Fall 1999 Computer Distribution Technical Support

Technical Support Process

This process will serve both students who are picking up computers purchased through UVM as well as those bringing computers with them.
 

Students

• Students with computers purchased through UVM
• will be directed, by the move-in check-in people, to go pick up their computers
• receive one-sheet setup guide with computer, "Setting up your new computer"
• if trouble, they're directed to call or email the Help Line
• some with trouble will just come back to computer distribution point
• should be directed to dispatch desk

• Students bringing computers with them
• are expected to have installed and tested ethernet adapter before arriving on campus
• but, Digital Junction is on campus (along with sellers of plants, lofts, etc.) on Friday to install 3com adapters for a fee
• need to pick up software installation and configuration document from complex main desk
• if they have trouble, they should call or email the Help Line
• some with trouble will come to computer distribution point
• should be directed to dispatch desk

Help Line

• any unresolved problems will be put in PTS and sent to dispatch desk
• during distribution tech support hours only, helpline will direct students with unresolved problems to go to dispatch desk, and will give them their PTS #
• will HL consultant PTS it to Bess first?

Dispatch Desk

• operates during computer distribution and a little afterwards
• Friday: 8 am to 2 pm, Gym
• Saturday: 1 pm to 6 pm, Kalkin
• will receive student walk-in help requests
• create PTS entry
• will receive PTS entries from Help Line
• these students should show up in person at the dispatch desk
• will keep list of students needing help, with associated PTS #
• will print PTS entry for each student
• will dispatch technical support people -- regular ResTech and CIT staff, plus Satellite Consultants -- to help students, working from the list
• will log who helped whom
• *but* hardware problems with just-picked-up systems: find Andy for speedy replacement
• anyone not served by closing time will remain in PTS for help next week

Technical Support People and Satellites

• dispatched by Dispatch desk
• need copies of documents (DJW to provide 10 copies of each):
• "Setting up your new computer"
• ResTech's instructions for non-UVM computers
• will log work in notebook
• will work up to 30 minutes per student; at that point may defer completion of work until next week (personal judgement)

Last revised: 27 August 1999
Questions? Send e-mail to dean.williams@uvm.edu
Author: Dean Williams
Computing and Information Technology, http://www.uvm.edu/cit/
Copyright 1999 The University of Vermont