TechConnect Representative Procedures

Basic Duties

It is important to remember the basic duties of your job in the lab:

• Help faculty, staff, and students with their technology needs.
• Answer questions to the best of your ability.
• Direct them to the appropriate people, if you can not answer their questions.
• Provide good and pleasant services.
• Make sure there is extra printing paper in the lab.
• DO NOT attempt to fix students’ computers, diagnose any issues, change settings or download anything. Please send them to the Help Desk and we will answer their questions. We do not support student PC’s here on campus.

Unattended lab: Do not leave the lab unattended for longer then 5 minutes. If you must leave to use the restroom or get food, make sure you leave a note saying where you are and when you will return.

Sign in sheet: All visitors to the labs are required to go to the library. Due to security reasons they are unable to use the computer labs. If there are objections, you need to explain to them that it is the campus policy and that the library will be more than welcome to serve them.

Student assignments: You may answer students’ questions regarding hardware, software, and printing. Students doing computer related course work often view lab assistants as a teaching assistant for their particular course. As a lab assistant, you might be called upon to help clarify some concepts presented in class, but teaching is the instructor’s responsibility, not yours. Similarly, you may help answer questions about students’ assignments, but do not complete their assignments for them.

Rules are for everyone: Enforce the rules of the lab with no exception. The rules were established to protect people and equipment. No students should have food or drinks in the labs, as it can potentially damage the equipment.

Inappropriate Behavior: Lab patrons are expected to conduct themselves appropriately when working in the lab. Students acting in a way that can be offensive to others should be addressed immediately, as should students viewing anything that may be offensive for others to observe. If you are unable to make the student or students listen, call Security at X-237.

Productive environment: The lab is a place to work, a social gathering area. Politely ask students to lower their voice when they are loud, and turn the volume on their computers or compact disc players down when it is too high. If this becomes an issue, warn the students or call Security.

Children in the labs: Adults who choose to bring children in the lab must ensure proper supervision at all times in order to prevent damage to equipment and to prevent disturbances to others who are working. Children should not be left unattended in the labs.

Handicap stations: There must be a clear path from the lab door to computer workstations marked with handicap signs. Also, there must be at least one handicap station free for any disabled visitors. This is the law, and it must be enforced. If any problems arise, call security for help.

Paper Supply: Make sure there are extra reams of paper available at all times. If you see that the lab is getting low on paper please contact the Services Center so that they can order extra paper. Make sure there is enough paper for the classes that may be held in the lab during the week.

Clean Lab

Our patrons expect our lab facilities to be safe, clean, and free of clutter. We need to make sure that the following is done as often as needed:

• Wipe down instructor station
• Wipe printers and printer tables clean
• Wipe all table tops clean
• Wipe all computers clean
• Wipe all monitors clean
• Clean the keyboards with air sprays if needed
• Call Facility to sweep the floor if needed

Please understand that the condition of the lab is your responsibility during your shift, regardless of how you found that lab when you started. If the condition of the lab is unacceptable at the start of your shift, you need to correct the problem first, and then report your findings in detail to techconnect@cotc.edu. There are no excuses for a messy or cluttered facility and it is our job to correct the problem regardless of whose fault. Remember that faculty, staff, and students are counting on us for continued operation and smooth shift transition.

Opening Procedure

• If you are working first shift, you need to do the following:
• Open the door and prop it open
• Turn on all the lights
• Turn on all computers and monitors on
• Turn on all printers and make sure that the paper trays are full
• Make sure that there is an ample supply of paper (we use 2 boxes a week)
• Report any equipment failure
• Make sure that all tables and chairs are in their place
• Make sure all computer table tops are clean and free of clutter
• Make sure that the floors are clean and free of clutter
• Make sure that the lab assistant’s desk is clean

Please understand that the condition of the lab is your responsibility during your shift, regardless of how you found that lab when you started. If the condition of the lab is unacceptable at the start of your shift, you need to correct the problem first, and then report your findings in detail to techconnect@osu.edu. There are no excuses for a messy or cluttered facility and it is our job to correct the problem regardless of who is at fault. Remember that faculty, staff, and students are counting on us for continued operation and smooth shift transition.

Closing Procedure

If you are working the last shift, you need to do the following:

• Announce that the lab is closing, 15 minutes prior to closing
• Offer to help students complete their work before closing
• Turn of the laptops every night (F-174 only)
• Pick up any paper or trash around computers and printers
• Make sure all tables are in place and push all chairs in place under the tables
• Make sure all table tops are clean and free of clutter
• Make sure that the floors are clean and free of clutter
• Make sure that the lab assistant’s desk is clean
• Turn all computers, monitors, and printers off
• Turn all lights off
• Lock the door and close it shut
• If you can not lock the lab for any reason, call security at ext. 237

Please understand that the condition of the lab is your responsibility during your shift, regardless of how you found that lab when you started. If the condition of the lab is unacceptable at the start of your shift, you need to correct the problem first, and then report your findings in detail to techconnect@cotc.edu. There are no excuses for a messy or cluttered facility and it is our job to correct the problem regardless of who is at fault. Remember that faculty, staff, and students are counting on us for continued operation and smooth shift transition.

 

Shift Change

When the schedule is created before each quarter, one half of an hour is allocated for shift change. This half hour should be used to allow updates and communication between lab assistants. For example, the lab assistant whose shift is over must inform their replacement about any of the following:

• Equipment problems and resolution
• Building problems and resolution
• Scheduled building or equipment maintenance
• Accessories or supplies missing or needed

Please understand that the condition of the lab is your responsibility during your shift, regardless of how you found that lab when you started. If the condition of the lab is unacceptable at the start of your shift, you need to correct the problem first, and then report your findings in detail to techconnect@cotc.edu. There are no excuses for a messy or cluttered facility and it is our job to correct the problem regardless of who is at fault. Remember that faculty, staff, and students are counting on us for continued operation and smooth shift transition.

Call off Procedure for TechConnect

If you are unable to be at work on time, you must complete the following steps as soon as you find out you will not be able to be at work on time or will be unable to work your shift:

Weekdays
Call and/or email the helpdesk – HelpDesk@cotc.edu or 740-366-9244 as soon as possible.

Saturdays
Contact one of the TechConnect Coordinators. (names and numbers on TechConnect contact list).

The Coordinators will be responsible for finding someone to fill in the lab.

The Coordinators will notify security to post the announcement that the lab will be open as soon as your replacement can arrive. This enables security to notify any students that may be waiting to use the lab about the situation.

If for some reason you can not contact either Coordinator, call Security 740-366-9237 to notify them that the lab will be closed and have them post a sign on the door.

IMPORTANT: If you are filling in for someone on Saturday you are trading hours NOT working extra hours unless approved by the supervisor.

Quarterly Scheduling

Quarterly schedules are completed several weeks prior to the beginning of each quarter. Please note that we would like to complete the schedule for each quarter as early as possible and would like to accommodate your schedule. So, help us help you by providing us with an accurate schedule for each quarter as early as possible. You can email your schedule to helpdesk@cotc.edu or submit it in paper form.

Reporting Problems

In case of technical problems with the equipment, please contact the ITS Help Desk at X-244 or helpdesk@cotc.edu to request service. Do not attempt to repair any of the equipment in the lab, unless you are working with or under the supervision of the ITS Team. ITS will keep track of hardware and software inventory and trouble shooting issues, and although we should be as helpful as we can, we should not undermine their systematic approach to problem resolution.

In case of building maintenance problems, please contact Facilities at X-363 to request service. Do not attempt to install or repair any building or room related problems, unless you are working with or under the supervision of the Facilities Team. Facilities will keep track of their inventory and problems, and although we should be as helpful as we can, we should not undermine their systematic approach to problem resolution.

Please remember to notify the Help Desk on all Facilities and ITS service requests, as it is imperative for the ITS Department to be informed of any problems, issues, and resolutions.

Contact Security at X237 if you observe any problems with harassment, improper use of equipment, student unruliness, threatening situations, etc.

Online Testing Error Reporting

There is always a chance of losing an internet or network connection for any number of reasons.  If a student is taking an online test and loses their connection a TechConnect representative (open lab monitor) will document the event.  The information needed to document the event will be as follows: 

1. Date
2. Student name
3. School
4. Course
5. Test name
6. Program being used during testing
7. Time of occurrence
8. NCCC# of computer
9. Type of error
10. Course instructor
11. Employee name of who documented event

The lab monitor will take this information regarding the event and complete the Online Testing Error Log. The current log will remain in each open lab at all times.  Completed logs will be forwarded to J. Keith Fowlkes for archiving. 

After recording the event, the monitor will send an email to the instructor and email a copy to J. Keith Fowlkes at kfowlkes@cotc.edu.

Special Announcements for F-174 and F-180

• We have changed the entrance to F180 to better ensure that students sign in to the Tutor Trac. The change in the entrance also discourages students from entering when a class is going on.
• The desktop computers in F-174 on the back wall now have Deep Freeze. Since they are connected to the VCRs, it is critical that these machines are stable and not difficult to access or to use. One gig of storage has been set aside on each machine, so we shouldn't have any problems with students saving files if they need to( Storage area is labeled as “Thawed Space”.
• F174 will be an open lab, only when there are classes in F-180.Tech Connect lab monitors assigned to F180 should be sitting at the desk just inside the entrance door. If you are assigned to F174 and no one is in F180, you should be stationed in F180.
• The door from the hall to F174 should be closed if F180 is open. When F180 has a class in it, the door to F174 should be open to the hall and the sliding door between F174 and F180 should be closed.
• Many students are bringing floppies to labs and expecting to be able to use them. Remember to tell them that they need to use CD or USB keys for bringing work to the labs. They can also email files to themselves to work on them. They have the H drive on the computers in the labs as well if they want to use it to store their work and then burn a CD.
• We are NOT in the business of providing CDs. The students can purchase them in the bookstore. If it is an emergency, we will burn a CD, but that should be very rare.
• Remind COTC nursing students that their software is in R206 and F106A and that if they use F174 and F180 they will not have all the resources they may need.
• Please turn off all the laptops when you close the lab. If the laptops are not being used there is not reason for them to be on.

Pay to Print Procedures

• The BuckID and COTC ID cards do work. If the student’s account is empty, they need to call the number on the back of the card – BuckID Services # (614) 292-0400
• If the students have just gotten their cards, they may not have money on them yet as that needs to be set by the BuckID folks on main campus. We do not have control over the money that goes on the cards. If they do not have a card, they need to go to Security to get one.
• The “free” lab card should be used only once per student. Have the student sign a sheet with name and email address when you allow them to use the “free” card. Then check that list before you use the “free” card to be sure that the student hasn’t used it before. We want students to get their IDs and be prepared to print in the labs. That means that the list should be in an obvious place so that all lab monitors can see it and use it.
• Use the “free” card if the student does not have their card yet, if they do not have money on it because they received the card within the last few days or if they insist that the world will end if you don’t print their job. Remember, that they only get one chance and you should remind them of this. The next time, their name will be on the list so you will not be able to use the “free” card.
• Be sure that the student is inserting the card into the reader and firmly sliding it through.
• F174 does NOT have a “free” card, therefore if F180 has a class in session a "free" card will not be available.  If necessary the students can go to the Reese lab to print. They can email the document to themselves and print it when they open their email in Reese.
• MOST IMPORTANT ---- in F106A and F180, when there are classes, the monitor on duty before the class will chain the “free” card to the printer to allow students in the class to print for free. That is, they will use the “free” card to swipe for printing when they are in a class. When the classes are over, we will remove the “free” card.
• Make sure your return the card to the right place when you leave so that the next lab monitor can use it.

Equipment Student Reservation Policy for Newark Campus

• All Newark Campus Students have the ability to loan audio/visual equipment provided by the Student Technology Center (Founders 174). All equipment reservations must have a faculty member approval and be used for class related projects. All equipment is released to requestor on an availability basis. Early reservations are encouraged to ensure that the equipment is available.
• Student will be required to provide a written permission form faculty stating the purpose of the requested equipment, complete a sign out sheet and give the TechConnect Representative permission to copy their Student ID for identity verification purposes. Student Technology Center equipment cannot be released to students without approval and documentation. The student checking out the equipment must sign a form stating they are responsible for any damage done to the equipment and that they will be charged the value of the rented equipment if it is not returned or is returned damaged.
• All equipment can be checked out for no longer than 24 hours unless prior arrangements have been made by your professor and the proper documentation is provided. The equipment must be returned at the specified time to the STC lab before it closes at 5 pm.
• Upon return, the equipment will be inspected for damage and/or missing parts. The equipment needs to be checked in by a TechConnect Representative in Founders 174. In the event that no one is available in the Student Technology Center (F-174), arrangements can be made with the Tel-Center, located directly across the hall from F174, in F169.
• In the situation that the equipment is not returned on time, the Tech Connect Representative will be required to contact the student via email and/or phone to remind them they have equipment. If the equipment is not returned after the information has been sent out the TechConnect Representative must contact the Helpdesk to inform them of the situation.  Any students that violate the loan procedures may lose their privilege of participating in the loan program. 

Non-Student Visitors on Campus

• For network security purposes, no visitors to the campus should use any lab computers.
• All visitors should be directed to the library for computer and printer use or to the computers in the Reese Cyber Café.
• In the near future, Fees and Deposits will have guest cards for sale for off campus visitors who wish to print in the library.

Foreign Language Placement Testing

The students that will be taking the FLPT are usually new students and they may not be knowledgeable about the Lab Procedures such as logging in to the computers or pay-to print. Please assist the students in completing their test. The following is the procedure for setting up foreign language testing for new OSU–N Students:

Step1.
Log the student on using the generic F-180 log-in (F180##).

Step2.
Double click on the FLPT icon on the desktop to start the program.

Step3.
After the student has completed the test, use the “free-card” to print out the test results for the student.

• F-180 is the only Lab that the students are able to take the Foreign Language Placement.
• You can not answer any questions regarding the content of the test. You can only set the program up for the student.
• If the student has any questions concerning the Foreign Language Placement Testing they must contact the Admissions and Advising Office at x.333.
• In case of any technical difficulties that cannot be resolved please contact the helpdesk at x244

Safety

• All safety and security concerns including student behavior problems, missing or damaged equipment, health concerns and/or others must be reported to Security at X237 and the Help Desk at X244.
• Escort service for student workers who would desire an escort to their cars after work hours should call Security at X237.
   

Contact Information

Security: X-237 (740-366-9237)
Help Desk (ITS): X-244 (740-366-9244)
Printer paper: X-213 (740-366-9213)
F-174 : X-327 (740-366-9327)
R-206: X-562 (740-364-9562)
F-106A: X-605 (740-364-9605)