Overview
  • NACS RC Consultant
    Basic duties include:
    • Respond to phone and walk-in students/faculty/staff.
    • Entering of phone/network/radio trouble tickets.
    • Check-out for digital cameras.
    • Check-out for software packages offered by NACS.
    • Monitor NACS systems of the NACS services (ie. EEE, Webmail, CorporateTime, etc).
    • Refer calls properly (CCS, DCS, IWT, etc).
    • Assist the lab consultants when needed.
    • Know anything and everything about NACS.

  • NACS Lab Consultant
    Basic duties include:
    • Troubleshoot computer problems within the lab.
    • Report any problems with any of the machines.
    • Help, as much as you can, students/faculty/staff who need help with software/hardware.
    • Help students and staff login to the computers and/or activate their UCInetID.
    • Refill paper trays in the printers (eg.lab.a/b/c/3151, mst.lab.a/b, hib.lab).
    • Checkout Hard Drive kits to properly enrolled students for eg.lab.A.
    • Assist the RC when needed.
    • Keep a neat, tidy lab.
    • Closing and arming of the Labs (except for eg.labs).

  • NACS Operator
    Basic duties include:
    • Basic, somewhat limited, support for the RC during after-hours.
    • All the same duties as the lab consultant.
    • Monitor the machine room computers.
    • Monitor other machines with the Early Warning System.
    • Know anything and everything about NACS.
    • Know who to contact for the appropriate department during after-hours.
    • Closing and arming of the Labs/Offices (all labs).
    • Keep a log of any events throughout the day in the Log Binder.

Outline
  • General
    1. Obtain Access
      - Hydra, EA, E4E, CompCo, ITS, IIP, ActAdmin, Pharos
      - Boxes Password
      - Alarm Code
      - Staff Key
      - Mailbox
      - T-shirt
      - Lanyard
    2. Phone Skills
      - Checking Voicemail; Creating temporary greeting
      - Transferring calls
      - Common hold
      - Group pick-up
      - Call divert
      - Program Ring
      - Using cordless Headset; Location of battery
      - Hunt-group Ring order
      - Solicitors
    3. Referrals
      - Billing/CP Front Desk
      - HSIS (college of medicine & medical center)
      - Residential computing
      - DCS
      - IST
      - EEE
      - CSC
      - CLC
      - Registrar
      - Computer Store
    4. AR ITS Remedy System
      - Creating Tickets
      - Dispatching Tickets
      - Closing Tickets
      - Queries
    5. CompCo
       - Accessing Compco
      - Creating Tickets [Telephone | Radio | Network]
      - Adding/Printing Tickets
      - Canceling Tickets
      - Searching
      - Web-Based Version
      - NACSRC login
      - Keybinding issues
    6. Corporate Time
      - Server
      - Opening agendas (single, group)
      - Resource Schedules [Labs | Digital Cameras | Conference Room]
      - Accepting/Creating Entries & Meetings
      - Access Rights
      - Printing
      - Web-based Version
      - Who to contact for help
    7. Software Checkout/Renewal
      - License info online
      - Who to contact for Support
      - Who to contact for more info
      - Renewal Procedure
      - Filemaker entries (GONE!)
      - Checking out Software
      - Waiting list entries
      - Searching
      - Creating new entries
      - Printing Reports for Business Office
      - STATA checkout Procedure (do we still need this?)
    8. Digital Camera Checkout
      - Location & key
      - Checkout Binder
      - Blacklist
      - Location of new checkout sheets
      - Reservations
      - Camera Specific Information (operating each camera | Downloading the pictures)
    9. UCInetID problems
      - kinit check
      - group and geust accounts
      - change policy, info, and online request form
      - password length
      - password reset procedure
    10. Account Specific Problems
      - Changing Orion Passwords
      - Quota problems (checking quota | checking inbox size)
      - E4E vacation message
      - ECE student accounts
      - EA .login & .schrc problems
      - EA mailbox problems
      - EA webpages
    11. PEO/Account Locked Procedures
      - Online Documentation
      - Who to call
      - Accessing database
      - Searching
      - Traffic School
    12. E-mail Problems
      - Forwarding
      - Multiple Accounts
      - Vacation messages
      - Delivery point
      - Listservs (Online Info & who to contact)
      - Pine
      - Eudora Pro
      - Outlook Express
    13. Telephone Problems
      - Call divert
      - Volume/Ringer
      - Cant access off-campus/long distance
      - Pre-Set diversion point
      - Service Requests
    14. Voicemail Problems
      - Off-campus access
      - Voicemail Password reset
      - Change greeting
      - Troubleshooting access
    15. Modem Connectivity Problems
      - UCInet Spcific: Quota Exceeded | Troubleshooting | Online Handouts
      - Zotnet
      - Other ISP
      - OS specific issues: PC | Mac | Linux | PDA
    16. Radio Problems
      - Serial Number
      - CompCo entry (where & how many to print)
    17. Network Problems
      - Ping
      - Nslookup
      - Dbinfo
      - Traceroute
      - DNS problems
      - Accessing Hypercard (BE GONE WITH YOU!)
      - IP address request - online form
      - New network connection request
      - Monitoring webpages ( EWS | EWS2 | Internet weather | Router weather )
    18. Basic Unix Commands
      - more: elaborates more; cp: copy; rm: remove; pwd: pathblah; passwd: change pw; ls: list directory; gsu, su, sudo, man, who, finger, pico
    19. proceed...
      - below...
  • Labs
    1. Basics
      - Consultant Machine
      - Lab Problem Reports
      - Activation Kiosks
      - Login Problems
      - Redbooks
      - Cleaning
      - Lost & Found
      - Opening/Closing the Labs
    2. Printer/PayPrint Problems
      - PHAROS Remote
      - Using the card Writer
      - Location of Paper/Toner
      - Using the Color Printer
      - Photoshop Problems
    3. Scanner Problems
      - TWAIN Acquire
      - CanoScan
      - http://www.scantips.com
  • Ops
    1. EWS
      - NACS Machines
      - Lab Machines
      - PayPrint Machines
    2. Weather
      - MTA Mail Queue
      - Router Weather
      - Internet Weather
    3. Machine Info
      - Core
      - DCS
      - PC and Mac Services
    4. Procedures
      - After Hours Service Area Summary
      - After Hours Notification Procedures
      - After Hours On-Call List
      - After Hours Contact Info
      - Operations Windows NT Procedures
      - Networker Backup Software