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. Weekly 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. Tools for the UC
- 10.1. Commands for ucsh
- 10.2. Standard system commands for UCs
- 10.3. Other commands for UCs
- 10.4. Introduction to ucsh
(sudo under RedHat)
- 10.5. The account manager, acctmngr
- 10.6. Description of ucsh
(sudo) commands
- 10.7. Useful system commands
- 10.8. Things in bin Directories
- 10.8.1. lpbiff
- 10.8.2. Forms Script
- 10.8.3. Inform User of Rogue Process
- 10.8.4. Inform User of Killed Process
- 10.8.5. Lists Manager
- 10.9. Other programs for the User Consultant
- 10.9.1. MachineLabel
- 10.9.2. acct
- 10.9.3. acctpkg
- 10.9.4. consume_log
- 10.9.5. consume_report
- 10.9.6. docp
- 10.9.7. fix_floppy
- 10.9.8. fix_inbox
- 10.9.9. fix_netcache
- 10.9.10. fixemall
- 10.9.11. frc
- 10.9.12. glo
- 10.9.13. lprcredit
- 10.9.14. qcheck
- 10.9.15. queuecheck
- 10.9.16. printmon
- 10.9.17. rcx
- 10.9.18. rogue
- 10.9.19. rogue_uc
- 10.9.20. rx
- 10.9.21. setprinter
- 10.9.22. sz
- 10.9.23. uc
- 10.9.24. uc.motd_message
- 10.9.25. uclock
- 10.9.26. welcomeprint
- 10.9.27. wmlpr
- 10.10. Other tools
- 10.10.1. fix_blue
- 10.10.2. pscpy
- 11. Tickets
- 11.1. Why track problems
- 11.2. Giving people a way to report things
- 11.3. Filing a ticket
- 11.4. Filing an “info-only” ticket
- 11.5. Guidelines for assigning priority levels
- 11.6. Considerations regarding email correspondence
- 11.7. Keeping the reporter informed
- 11.8. Guidelines for ticket work
- 11.9. Closure
- 12. The book program
- 12.1. Starting book
- 12.2. Overview of book
- 12.3. Checking in items
- 12.4. Things to do before releasing an item
- 12.5. Checking out items
- 12.6. Checking for overdue items
- 12.7. Viewing and editing hold items
- 12.8. Hunting for Items
- 12.9. Changing item information
- 12.10. Adding items to the database
- 13. Printing
- 13.1. List of Printers at TCC
- 13.2. Printing supplies
- 13.2.1. Periodic cleaning of internals
- 13.2.2. TCC paper
- 13.2.3. User-supplied paper stock
- 13.2.4. Recording use of consumables
- 13.2.5. Replacing toner cartridges
- 13.3. Print Quality Issues
- 13.4. Returning Defective Cartridges
- 13.5. Unclaimed printouts
- 13.6. Clearing a jammed printer
- 13.7. Hung print job
- 13.8. Print queue redirection
- 13.8.1. Moving jobs in a redirected queue
- 13.9. Speare 16 printers
- 13.10. Resolving printing problems
- 13.11. Issuing refunds
- 13.12. DVI Files
- 14. Projectors
- 14.1. Loaning a TCC projector
- 14.2. About the TCC Projectors
- 14.2.1. General projector concepts
- 14.2.2. Testing the projectors
- 14.2.3. Replacing a lamp
- 15. TCC Ethernet Connections
- 15.1. TCC dormitory net responsibilities
- 16. Modems
- 16.1. Connection servers
- 16.2. TCC modems
- 16.3. Configuring MS Windows for use without a dial-in script
- 16.4. Configuring Red Hat for PAP
- 16.5. Old (Windows 95 and 98) PPP Scripts
- 16.6. Pointer to alternative PPP information
- 17. Managing TCC resources
- 17.1. Verifying Identity
- 17.2. Notifying a person
- 17.3. Managing resources
- 17.4. Considerations when managing resources
- 17.5. Disk quotas
- 17.6. Mail quotas
- 17.7. Loaning resources
- 17.8. Equipment tracking
- 17.9. Communal key ring
- 17.10. Machine shutdowns
- 17.11. Quiet areas
- 17.12. Freezing, revoking, or disabling an account
- 18. Where to find answers
- 18.1. Information for new users
- 18.2. Fixing dot-files
- 18.3. List of answer resources
- 18.4. 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 7 March 2007)
- 1.2. Beginning of Shift
- 1.3. During Shift (updated 19 September 2006)
- 1.4. Closing Room Sweeps (updated 4 May 2007)
- 1.5. Closing Shift (updated 25 July 2007)
- 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
- D. Appendix: UC Tests
- 1. First UC test
- 1.1. Closed Test
- 1.2. Open Test
- 1.3. Test Key Intro
- 1.4. Closed Test Key
- 1.4.1. Give a concise description of the User Consultant job
duties.
- 1.4.2. Write a paragraph or two on user perceptions as they
relate to your job.
- 1.4.3. Have you read the TCC Policy?
- 1.4.4. When (approximately) was the last time you updated
your entries in the TCC Knowledge Matrix?
- 1.4.5. How are printer expendables tracked?
- 1.4.6. When should outlaying rooms, managed by TCC (like
Weir 204), by locked?
- 1.4.7. What, all, is involved with managing the outlaying
rooms?
- 1.4.8. Describe the steps required for checking out a book?
- 1.4.9. What rooms does TCC have printers in?
- 1.4.10. When should dos_integ be run?
- 1.5. Open Test Key
- 1.5.1. As a TCC employee you are required to enforce the
TCC Policy. Are there any parts of it which you could not see
yourself enforcing?
- 1.5.2. Tell me (in your own words) how you would use
ovw to check for a "locked-out" Ethernet
port on a 10baseT hub.
- 1.5.3. What needs to be done when first loading the first
incremental tape of a week?
- 1.5.4. What deficiencies can you find in the instructions
for shutting down the machines?
- 1.5.5. Describe for me how to scan in a color picture and
place it in an MS Word document.
- 2. Second UC test
- 2.1. Closed Test
- 2.2. Open Test
- 2.3. Test Key Intro
- 2.4. Closed Test Key
- 2.4.1. What do you do when a person calls in to report
problems connecting to our modems?
- 2.4.2. What should you do when Mike (Director), James (Sys Admin),
or Steve (Mngr Maint) ask you to do a task?
- 2.4.3. What do you think would have better prepared you for
the job?
- 2.4.4. Tell me how the backups done on fractal
differ from those done on rainbow .
- 2.4.5. What problems might a PC have when it fails to boot (apply
to both Linux and DOS)? What can you do to correct those problems?
- 2.4.6. What, all, is involved in managing the outlaying rooms?
- 2.4.7. What should you do when you get an idea for a project?
- 2.4.8. Tell me what factors comprise your work ethic.
- 2.4.9. What things do you view as perks associated with
being a UC?
- 2.4.10. Describe the procedure you go through when you secure
a room.
- 2.5. Open Test Key
- 2.5.1. As a TCC employee you are required to enforce the TCC
Policy. What parts of it can you could not see yourself enforcing?
- 2.5.2. Demonstrate procedures required to manage tape backups
and restores.
- 2.5.3. What should you do when the
book program fails to check in a book?
- 2.5.4. What are the limits you must work under, as a UC, when
helping a person with software on their personal system?
- 2.5.5. What can be done, with only minimal additional funding
(please give a figure), to improve UC operations at the TCC?
