Tech Support Orientation (for Admins/Staff)

Introduction

Perhaps they can start by checking out this [howto?]

Volunteer Agreement

• Volunteer Agreement (Tech Support)
• Volunteer Intern Contract

Lists, RT, and Database

• RT -- This is the main one all support techs must have. Generally by the time a tech starts, his or her email is already in RT as a user. Find the email, change the username from the email to something suitable, give the account privileges, have the tech put in a password. Then once the account is privileged, add it to the fgcore group.
• Database -- Also necessary. Find the techs volunteer contact info and edit it, check "Can login", check "tech support" and have the tech fill out a username, email and password. If the tech is not in the database yet, create the contact and save it before trying to set up the login, do not try to do it all in one step.
• Wiki -- Techs need a wiki account because part of their job is to update the Tech support knowledge base.
• Application server -- This allows them to log in to their own account on the terminals, and provides a place for them to store files.

RT Training

• This is how you do it, do it

Database Training

• This will be a party

Procedure for Phone Calls

• Name
• Ubuntu?
• When acquired?
• Where acquired?
• RT ticket made

Intake Procedure for Drop Offs and Others

• Intake Form
• RT ticket
• Place on shelf with form

Hard Drives with No Home

Any hard drive floating around without some clear explanation of its purpose is to be handed to a key holder immediately.

General Support Guidelines

• What's covered and what's not (link)
• When its okay to go above and beyond
• When to charge people

Mean or Unreasonable People

• Cadets don't have to deal with them. That's what the coordinators are for.