Presented by Gary Jerry

1
PROCEDURE CHANGES
BEFORE

• Presented by Gary Jerry

AFTER
2
Updated Lab ProceduresThis presentation is
located at \\Lrc-class\x_files\HelpDesk\Training
\Fall04\PresentationsGary

• Opening Lab
• Lab Traffic Flow
• Password Lookup
• Scanners
• Paper
• Toner
• Weekly to do list
• Closing Lab

3
Opening Lab

• Students will no longer have keys to the lab. If
  a door needs to be opened contact a consultant.
• Turn on printers.
• Fill paper trays with paper. (Do not overfill)
• Unlock door by hallway with allen wrench key.
  (Located in the top drawer of the file cabinet
  below the helpdesk printer)
• Turn on the helpdesk station computers.
• Make sure the helpdesk area is clean and
  organized.
• Only the consultants have keys to the file
  cabinets.

4
Traffic Flow in Lab.

• Customers enter the lab through the hallway door.

• Only the customers waiting for help need to stand
  in line. All others can proceed directly to the
  printers, scanners, or work stations.

5
Traffic Flow in Lab.

• The double doors located by the concourse are
  designated as an exit only and will remain locked
  from the outside.

6
Password Lookup

• NMU Account HelpDesk Procedures
• Helpdesk Consultants are the only ones who can
  edit and reset passwords..
• Consultants can create temporary passwords on
  accounts that do not have a recovery question
  entered.
• When the customer receives their temp. password
  they must use their laptop connected to the
  network to log onto the URL myuser.nmu.edu/users
  and log in using their userid and temporary
  password they can then change their password and
  set a recovery question.
• Customers will not be able to change their
  temporary Password to a permanent password from a
  dial in connection.
• If the end user needs their PIN, NMU IN, NMU ID
  or Password or is having problems logging into
  http//my.nmu.edu they should start by verifying
  their access to https//myuser.nmu.edu.

7
Password Lookup (Cont.)

• NEW USERS
• If the end user has never used their NMU account,
  have them log into https//myuser.nmu.edu/newuser
  using First Name, Last Name, Social Security
  Number (SSN) and Birth date. If they are a new
  user and this doesnt work for them they need to
  go to Records Office, 301 Cohodas or 2202
  Hedgecock, x2278 with a pictured ID to verify
  their account information is correct in Banner.
  If it is incorrect the account information will
  be corrected and their access to myuser.nmu.edu
  will be updated overnight.
• PREVIOUSLY EXISTING USERS
• If the end user has previously used their NMU
  account, have them verify their ID and Password
  by logging into https//myuser.nmu.edu/user.
• If they dont know their email ID and password
  have them log into https//myuser.nmu.edu/recover 
  with their First Name, Last Name, Social
  Security Number (SSN) and Birth date. They may
  have two options
• Answer the previously set challenge question
  correctly to get the password reset.
• Have the reset password emailed to a previously
  designated alternative email account.

8
Password Lookup (Cont.)

• PASSWORD RECOVERY LOCK
• If users are notified of a Password Recovery (PR)
  lock, ask to see a pictured ID if they are at the
  walk in desk. Whether they are on the phone or at
  the walk in desk, ask for the persons full name
  and Social Security Number (SSN) to fill out the
  Account Information form.
• Give the Account Information form to a HelpDesk
  Consultant to clear the lock. The Consultant will
  also verify if the Reset Password option is
  available. The availability of the Reset Password
  option indicates the recovery information
  (Challenge phrase and answer, and alternate email
  ID) has not been set.
• If the recovery information has been set, have
  the user try the https//myuser.nmu.edu/recover
  log in again. If it fails a second time have a
  Consultant clear the PR Lock. Then have the user
  go to the Records Office, 301 Cohodas or 2202
  Hedgecock, x2278 with a pictured ID to verify
  their account information is correct in Banner.
  If it is incorrect, the account information will
  be updated and their access to myuser.nmu.edu
  will be updated overnight.
• If the recovery information has not been set and
  the end user is at the walk in desk, the HelpDesk
  consultant will create a temporary password then
  the customer can then do steps 3 thru 5 above.
• If the recovery information has not been set and
  the end user is calling on a local call within
  the Marquette area, the end user will have visit
  the HelpDesk with a pictured ID to get their
  password reset.
• If the recovery information has not been set and
  the end user is calling long distance, outside
  the Marquette area, transfer the call to a
  HelpDesk Consultant. They will, with further ID
  verification, reset the password and give it to
  the end user over the phone.
• Relevant Banner Screens
• GOATPAD To verify Name, SSN, PIN              
  SPAPERS - To verify Name, SSN, Birth date

9
Password Lookup (Cont.)

• HelpDesk Account Information Form
• Walk In ________  ___Local Call ________ ___Long
  Distance ________
• First Name ________________________
• Last Name ________________________
• SSN _____________________________
• Email ID __________________at_nmu.edu
• User ID ___________________________
• Password _________________________
• PIN ______________________________
• You must type in lower case
• Temp Pass ________________________
• You must change this temp pass and verify
• the recovery settings for your account by go-
• ing to http//myuser.nmu.edu/user before any NMU
• functions can be used. Temp pass changes
• must be made from an on-campus network
• connection. You cannot change the temp
• pass from a dial in connection.
• All changes are effective immediately.

10
Scanners

• We now have HP Scanjet 5470C scanners.
• We now have the capability to scan slides, and
  negatives.
• a) The slide/negative holder can be signed out
  from the helpdesk.
• 3) Customers use their laptops to connect to the
  scanner.
• a) If the customer does not have the latest
  image installed they may have to load software
  and drivers onto their computers before using the
  scanners.

11
Paper.

• Printer paper is now located in the cabinets
  under the printers.
• The cabinet closest to the windows is now open
  and contains a limited amount of paper. If the
  cabinet is empty see a consultant to refill it.

12
Toner.

• When the toner light on the printer comes on the
  toner cartridges can be shaken and used longer.
• The toner boxes have instructions in them. Have
  a consultant or another student employee get you
  a toner cartridge and show you how to change the
  toner the first time.

13
Daily Weekly to do list.

• The task list is located on the bulletin board
  behind the help desk stations.
• When a task is completed initial the task list so
  that others know it is done.

14
Daily Weekly to do list Cont.

• Daily tasks
• Fill printer paper trays as needed.
• Straighten supplies at front desk
• Dust surfaces in lab and classrooms.
• Wipe surfaces and high touch areas.
• Clean whiteboards in all rooms.
• Straighten blinds so they are all the same.

15
Daily Weekly to do list Cont.

• Weekly tasks
• Vacuum chairs
• 10) Dust windowsills near lab and classrooms

16
Daily Weekly to do list Cont.

• The tables and monitors are cleaned when needed,
  but at least once a week.
• The computers, monitors, keyboards, and mice are
  completely cleaned over semester breaks.

17
Closing Lab.

• Turn off the printer monitors.
• Lock the hallway door near ACS with the allen
  wrench. (The wrench is located in the top
  cabinet drawer under the printer behind the
  helpdesk stations).
• The consultants lock the double concourse doors
  when they leave.

18
Closing Lab. Cont.

• The consultants lock the telephone help desk
  door.
• Turn the coffee pot off.
• Turn off the TV in the telephone area.
• Staff out of all telephones front and tel. area.
• Turn off the computers in walkin and tel. areas.
• Turn all of the lights off.

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THIS HAS ABSOLUTLY NOTHING TO DO WITH ANYTHING
20
CONTACT ME

• Telephone - 227-2411
• E - Mail gjerry_at_nmu.edu
• Last desk on the left as you enter the telephone
  help desk area.