STAR TEAM training focus areas

STAR TEAM (Special Technical Assistance Resource Team)

Training focus areas (CRASH COURSE!!)

Helpdesk/StarTeam process & procedures-

*Support Tickets / Requests

*Walk byes

*Scheduled Maintenance

*Routine Tasks

*Project Assignments

Network Basics-

*Internet vs Intranet (when is the “network” down?) Figure 1 | Figure 2

*Local machine Domain

*Traversing the network

Intranet = \\computername\driveorfile (schoolshare=applications) (starteam=resources and data)

Internet = http://www.domain.id

*Addressing and important addresses to know

Email issues

Website issues

*ipconfig, ping, nslookup

*Nics/cables/switches/ports

OS Basics-

*Permissions and Policies

*Registry?? WARNING!

*Profiles

*Command line

*Control Panel

*The great “Right Click” Right click EVERYTHING!!!!

My Computer (adding a computer to the network)

My Network places

Desktop

Icons

* Software Compatibility/ Peripherals

Hardware Basics- (It’s all modular) Have a hardware problem?…ALBERT TO THE RESCUE!!!!!

· Electrostatic discharge, THE ENEMY

· How is memory different (This is why reboots /defrags are important)

· MOBO, drives, CPU, harddrives

Troubleshooting Basics-

*Keep It Simple Stupid….Work from the least intrusive on.

*Troubleshooting procedure

Basic PC maintenance list:

*Updates

*Clean Profiles

*Virus and Spyware scans

*defragment hard drives

*External/Internal (Dust & moisture?) –SAFETY NOTICE: unit must be disconnected from power .

Local Software install policies and procedures

Never install applications from unmarked floppies, flash drives, CD’s,etc

Pirated or borrowed software is forbidden.

Prior to install :

Info -have software name/ purpose/licensing/compatability & target unit info

Get approval from Network admin for install.

Record software and licensing info in database (starteam folder)

Software /Application Specific Issues

Interwrite

Outlook

JMAC

Office Suite

Quizdom

Web downloads (.zip, .doc, .pdf, .exe)

Anti Virus

Spyware

Demonstrate:

Adding a computer to the network

Changing the IP address to DHCP and back to static (record addresses first!)

changing the screen settings

Adding a local user

Changing the local user Admin password

checking the network cable and nic status (in OS)

checking the network cable and nic status (physically)

Updating Windows

Check network to chs router (what is the router ip?)

Where would you uninstall an application?

Check EagleNest routers (do you know an EN server ip?)

find current user profiles- delete one

Find out the last day a user logged on to the machine

Delete a printer (document the name)and Add a printer to the machine

ping: EN File, the gateway, the web server, the chs file server, the email server

Use the schoolshare folder>Summer update folder to install the acrobat reader

You need to check ALL contents of drive C on computer cms_lab_5

lookup the name for ip address 10.1.12.23

find a shared printer using "My Network Places"

Defrag your harddrive

Scan for virus

Scan for spyware

compress a file and email it.

connecting and accessing an interwrite board.