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Desktop
Computers
Technicians
Bill Ou is assigned
as the Life Sciences matrixed support person for desktop support. His
location and phone are Building 51 Room 24k; 486-4140
If for any reason you can not reach your technician, call
the CIS help desk at 486-4357 or complete the Help
Desk web form. If your technician is not in another MPSG engineer
will be assigned to the call. When the Help Desk assigns a ticket number,
you will get an automatic email with the problem description as confirmation.
Preventative
Maintenance
There are many maintenance items that can be performed on Mac's/PC's
which can significantly increase performance and stability. Keeping up to
date can become a
burdensome task for end users; therefore; the Mac/PC Support Group (MPSG)
has outlined a set of 'preventative maintenance' (PM) items. For more
information on how you can prevent desktop failures, go to the Lab's
Preventative
Maintenance help page.
Who
Does What
Handled by the user
or local administrator:
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Coordinate the ordering of software and hardware supplies
and equipment
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Inventory the computer systems (this could be contracted
out to less experienced staff in MPSG)
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Install print cartridges and toner, and restock paper
Handled by the Help Desk (for Lab
standard systems):
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Resolve account/password problems on Lab wide systems (Novell
servers, email, Netscape Calendar)
-
Support of Netscape email and calendar products: email client
configuration, email attachment problems, remote access problems
-
Assist with remote access into the Lab via ISDN and PPP
(PC & MAC)
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Support Microsoft Office products (Word, Excel, Powerpoint)
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Act as the single point of contact for status on Lab wide
systems (LETS, email, etc.)
-
Act as the single point of contact for entering and follow
through on any trouble ticket entered through the system
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Conduct initial troubleshooting of PC/MAC/UNIX problems:
hardware or software, workstation or server; desktop, network, or
LBNL corporate server (e.g. the cost Browser)
Handled by the matrixed support staff
-
Prepare 3 and 5 year Strategic Computing plans (upgrades,
replacements, additions)
-
Accumulate the required information for hardware maintenance
renewal agreement
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Determine which computing areas can be shared among research
groups to take advantage of economies of scale. (e.g. shared computer server,
file servers, and centralized administration)
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Coordinate network infrastructure changes
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Order network drops from the networking group
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Install network cabling for new computers
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Inform staff concerning supported systems for use in procurement
decisions
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Backup the administrative and computation servers in Calvin
and coordinate backups of other systems throughout the division as requested
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Creation, removal and management of accounts on both the
NT and SGI systems (Users are frequently added, passwords are frequently
reset, and disk quotas need constant adjustment and management), and access
rights modification
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Install new software applications
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Troubleshoot network problems
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Troubleshoot Procard or LETS printing problems
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Support building maintenance, remodeling and repair projects.
Each project requires that computing equipment be moved out of the work
area
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Install new desktop computers
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Clean hardware components or, if requested, instruct
users on the proper procedure
Handled by CIS groups, other experts
at the Lab, or vendors:
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Resolve complex hardware configuration problems (processor,
disk, etc.)
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Complete major OS upgrades
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Implement new TCP/IP protocols (use of NIS for account management,
and transfer of systems to different networks)
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Resolve failure of network components
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