by Mark Lindley, edited by Bekah Fowles

Helpdesk is our supporting website that you will be using every day. You can access it by this hyperlink: https://humhelp.byu.edu/ . This site is where we access all the inventory of computers used by professors, surplus machines, job records, etc… So in short this is the most important website you will be using. You will become very familiar with it very quickly.

Within Helpdesk you will being these four things quite often:

• Adding a job
• Resolving a job
• Looking up a person
• Finding a device

You will get the hang of this quickly as you will be doing this many times.

Adding a Job

When a professor, or staff member, contacts you it is important to assist them in their computer needs. During or after you have resolved their issue you will make a job record on Helpdesk. The purpose is so Devin and the other CSRs can have a record of what technical issues professors and staff have encountered in the past as well as current or ongoing issues that need to be resolved.

*Note: It is okay if you are not able to help a professor through in resolving their computer issue. You will still make a job and leave it posted so others can review it and provide further assistance.

In adding a job you need to:

1. Sign in to the Helpdesk website.

2. Click in Add Job, on the left grey panel.

*Note: with the above image with the top red arrow, you will:

3. Write the professors first name.

4. Click on the ”lookup” client button.

5. Select the correct name by clicking on it.

*Note: After you clicked on the name you will return back to the page you prior.

6. Add a memo (Memo is a job description about what the issue is (or was) and what you did to resolve it).

*Note: You will also be inputting your name and a timestamp.

*Note: If a professor has an issue that is time sensitive, write the Day (and/or date) and time in the “Title” so others will be notified about it.

Resolving a Job

Resolving a job is simple. You will:

1. Click on the job title itself.

2. Click on “Add History”.

3. Type in the memo what you did to resolve this job.

4. Check the “Resolved” box, this will be recorded with the job

5. Click on the ‘Add History’

That is how you resolve a job in Helpdesk.

Looking up a Person

Looking up a person is a common occurrence when working here. You may need to look up a person to find out their office, remoting into their computer (via VNC) to support them, or knowing what computer they are using, etc…

You will:

1. Click on “Clients” located on the left side on the grey panel.

2. Type the professors, or staff members, name.

*Note: You can type either their first name or last name.

3. Click “Lookup”.

4. Select the appropriate professor’s name.

5. Click on “View” so you can view their information.

That is how you will look up a person.

Finding a Device

Finding a device on Helpdesk is important so you do not confuse the device with another device. This also allows you to keep track of the devices history.

You will:

1. Select “Devices” on the left grey panel.

2. Type the **ICN number here.

**The ICN number is a blue and white sticker, with a set of numbers like 1-*****. The ICN number is on the all devices except mice and keyboards

3. Click “Lookup” after typing in the ICN number.

*Note: The page will load the device and its details.

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

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.