Difference between revisions of "Information on how to get tech support"

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This is a how to for those working at the front desk to better assist volunteers who need help from Tech Support Experts.
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This is a HowTo for those working at the front desk to better assist volunteers who need help from Tech Support Experts.
  
*Tech Support Hours are from 3 to 6 pm, Tuesday through Saturday or by appointment.
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* Refer to the [[Tech Support|Tech Support]] page for general information, including what we do and do not support.
** By phone - call the main Free Geek number during support hours - (503) 232-9350, then option 5
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* {{Tech Support Hours}}
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** By phone - call the main Free Geek number during support hours - {{phone}}, then option 5
 
** Walkin - Come to the reception area during tech support hours and they will direct you back to the tech support area
 
** Walkin - Come to the reception area during tech support hours and they will direct you back to the tech support area
 
** Email - send an email to support AT freegeek.org (this of course can be done at any time, not just tech support hours).
 
** Email - send an email to support AT freegeek.org (this of course can be done at any time, not just tech support hours).
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**phone number or email
 
**phone number or email
 
**date
 
**date
**username and password for the box or permission to change the password.
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**username and password for the box ''or'' permission to change the password.
 
**a brief description of the problem
 
**a brief description of the problem
  
Please sign or initial the form so we know who the volunteer talked to.  The forms should be available behind the front desk or in the tech support office, or can be printed out from [[Media:Techsupportintake.odt|here]] .
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Please initial the form so we know who the volunteer talked to.  The forms should be available behind the front desk, or can be printed out from [[Media:Techsupportintake.odt|here]].
  
 
[[Category:Front Desk]]
 
[[Category:Front Desk]]
 
[[Category:Tech support]]
 
[[Category:Tech support]]

Latest revision as of 13:35, 26 September 2009

This is a HowTo for those working at the front desk to better assist volunteers who need help from Tech Support Experts.

  • Refer to the Tech Support page for general information, including what we do and do not support.
  • Tech Support Hours are from noon to 5.45 pm, Tuesday through Saturday or by appointment. We are closed, to walk in customers, for lunch from 1-1.30pm.
    • By phone - call the main Free Geek number during support hours - (503) 232-9350, then option 5
    • Walkin - Come to the reception area during tech support hours and they will direct you back to the tech support area
    • Email - send an email to support AT freegeek.org (this of course can be done at any time, not just tech support hours).
  • If a volunteer brings in a system outside of tech support hours, fill out a Tech Support Intake form and attach it to the box. Make sure that the following information especially gets on the form.
    • volunteer name and geek ID number (or the source of the box for store boxes and grants)
    • phone number or email
    • date
    • username and password for the box or permission to change the password.
    • a brief description of the problem

Please initial the form so we know who the volunteer talked to. The forms should be available behind the front desk, or can be printed out from here.