6.   Checking for overdue items
13.7.   Viewing and editing hold items
13.8.   Hunting for Items
13.9.   Changing item information
13.10.   Adding items to the database
14.   Printing
14.1.   List of Printers at TCC
14.2.   Printing supplies
14.2.1.   Periodic cleaning of internals
14.2.2.   TCC paper
14.2.3.   User-supplied paper stock
14.2.4.   Recording use of consumables
14.2.5.   Replacing toner cartridges
14.3.   Print Quality Issues
14.4.   Returning Defective Cartridges
14.5.   Unclaimed printouts
14.6.   Clearing a jammed printer
14.7.   Hung print job
14.8.   Print queue redirection
14.8.1.   Moving jobs in a redirected queue
14.9.   Speare 16 printers
14.10.   Resolving printing problems
14.11.   Issuing refunds
14.12.   DVI Files
15.   Projectors
15.1.   Loaning a TCC projector
15.2.   About the TCC Projectors
15.2.1.   General projector concepts
15.2.2.   Testing the projectors
15.2.3.   Replacing a lamp
16.   TCC Ethernet Connections
16.1.   TCC dormitory net responsibilities
17.   Modems
17.1.   Connection servers
17.2.   TCC modems
17.3.   Configuring MS Windows for use without a dial-in script
17.4.   Configuring Red Hat for PAP
17.5.   Old (Windows 95 and 98) PPP Scripts
17.6.   Pointer to alternative PPP information
18.   Managing TCC resources
18.1.   Verifying Identity
18.2.   Notifying a person
18.3.   Managing resources
18.4.   Considerations when managing resources
18.5.   Disk quotas
18.6.   Mail quotas
18.7.   Loaning resources
18.8.   Equipment tracking
18.9.   Communal key ring
18.10.   Machine shutdowns
18.11.   Quiet areas
18.12.   Freezing, revoking, or disabling an account
19.   Where to find answers
19.1.   Information for new users
19.2.   Fixing dot-files
19.3.   List of answer resources
19.4.   Dusty and forgotten resources
A.   Appendix:   Policies
1.   List of TCC, and other, policies
2.   Academic Computing Network Disciplinary Policy
2.1.   Bringing of charges
2.2.   Further action
3.   TCC Managed rooms policy
4.   TCC Material Check Out Policy
4.1.   Introduction
4.1.1.   Advisories
4.1.2.   Tracking the material
4.1.3.   Borrower privileges and responsibilities
4.1.4.   TCC Staff authorities and responsibilities
4.1.5.   Violations
5. Gaming Policy
5.1. Gaming
5.2. CCC stance on gaming
B.   Appendix:   Shift Check List
1.   Shift Check Lists
1.1.   Opening Shift     (updated 26 October 2011)
1.2.   Beginning of Shift
1.3.   During Shift     (updated 24 August 2010)
1.4.   Closing Shift and Room Sweeps     (updated 17 October 2011)
C.   Appendix:   Media Specifications
1.   Appendix :   HP LaserJet Media Specifications
1.1.   Introduction
1.2.   Paper
1.3.   Colored Paper with Heat Resistant Pigments
1.4.   Heavy Paper Stock
1.5.   Forms Preprinted with Heat-Resistant Ink
1.6.   Paper to Avoid
1.7.   Adhesive Labels
1.8.   Overhead Transparencies
1.9.   Envelopes
1.10.   Envelope Construction and Types
1.11.   Envelopes to Avoid