New Assistant CSR In-processing
- Get hired. See Bonnie Bingham.
- Information/contact card
- ODH Policies and Procedures document
- Wait for hiring permission from Student Employment before beginning work
Regular meetings
- Bi-weekly staff meeting 1161 JFSB
- Annual employees meeting & breakfast (usually 2nd week of school)
Access
- 2-2600 Humanities computer help line
- byu.edu trouble ticket system
- Door code for access to ODH offices and labs change each semester
- Master key
- Outlook account for email and work schedule calendar (hum-help user)
- Standard workstation password
- OIT CSR role – call 2-4000 with net ID
- Add to AD groups:
- local/Humanities/HUMANITIES-CSR
- local/Humanities/Hum-SMPTech (this grants access to files.byu.edu)
- Print badge and give them holder and lanyard
- Make admin user on Hum Computer Support Wiki*
- Can get campus VPN access if needed
* Go to humcsr.byu.edu. Login with net ID, Users > Add New. Add the user; they must accept email invitation. Then you have to go in and change that person’s role to Administrator.
Clocking in and out
- Use student ID number (not net ID)
- Clock in and out using:
- Y-Time in BYU Mobile App
- Office phone
- Wall clock in NE and SW lobbies and by elevators in the JFSB
- Web site
Duties & Responsibilities
- Take computer-related phone calls from faculty and staff
- Troubleshoot hardware/software problems on both Windows and Mac Operating Systems
- Looking up (Googling) or asking someone else about anything you don’t know
- Have familiarity with both Windows and Mac hardware and typical software instillations:
- For Windows
- Use of Control Panel
- Access BIOS and Boot Menu
- Access and edit Registry
- For Mac
- Familiarity with System Preferences
- How to use Disk Utility and File Repair Permissions
- Ability to access different boot options
- Have familiarity with general troubleshooting techniques and tools
- have good interpersonal skills
- College-wide hardware/software deployment and installation
- Imaging both Mac and Windows computers for the college
- Find and remove viruses and spyware that bypass existing virus protection
- Transfer data from old computers to new ones using
- Crash Plan
- Hardwired connections/external HDs
- Setting up CrashPlan on new devices or preexisting ones
- Accessing servers and setting up shared drives
- Setting up and installing printers/drivers
- Being familiar with and using HelpDesk
- Creating jobs
- Adding history
- Resolving jobs
- Sending memos
- Devices
- Clients
- Memorizing the numerous passwords associated with the humsupport accounts
- Setting up/installing applications from software.byu.edu, SoftwareCenter, and \\files.byu.edu
- Connecting Microsoft Outlook accounts for professors and student employees
- Getting a feel for what we handle vs. what is OIT’s job. (Hint: we service department conference rooms, but not classrooms or auditoriums or projectors.
- Surplussing and Nuking computers
- For Windows
Expectations
As you assist professors, always remember to be courteous! You will come to know a select few professors very well, and others you may never hear from, except when replacing their computer! OFTEN professors will need urgent assistance with something and will forget to give you the due respect as a human, but DO NOT, under any circumstances, be disrespectful. If you feel you are about to snap because of how a professor is treating you, respectfully tell them that you will have someone else assist them, and excuse yourself.
Ofttimes professors can be very set in their (respectfully) wrong way of treating their equipment or programs. It’s okay to be firm and help them change their paradigm, but again, remember to be respectful.
Rules of the Office
The office should appear to be a professional working environment to all professors and all who pass by in the hallway.
Rules of Conduct
- Always ask permission before remotely connecting to their computer (via VNC).
- Do not snoop around faculty members’ files.
- Respect professors’ privacy. Call before using their computer. Know before entering, etc.