What's the Problem?
A screen is blue, what do you check first?
or
Is the device plugged in?You receive a Purechat request for help with their Duo account. What Slack channel do you use to find more information? What are your next steps?
#stc-general
Create a ticket with their information
True or False:
You must clock in within 10 minutes to not loose points
False, it is 5 minutes
What should you always remember to do with a ticket after creating a duty on the Outlook calendar?
Add the details of the duty (time, station, location) into the worknotes of the ticket.
Where are the spare tv/projector remotes located?
(specifically)
Warehouse in COB, Cabinet 4
You are troubleshooting a room and are trying to display the Doc-Cam, the TP has the correct input selected but the image is not showing up.
What is the next thing you should check?
When communicating with staff and other STCs regarding a specific issue or question, you should be using what to organize the conversation?
Threads
What are 5 essential parts of the STC required uniform?
STC shirt, STC badge, AA5 Key, CatCard, Closed-Toed Shoes
What is a 3-day follow up regarding tickets?
You send a follow up email in the "customer comments" once a day for 3 days and the last one should include a "last follow up" message
Must close the ticket the end of the day following the last follow up message.
What app do we use to unlock cabinet #3?
Nokē
What is the main difference between an analog room and a digital room?
Analog is VGA and digital is HDMI
You need to page staff for an issue you can't solve. After hitting the work flow and filling out the room number and replying to the yes/no prompts, what should you add in the "additional comments" box?
How many points could you lose if you are ~45min late to your shift WITHOUT notice?
4 points!
You just assigned a ticket to staff, what should the incident state be?
New
You just replaced a broken portsaver in a classroom, where do you put the broken portsaver and its pins?
Seperate them:
Portsaver goes in WH broken portsaver bin
Portsaver pins go in short or long screw bags stapled on box
What 3 things should you check for issues with audio?
- The device's audio input/volume settings
- The media player (Youtube, etc)
- The TP audio settings (muted, etc)
+ If its VGA, make sure the audio plug is plugged into the device
You are deploying mics in the morning and walk into a room with food leftovers? (eww)
You're a pro and remember that you need to message in the #aet-sweepsapp channel on Slack. You even remember to include all of the necessary details regarding the incident.
What are you forgetting?!?
Make sure to ping @Gaby @Flor and/or @Eleanor !!
You miss a meeting, and you forgot to let a supervisor know, how many points can you expect to lose minimum?
5 points
You created a ticket for an incident in which a professor's device is not working with the tethered adapter. However, there is nothing wrong with the tethered adapter.
What should you include in the email to the professor within the ticket?
Explain that we checked the adapter and verified it worked properly with our testing device.
Please explain that we are not able to provide adapters for every type of device, just general coverage. Nor do we deploy.
Also, you can include the adapter type they need and that it should be one from the manufacturer.
If you need to deploy a projector for COB 263 where do you go first?
COB 275
What should you do if a professor is rude to you during a troubleshoot?
Please report this to a supervisor and/or staff member ASAP!! This is not acceptable or professional behavior!
A supervisor has posted in #aet-stcdigest announcing the date for biweekly meetings for the semester.
You read the message, what next?
Add a reaction emoji to show that you've read it.
You start with 20 points. Last week you were late to a shift by 10 minutes and forgot to notify a supervisor, you got 1 point taken off.
This week is the beginning of a new month, assuming a monthly refresh happens, what is your point balance?
19 points
You do not receive an extra point for the monthly refresh as you received a disciplinary point deduction in the previous month.
A professor has sent back a message in a ticket. They said they wanted a technician to help them set up for their next class so that nothing goes wrong. What 3 things should you do?
- Ask and confirm the appointment location and time
- Schedule a duty in Outlook calendar
- Add the details of this duty to the work notes including your name, the date, time, and station location
How do you open a floorplate typically?
Using the special screwdriver bits from the STC backpack.