24PinTech Wiki - User contributions [en]

Welcome to the 24PinTech Wiki!

2018-02-14T19:53:31Z

Khenderson:

[[File:Logo-extended.jpg|733x188px|center]]

__NOTOC__

== Who are we? ==
The 24pin Technology team consists of a group of students all currently attending Maricopa High School. We are all extremely enthusiastic about all things technological based, which prompted us to create the company. The company will allow students to be able to gain experience in Information Technology, thus preparing them for future careers within the technology industry. As part of the training program, employees will be certified in various courses, including but not limited to, the A+ Certificate, CCNA certification and multiple TestOut Course certifications. We also partner with [https://www.azstrut.org/ AZStRUT] to help them repair old computers which will be given back out, giving employees great hands-on hardware repair and software diagnosis experience.

[https://youtu.be/LWSuHAxm-n8 24PinTech Commercial]

== What do we do? ==
Computer Service Technicians assets, repair, and maintain computers for companies, businesses, or consumers.

== What are our obligations? ==
Service Technicians are responsible for installing and repairing internal and external components, implementing proper security settings and programs, installing operating systems and software, making a system’s performance efficient and smooth, and helping customers better understand how to maintain their system(s).

== What are our skills? ==
*'''Analytical Skills:''' Computer repair technicians need to be able to solve issues that might not have a clear solution. Being able to experiment and use trial and error is important.
*'''Troubleshooting:''' Computer repair technicians must be able to diagnose, repair and test computer problems as they arise
*'''Communication:''' Computer repair technicians have to ask questions and listen to customers in order to find out the issue, explain the problem in a clear and understandable way, and give them options for repair or replacement.
*'''IT Skills:''' Using diagnostic tools to assess or monitor computer systems requires knowledge of IT skills.
*'''Dexterity:''' Computer repair technicians use their hands to manipulate objects within the computer.

== Social Media Stuff! ==
*'''Website:''' [https://24pin.tech/ 24pin.tech]
*'''Twitter:''' [https://twitter.com/ @24PinTech]

TestOut

2018-02-14T19:52:17Z

Khenderson: Created page with "== What is TestOut? =="

== What is TestOut? ==

Welcome to the 24PinTech Wiki!

2018-02-14T19:51:37Z

Khenderson:

[[File:Logo-extended.jpg|733x188px|center]]

__NOTOC__

== Who are we? ==
The 24pin Technology team consists of a group of students all currently attending Maricopa High School. We are all extremely enthusiastic about all things technological based, which prompted us to create the company. The company will allow students to be able to gain experience in Information Technology, thus preparing them for future careers within the technology industry. As part of the training program, employees will be certified in various courses, including but not limited to, the A+ Certificate, CCNA certification and multiple TestOut Course certifications. We also partner with [https://www.azstrut.org/ AZStRUT] to help them repair old computers that they then give out, giving employees great hands-on hardware repair and software install experience.

[https://youtu.be/LWSuHAxm-n8 24PinTech Commercial]

== What do we do? ==
Computer Service Technicians assets, repair, and maintain computers for companies, businesses, or consumers.

== What are our obligations? ==
Service Technicians are responsible for installing and repairing internal and external components, implementing proper security settings and programs, installing operating systems and software, making a system’s performance efficient and smooth, and helping customers better understand how to maintain their system(s).

== What are our skills? ==
*'''Analytical Skills:''' Computer repair technicians need to be able to solve issues that might not have a clear solution. Being able to experiment and use trial and error is important.
*'''Troubleshooting:''' Computer repair technicians must be able to diagnose, repair and test computer problems as they arise
*'''Communication:''' Computer repair technicians have to ask questions and listen to customers in order to find out the issue, explain the problem in a clear and understandable way, and give them options for repair or replacement.
*'''IT Skills:''' Using diagnostic tools to assess or monitor computer systems requires knowledge of IT skills.
*'''Dexterity:''' Computer repair technicians use their hands to manipulate objects within the computer.

== Social Media Stuff! ==
*'''Website:''' [https://24pin.tech/ 24pin.tech]
*'''Twitter:''' [https://twitter.com/ @24PinTech]

Welcome to the 24PinTech Wiki!

2018-02-14T19:46:34Z

Khenderson: more professionalism

[[File:Logo-extended.jpg|733x188px|center]]

__NOTOC__

== Who are we? ==
The 24pin Technology team consists of a group of students all currently attending Maricopa High School. We are all extremely enthusiastic about all things technology, which prompted us to create the company. The company will allow the students to be able to gain experience in information technology, thus preparing them for future careers within the industry. As part of the training program, employees will be certified in various courses, including but not limited to the A+ Certificate, CCNA certification and multiple other TestOut Course certifications. We also partner with [https://www.azstrut.org/ AZStRUT] to help them repair old computers that they then give out, giving employees great hands-on hardware repair and software install experience.

[https://youtu.be/LWSuHAxm-n8 24PinTech Commercial]

== What do we do? ==
Computer Service Technicians assets, repair, and maintain computers for companies, businesses, or consumers.

== What are our obligations? ==
Service Technicianss are responsible for installing and repairing internal and external components, implementing proper security settings and programs, installing operating systems and software, making a system’s performance efficient and smooth, and helping customers better understand how to maintain their system(s).

== What are our skills? ==
*'''Analytical Skills:''' Computer repair technicianss need to be able to solve issues that might not have a clear solution. Being able to experiment and use trial and error is important.
*'''Troubleshooting:''' Computer repair technicians must be able to diagnose, repair and test computer problems as they arise
*'''Communication:''' Computer repair technicians have to ask questions and listen to customers in order to find out the issue, explain the problem in a clear and understandable way, and give them options for repair or replacement.
*'''IT Skills:''' Using diagnostic tools to assess or monitor computer systems requires knowledge of IT skills.
*'''Dexterity:''' Computer repair technicians use their hands to manipulate objects within the computer.

== Social Media Stuff! ==
*'''Website:''' [https://24pin.tech/ 24pin.tech]
*'''Twitter:''' [https://twitter.com/ @24PinTech]

Procedures

2018-02-14T19:42:40Z

Khenderson: more Professionalism

== Work Order Process ==

'''Start from here if the customer has NOT entered a service/work form'''

1. Take the information that you got from the call (using the phone script) to input into the work order form. The google form from our site. Such as name phone number, etc.

'''Start from here if the customer has already entered a work form.'''

2. Double check information is correct in the Google spreadsheet. Does it make sense?

3. Send an email that confirms that we have received to equipment and will begin working on the system (must respond within 24 hours).

4. Fill in columns M, N, P, and T. Those columns are Technician assigned, Initial Customer Contact, Date assigned, and Equipment given. All must be filled in before moving to Spiceworks.

5. Log into SpiceWorks, click on new ticket, and fill out the following categories: Summary, description, assigned to, and priority. Make sure the technician assigned in SpiceWorks is the same as the one on the google sheet.

6. After the ticket is created, contact the team member about it, either telling them face to face, or email, to inform them about their new ticket.

7.Let the assigned team member/s work on the issue.

8. Team members working on the issue will send an email update to assigned customer if needed (if there is a big change in functionality, or possible date of delivery). Assigned members should leave notes on a daily basis on spiceworks. After leaving notes in spiceworks, copy a shortened version into the google sheets.

9. After the issue is resolved and the equipment is DELIVERED, the team members can close the ticket.

10.After the ticket is closed and the equipment is delivered back to the customer in full functionality, the job assigner (same person that assigns jobs in spiceworks) sends an email with the satisfaction survey. Use customer satisfaction survey template.

11. Update the date completed, customer update, resolved, and recept # in the google sheet.

12. After customer has given feedback, give out compliments or constructive criticism if needed.

Spiceworks (Retired)

2018-02-14T19:41:28Z

Khenderson: more professionalism

== Accessing and Using Spiceworks ==

'''What is Spiceworks?'''

Spiceworks is the site at which 24pintech can access all work orders that have been assigned to a technician. Once a technician is logged in they can view, edit, and comment about their work order as well as complete any documentation that is affiliated with the work order.

'''Accessing Spiceworks'''

Any computer in the 24pintech classroom can access Spiceworks service. To access the 24pintech's reserved section in Spiceworks type in “http://odin/pro_users/login” into the address bar and it will take you to the login screen for Spiceworks.

'''Assigning Work Orders (Manager)'''

# Log into Spiceworks using your email and password.
# Towards the top left of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# To enter a work order process into Spiceworks click on “New Ticket” found towards the top middle of the screen.
# Using information found in the Google work order spreadsheet, give the ticket a name that is related to the customer. In the description text field, include the customer's name, email address and brief breakdown of the issue. Then assign the ticket to a technician (make sure the assigned technician is the same as the one assigned in the google sheets).
# Inform the technician that they have a new ticket.

'''Adding a New User to Spiceworks'''

# Log into Spiceworks using your email and password.
# Near the top left corner of the web page you will see “Settings” with a drop down box, click the drop down box and select “Help Desk."
# On the left side of the web page under help desk, you will see “User Accounts." Click on it and it will take you to all the users available on Spiceworks.
# Towards the left side of the screen you will see “Add Users," click on it.
# Fill out the invitation with first and last names and the email the technician uses most often. Assign them a proper role in Spiceworks. (Put billing rate as $0.00)
# Send invitation

'''Checking Tickets'''

# Log into Spiceworks
# Towards the top of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# Next to “Tickets” there is a gray drop down box. The default is labeled “Unassigned Tickets." Click the drop down box and navigate to “My Tickets."

Technician Workspace

2018-02-14T19:38:07Z

Khenderson:

Each technician in 24 Pin Technologies have an array of tools and supplies at their workstation to help diagnose problems with devices that come in.

== Workstation Supplies ==
Each workstation contain the following;
* A desktop with access to the internet
* An IFixit Pro Tech Toolkit 70 pcs
* An IFixit Smartphone Repair Kit
All items in each workstation are inventoried everyday by technicians everyday during room management and cleaning at the end of the day.

== Other Supplies ==
* Power Cables
* Charging Cables and Adapters
* Array of spare hand tools
* Other miscellaneous tools

Technician Workspace

2018-02-14T19:35:27Z

Khenderson:

Each technician in 24 Pin Technologies have an array of tools and supplies at their workstation to help diagnose problems with devices that come in.

== Workstation Supplies ==
Each workstation contain the following;
* A desktop with access to the internet
* An IFixit Pro Tech Toolkit 70 pcs
* An IFixit Smartphone Repair Kit

== Other Supplies ==
* Power Cables
* Charging Cables and Adapters
* Array of spare hand tools
* Other miscellaneous tools

Technician Workspace

2018-02-14T19:34:52Z

Khenderson:

Each technician in 24 Pin Technologies have an array of tools and supplies at their workstation to help diagnose problems with devices that come in.

== Workstation Supplies ==
Each workstation contain the following;
* A desktop with access to the internet
* An IFixit Pro Tech Toolkit 70 pcs
* An IFixit Smartphone Repair Kit

== Other Supplies ==
* Power Cables
* Charging Cables and Adapters
* Array of spare hand tools
* Other miscellaneous tools

Technician Workspace

2018-02-12T20:07:11Z

Khenderson:

Technician Workspace

2018-02-12T19:57:46Z

Khenderson: Created page with "Each technician in 24 Pin Technologies have an array of tools and supplies at their workstation to help diagnose problems with devices that come in. == Workstation Supplies =..."

Spiceworks (Retired)

2017-12-08T20:04:30Z

Khenderson:

== Accessing and Using Spiceworks ==

'''What is Spiceworks?'''

Spiceworks is the site at which 24pintech can access all work orders that have been assigned to a tech. Once a tech is logged in they can view, edit, and comment about their work order as well as complete any documentation that is affiliated with the work order.

'''Accessing Spiceworks'''

Any computer in the 24pintech classroom can access Spiceworks service. To access the 24pintech's reserved section in Spiceworks type in “http://odin/pro_users/login” into the address bar and it will take you to the login screen for Spiceworks.

'''Assigning Work Orders (Manager)'''

# Log into Spiceworks using your email and password.
# Towards the top left of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# To enter a work order process into Spiceworks click on “New Ticket” found towards the top middle of the screen.
# Using information found in the Google work order spreadsheet, give the ticket a name that is related to the customer. In the description text field, include the customer's name, email address and brief breakdown of the issue. Then assign the ticket to a technician (make sure the assigned technician is the same as the one assigned in the google sheets).
# Inform the technician that they have a new ticket.

'''Adding a New User to Spiceworks'''

# Log into Spiceworks using your email and password.
# Near the top left corner of the web page you will see “Settings” with a drop down box, click the drop down box and select “Help Desk."
# On the left side of the web page under help desk, you will see “User Accounts." Click on it and it will take you to all the users available on Spiceworks.
# Towards the left side of the screen you will see “Add Users," click on it.
# Fill out the invitation with first and last names and the email the technician uses most often. Assign them a proper role in Spiceworks. (Put billing rate as $0.00)
# Send invitation

'''Checking Tickets'''

# Log into Spiceworks
# Towards the top of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# Next to “Tickets” there is a gray drop down box. The default is labeled “Unassigned Tickets." Click the drop down box and navigate to “My Tickets."

Spiceworks (Retired)

2017-12-08T20:01:08Z

Khenderson:

Spiceworks is the site at which 24pintech can access all work orders that have been assigned to a tech. Once a tech is logged in they can view, edit, and comment about their work order as well as complete any documentation that is affiliated with the work order.

== Accessing Spiceworks ==

Any computer in the 24pintech classroom can access Spiceworks service. To access the 24pintech's reserved section in Spiceworks type in “http://odin/pro_users/login” into the address bar and it will take you to the login screen for Spiceworks.

== Assigning Work Orders (Manager) ==

# Log into Spiceworks using your email and password.
# Towards the top left of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# To enter a work order process into Spiceworks click on “New Ticket” found towards the top middle of the screen.
# Using information found in the Google work order spreadsheet, give the ticket a name that is related to the customer. In the description text field, include the customer's name, email address and brief breakdown of the issue. Then assign the ticket to a technician (make sure the assigned technician is the same as the one assigned in the google sheets).
# Inform the technician that they have a new ticket.

== Adding a New User to Spiceworks ==

# Log into Spiceworks using your email and password.
# Near the top left corner of the web page you will see “Settings” with a drop down box, click the drop down box and select “Help Desk."
# On the left side of the web page under help desk, you will see “User Accounts." Click on it and it will take you to all the users available on Spiceworks.
# Towards the left side of the screen you will see “Add Users," click on it.
# Fill out the invitation with first and last names and the email the technician uses most often. Assign them a proper role in Spiceworks. (Put billing rate as $0.00)
# Send invitation

== Checking Tickets ==

# Log into Spiceworks
# Towards the top of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# Next to “Tickets” there is a gray drop down box. The default is labeled “Unassigned Tickets." Click the drop down box and navigate to “My Tickets."

Spiceworks (Retired)

2017-12-07T20:30:36Z

Khenderson: Created page with "Spiceworks is the site at which 24pintech can access all work orders that have been assigned to a tech. Once a tech is logged in they can view, edit, and comment about their w..."