Description

These tasks/areas are specific to people that are working with the CRE IT Systems Administrator.

Areas/Tasks

• Expectations / Tips to Succeed
  
  • Customer Service Role
    • Try to be helpful, also teach the user to help themselves
      • Link to KB
      • Offer assistance
      • Follow up/Confirm issue is fixed
        • If user does not respond, reach out again via email
        • If user user does not respond again, reach out via phone/in-person
        • If user does not respond, close ticket but offer the ability to reply to re-open ticket if the issue persists
      • Thank user and close ticket if the issue is fixed
  • Don't guess
    • If you aren't sure, just ask
    • If you make a mistake, tell me. Easier to fix problems sooner rather than later (e.g. deleted data can sometimes be recovered for a short period before it is permanently deleted!)
    • For major changes to production systems, send me an email ahead of time
    • Don't make major changes on Fridays (we don't want to stay late Friday night)
  • Find Resources
    • ChatGPT is great!
    • Ask me
    • Ask IT-Partners (after you've asked me)
    • Google
    • Always confirm with me if you are unsure!
  • Education/schoolwork takes precedence
  • Keep me + co-workers in the loop
    • CC me on emails
      • I can provide guidance to resolve the issue faster
      • I know what's going on in the organization
      • Let's me know that you're busy
    • Use the ticketing system as much as possible
      • Keeps everyone in the loop
      • Allows others to pick up where you left off
      • Tracks recurring issues
  • Prevent Emergencies - Best Practices
    
    • If you know something ahead of time, let others know as soon as possible
      • Keep information on the CRE Work Schedules / CRE Master Calendar / Casey's Calendar
      • Notify staff via appropriate channels, depending on the size/impact of the project. Channels can include some or all of the following:
        
        • Email
        • Zoom Chat
        • Staff Meetings
        • crestaff.mit.edu website
        • Business cards / handouts
      • Provide contact information and emergency instructions (phone number, email, office hours)
      • Do not push stuff to production on Fridays or before important events
    • Have a backup plan in place before you execute a plan
      • Know where backups are stored
      • Test the backup process! Ensure the backup archive is valid...
        • Is it up to date?
        • Is all the data there?
        • Can you restore it to the server?
      • This should be DOCUMENTED in the wiki in case you aren't here and things break
    • Configure High-Availability / Fail-over Systems when feasible to do so
    • Nothing should be an emergency, but sometimes emergencies are unavoidable
    • Notify superiors of mistakes - it is a lot easier/faster to fix things when we know the root cause
• Moira
  
  • Broad overview
    • Wiki Documentation Page
    • Use for ACLs
    • Use for mailing lists
  • Accessing via groups.mit.edu
  • Accessing via command line
  • Limitations
    • Updates to lists on login for some systems
  • Group Email Addresses
    • cre-itaccounts@mit.edu
• ServiceNow
  • Assignment of work
  • Incoming tickets
  • Setup Outlook filters to quiet automatic emails
  • Wiki page and training video
• EndPoint Configuration
  • Active Directory + GPO Training Video
  • MECM
  • Jamf
• Outlook/Scheduling 
  • How to schedule your time in CRE: Work Schedules
  • Read/Watch CRE: Rm - Staff Conf Rm (9-357) ZR (Users Guide)
• itpartners
  
  • mailing list: http://kb.mit.edu/confluence/display/mitcontrib/IT+Partners
  • slack channel signup url: https://mit-itpartners.slack.com/
• Wiki
  • Sandbox on CRE Test wiki
  • Update pages when you didn't understand something
  • User Section: Intended for end-user
  • Admin Section: Intended for
    • Yourself
    • Other IT Staff (for IT Sections)
    • Other administrators (e.g. HR section for HR manager)
  • Watch Training (once it's posted)
• VOIP
  • voip.mit.edu
  • VOIP documentation
  • Use of ACLs
• Intranet Websites
  • crestaff.mit.edu
  • msredstudents.mit.edu
  • MSRED Google Account
• Password Management
  • Keepass (for now)
• New Employee Setup: Show how to do tasks