Technology

Examples of Problems & the Assistance Technology Provides

Software
Support Category Examples Information Commons / Help Desk Support Referrals
Standard Software/Tools Microsoft Office, Netscape, Internet Explorer, Safari, Simmons eLearning, AARC, Norton Antivirus (see Recommended Computer Specifications for complete list) Research and solve specific questions on achieving particular ends; suggest alternate approaches to improve the way software is used; diagnose training needs; diagnose software flaws and recommend solutions; help to restore student-owned media Pottruck Resource Center for training. Library Reference desk for information access. Information Commons Technology Service Desk will refer a student to Help Desk after 20 minutes without solution.
Academic Software Molecular Modeling Software, SAS, SPSS, Minitab, Dreamweaver, Photoshop, C++, Java Answers to basic questions on use; diagnose software flaws and recommend solutions; help to restore student-owned media Faculty for advanced use of software.
Accepted Software Outlook, McAfee Antivirus, QuickTime, Real Player Diagnose software flaws and recommend solutions; help to restore student-owned media Hardware/Software Manufacturer
Deprecated Software KaZaA Help with removal; help disabling servers  
Forbidden Software Spyware, Adware, viruses, worms Help with removal  
Standard Operating Systems Windows 98, 2000, XP, MacOS 9, X Limited diagnosis of OS issues Hardware/OS Manufacturer
Other Operating Systems Linux, Unix variants, OS2 Support necessary to protect the network and other users Hardware/OS Manufacturer
Hardware Drivers Network drivers, peripheral drivers Help finding current drivers, advice for installation of drivers Hardware Manufacturer

 

Files
Support Category Examples Information Commons / Help Desk Support Referrals
Misplaced Files "I don't know where I saved it" Help finding files, suggested disk management  
Damaged Files System/Application Crash, Deleted Attempt recovery of as much information as possible; recommend backup techniques and procedures  
Corrupt Removeable Media Floppy/Zip Disk stops working, scratched CD-ROM Help extract files; recommend backup techniques and procedures  

 

Hardware
Support Category Examples Information Commons / Help Desk Support Referrals
System Hardware CPU, Monitor, Keyboard, Mouse Diagnose hardware issue, recommend solution Outside vendor for all hardware repairs
Peripherals Wireless network cards, external media drives, printers Best effort assistance with diagnosis of problems and recommendations for solution; if cable is standard, then attempt use of alternate to diagnose if cable is faulty. Outside vendor for all hardware problems
Printing (Public) Simmons Printers Diagnose and resolve problems  
Printing (Private) Student Printer Best effort assistance with diagnosis of problems and recommendations for solution; if cable is standard, then use of alternate to diagnose faulty cable Outside vendor for all hardware problems

 

Network Access, Networked Storage
Support Category Examples Information Commons / Help Desk Support Referrals
System Hardware CPU, Monitor, Keyboard, Mouse Diagnose hardware issue, recommend solution Outside vendor for all hardware repairs
Peripherals Wireless network cards, external media drives, printers Best effort assistance with diagnosis of problems and recommendations for solution; if cable is standard, then attempt use of alternate to diagnose if cable is faulty. Outside vendor for all hardware problems
Printing (Public) Simmons Printers Diagnose and resolve problems  
Printing (Private) Student Printer Best effort assistance with diagnosis of problems and recommendations for solution; if cable is standard, then use of alternate to diagnose faulty cable Outside vendor for all hardware problems