TECH COMPUTER CENTER USER CONSULTANT HANDBOOK (OPEN)

Ray Piworunas

** Introduction	** Getting Started	** Job Description	** Guidelines
** UC Meetings	** On The Job	** Stewardship	** Knowing Policy
** Working the Help Desk	** UC Tools	** Answers	** Tickets
** <tt>book</tt>	** Resources	** Printing	TCC Network
TCC Modems	Projectors

** Appendix: TCC Access and Use Policy	Appendix: Official Views on Gaming
Appendix: ACN Displinary Policy	** Appendix: Material Checkout Policy
Appendix: Room Policy	Appendix: Print Media Specifications
Appendix: UC Tests	** Appendix: UC Shift Check List

1.   Introduction

2.   Links from Restricted UC Documents

3. Getting Started (or the first round of paper chasing)     (updated 28 July 1999)

• 3.1   Paperwork You Need to Do
• 3.2   Getting Your Keys
• 3.3   Getting paid
• 3.4   Desk Versus Office Hours
• 3.5   TCC Policies

4. The User Consultant Job     (updated 12 March 2004)

• 4.1   Job Description     (updated 28 February 2003)
• 4.2   Qualifications
• 4.3   Responsibilities
• 4.4   The Senior UC Position     (added 18 November 1999)
• 4.5   Job Location and Working Conditions
• 4.6   Supervision

5.   General Guidelines for the TCC     (updated 18 October 2004)

• 5.1   Test System and Production System
• 5.2   Triage Meetings
• 5.3   Software Inventory
• 5.4   Hardware Inventory
• 5.5   Network Map
• 5.6   Guidelines for System Changes

6.   Weekly Meetings     (updated 12 March 2004)

• 6.1   Setting Schedules

7.   On the Job     (updated 31 May 2006)

• 7.1   Job Attitude
• 7.2   Job Conduct     (updated 15 June 2005)
• 7.3   Punctuality
• 7.4   Away from the Help Desk
• 7.5   Perceptions
• 7.6   Working With People
• 7.7   Things Not To Do While On Duty
• 7.8   Eating While on Duty
• 7.9   Noise Level in the TCC
• 7.10   Not Installing Software
• 7.11   Not Installing Hardware
• 7.12   Not Modifying the Network
• 7.13   Scope of Responsibility
• 7.14   email Considerations
• 7.15   Office Hours
• 7.16   Scheduled Work Hours
• 7.17   Swapping Shifts
• 7.18   For Whom Do You Speak?
• 7.19   Reporting Grievances
• 7.20   Formal Reprimands

8.   Stewardship     (updated 17 Jan 2000)

9.   Knowing Policy     (updated 29 August 2002)

10.   Help Desk     (updated 31 May 2006)

• 10.1   UC Hours Shown in MOTD
• 10.2   Using the Phone
• 10.3   More Than One UC Working
• 10.4   Locking the Areas
• 10.5   The Book Cabinet
• 10.6   Lost and Found Items
• 10.7   Command Summary for Voice Mail Messages
• 10.8   Facilities Management Work Orders

11.   Tools for the UC     (updated 12 Jun 2006)

• 11.1   ucsh commands.
• 11.2   List of "system" commands.
• 11.3   List of "other" commands.
• 11.4   Restarting various things.
• 11.5   Introduction to ucsh (sudo under RedHat).
• 11.6   ucsh (sudo) Command Descriptions.
• 11.7   Useful system commands.
• 11.8   Things in bin Directories
• 11.9   Other programs for the User Consultant
• 11.10   Other tools
• 11.11   Restarting some Things.

12.   Where to Find Answers

• 12.1   Information for New Users
• 12.2   Fixing dot-files
• 12.3   List of Answer Resources
• 12.4   Dusty and Forgotten Resources

13.   Tickets     (updated 15 June 2005)

• 13.1   Why Track Problems
• 13.2   Giving People a Way to Report Things
• 13.3   Filing a ticket     (updated 15 June 2005)
• 13.4   Filing An Info-Only Ticket
• 13.5   Guidelines for Assigning Priority Levels
• 13.6   Considerations Regarding email Correspondence     (updated 15 June 2005)
• 13.7   Keeping the Reporter Informed
• 13.8   Guidelines for Ticket Work
• 13.9   Closure

14.   The book Program     (updated 18 January 2002)

• 14.1   Starting book
• 14.2   Overview of book
• 14.3   Checking In Items
• 14.4   Things To Do Before Releasing an Item
• 14.5   Checking Out Items
• 14.6   Checking for Overdue Items
• 14.7   Viewing and Editing Hold Items
• 14.8   Hunting for Items
• 14.9   Changing Item Information
• 14.10   Adding Items to the Database

15.   Managing TCC resources     (updated 29 December 2005)

• 15.1   Introduction
• 15.2   Verifying Identity
• 15.3   Notifying a Person
• 15.4   Managing     (updated 18 September 1995)
• 15.5   Disk Quotas
• 15.6   Loaning
• 15.7   Equipment Tracking
• 15.8   Communal Key Ring
• 15.9   Machine Shutdowns
• 15.10   Quiet Areas
• 15.11   Freezing, Revoking, or Disabling, an Account     (updated 19 August 2003)

16.   Printing     (updated 15 October 2004)

• 16.1   Introduction
• 16.2   List of Printers at TCC
• 16.3   Printing Supplies
• 16.4   Print Quality Issues
• 16.5   Returning Defective Cartridges
• 16.6   Unclaimed Printouts
• 16.7   Clearing a "Jammed" Printer
• 16.8   Hung Print Job
• 16.9   Print Queue Redirection
• 16.10   Speare 16 Printers
• 16.11   Resolving Problems
• 16.12   Issuing Refunds
• 16.13   DVI Files

17.   TCC Ethernet Connections

• 17.1   TCC Dorm Net Responsibilities
• 17.2   The TCC Network
• 17.3   Clearing a Port
• 17.4   Using Glenn to telnet to Hubs

18.   Modems     (updated 27 February 2004)

• 18.1   Connection Servers     (updated 27 February 2004)
• 18.2   TCC   Modems
• 18.3   Configuring MS Windows for Use Without a Dial-in Script     (added 27 February 2004)
• 18.4   Configuring Redhat for PAP     (added 27 February 2004)
• 18.5   Old (Win 95 and 98) PPP Scripts     (updated 27 February 2004)
• 18.6   Pointer to Alternative PPP Information

19.   Projectors     (updated 27 February 2004)

• 19.1   Using a Laptop with a TCC Projector
• 19.2   Loaning a TCC Projector     (added 5 February 2001)
• 19.3   About the TCC Projectors     (updated 10 October 2001)

Appendix

20.   - APPENDIX -   TCC Access and Use Policy

• 20.1   Introduction
• 20.2   Advisories
• 20.3   Access to TCC Facilities
• 20.4   Client Privileges and Responsibilities
• 20.5   Proper Use
• 20.6   TCC Staff Authorities and Responsibilities
• 20.7   Software Copyrights and Licenses
• 20.8   Violations
• 20.9   Bringing of Charges
• 20.10   Notification of Charges
• 20.11   Disciplinary Action
• 20.12   Appeal of Disciplinary Action
• 20.13   Sample TCC Account Agreement Form

21.   - APPENDIX - Gaming Policy

• 21.1   Gaming
• 21.2   CCC Stance on Gaming

22.   - APPENDIX -   N.M. Tech ACN Disciplinary Policy

• 22.1   Bringing of Charges
• 22.2   Further Action

23.   - APPENDIX -   TCC Material Check Out Policy

• 23.1   Introduction
• 23.2   Advisories
• 23.3   Tracking the Material
• 23.4   Borrower Privileges and Responsibilities
• 23.5   TCC Staff Authorities and Responsibilities
• 23.6   Violations

24.   - APPENDIX -   Computer Class Room Policy     (updated 5 February 2001)

25.   - Appendix -   Media Specifications

• 25.1   Introduction
• 25.2   Paper
• 25.3   Colored Paper with Heat Resistant Pigments
• 25.4   Heavy Paper Stock
• 25.5   Forms Preprinted with Heat-Resistant Ink
• 25.6   Paper to Avoid
• 25.7   Adhesive Labels
• 25.8   Overhead Transparencies
• 25.9   Envelopes
• 25.10   Envelope Construction and Types
• 25.11   Envelopes to Avoid

26.   UC Tests

• 26.1   First UC Test
• 26.2   First UC Test Key
• 26.3   Second UC Test
• 26.4   Second UC Test Key

27.   - APPENDIX - Shift Check Lists     (updated 2 March 2006)

• 27.1   Opening Shift     (updated 2 March 2006)
• 27.2   Beginning of Shift
• 27.3   During Shift     (updated 3 January 2006)
• 27.4   Closing Room Sweeps     (added 3 January 2006)
• 27.5   Closing Shift     (updated 3 January 2006)