Help Desk
Almost all of the manpower at Resnet is dedicated to desktop support. Last year we completed over 2000 trouble tickets utilizing a staff of 11 part-time students. There are three common problems we work on at Resnet: a computer can't get online, it is running slow, or is known to have a virus. Occasionally we take in a computer that can't boot, or has a hardware issue, but we limit the service we provide to a courtesy look to make sure it's not a trivial fix. Any problem with hardware or that requires re-installation of the operating system are directed back to the computer manufacturer or an outside support vendor.
Some of the actions we perform on a PC are automated through batch files and programs we have written. These automated routines ensure all of the latest patches are downloaded from our server and an arsenal of antivirus tools is run to disinfect the system. We run several spyware removal tools to automatically detect the most common spyware, run Hijack This to remove any additional suspicious programs, and check the output of netstat to identify any services that shouldn't be running. It typically takes several hours to clean a single computer. We have a tech lab setup that can clean up to 4 PCs and 4 laptops at the same time. Desktop support is scheduled by available appointment times, and we try to have the computer ready within 48 hours.
If a computer comes in reporting that it can't get online we check and correct all of the network settings, remove or reconfigure any firewalls, update drivers, uninstall conflicting software or hardware, and perform the entire cleanup routine described above. Once the computer can get online in our office we send it back to the resident. If they are still unable to get online we then visit their room and use a Fluke to check their wiring, and a Dell Axim to test internet connectivity in their room. Any wiring issues are reported to telecom. Any configuration issues are troubleshot within the residents room, or we request that they bring their computer back in to the office if the problem cannot be resolved in their room.
