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
  • ServiceNow
  • EndPoint Configuration
  • Outlook/Scheduling 
  • itpartners
  • 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
  • Intranet Websites
  • Password Management
    • Keepass (for now)
  • New Employee Setup: Show how to do tasks
  • No labels

For questions about this space email cre-it@mit.edu.