A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 9 Installing and Managing End-User Computers

Chapter Objectives In this chapter, students will learn about: Site preparation steps for computer installations Pre-installation site preparation tasks Purpose and contents of a Site Management Notebook Tools needed to install hardware Steps to install and configure hardware, operating systems, networks, and application software Installation wrap-up tasks Ongoing site management tasks A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2

System Installation Overview A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3

Pre-installation inspection activity Checklist of issues – Space requirements – Space constraints – Materials storage requirements – Ergonomic issues – ADA and OSHA accommodations or issues – Adequate power supply accessible – Power conditioning required – Network and/or telephone access – Air conditioning required – Lighting problems – Fire suppression operational Pre-Installation Site Preparation A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4

Locate computer system and devise strategies to conserve space System components –System unit Footprint: length times width (measured in square inches) of desktop PC –Keyboard and mouse Optimal desk height is inches from the floor –Display screen Optimal user view is straight ahead or slightly down –Printer Optimal access for loading paper, retrieving printouts, and clearing jams Locating System Components A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5

Locating System Components (continued) Supplies (manuals, ink/toner cartridges, media, printer paper) –Convenient access –Tip: avoid storing paper in damp area Furniture considerations –Importance of adjustable chair Adjustable: – Seat height, seat swivel, tilt, backrest, arm rest Waterfall seat edge 5-leg base Carpet protector A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6

Space Constraint Solutions Space-saver system unit case (small form factor) Separate computer worktable Flat panel display screen (may be wall-mounted) Monitor arm for CRT display Keyboard shelf Extender cables to locate system unit and peripherals under or close to, but not on, user’s desk A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7

Ergonomic Factors Ergonomics: study of how to design computer systems and workspaces to: –Minimize health problems –Maximize worker: Safety Productivity Comfort Job satisfaction A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8

Ergonomic Problems Overview Back or neck muscle pain Leg pain Eyestrain and headaches Wrist and finger pain –Repetitive strain injuries (RSI) : result from continuous use of joints in a limited range of motion –Carpal tunnel syndrome : common form of repetitive strain injuries that affects wrists and fingers A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9

Ergonomic Solutions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 10

Workstation Ergonomics A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 11

Devices to Address Ergonomic Problems Adjustable tables and work surfaces Adjustable chairs Footrests Keyboard shelves Alternative ergonomic keyboards Alternative pointing devices (trackballs and touchpads) Wrist rests Mouse support rests Document holders CRT monitor arms Task lighting Antiglare screen filters Assistive devices A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 12 Assistive devices : computer peripherals and software that adapt a computer system so that users with various physical limitations can be more productive

Impacts of Ergonomic Problems Ergonomics are important issues –Injuries –Permanent disabilities –Legal rules and regulations Occupational Safety and Health Administration (OSHA) Americans with Disabilities Act (ADA) Tip: Ergonomics is an area where a user support specialist can develop special expertise to add value to their employment or résumé A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 13

Many small computer systems do not have special electrical power needs Special situations: –Two-prong outlets –Incorrect outlet wiring –Overloaded circuit amperage –Shared circuits –Power stability –Multiple computers Power Requirements Overview A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 14

1. Outlets –Old buildings may have two-pronged outlets that require rewiring –Avoid “cheater” plug adapters 2. Outlet wiring –Use outlet tester –Test three-prong outlets to make sure the hot, neutral, and ground prongs are wired correctly continued Special Power Requirements A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 15

3. Circuit amperage –Determine total amperage to see whether circuit can handle the load of devices 4. Shared circuits –Install computer systems on a circuit that does not service devices with heavy motors or generators A dedicated circuit is preferable continued Special Power Requirements (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 16

5. Power stability –Get advice from local electric utility Use metering device to measure quality of power –Power conditioner : device between computer and power source that regulates electrical power to keep it within acceptable limits 6. Multiple computers –Especially servers and high-end workstations –Consult electrical contractor to verify that power is adequate and well-conditioned Special Power Requirements (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 17

Avoid: –Stressed cables Too tight Hard bends –Cables on floor or under carpet Use –Wall-mounted cable conduits (runways) –Protective rubber conduits –Plastic cable ties to bundle cables Tips on Power Cables A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 18

Specialized Power Devices Use an electrical power strip for convenience – But not as an extension cord Surge suppressor : protective device to reduce damage to equipment due to power surges and spikes Best surge suppression features –UL 1449 (second edition) listed –40,000 or more amps peak protection –330 volts or less clamping voltage –1 nanosecond or less clamping response time –750 joules or more energy rating –Diagnostic LED status lamps –Warranty against damage to protected equipment A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 19

Specialized Power Devices (continued) Some environments have critical power needs to reduce downtime and increase uptime –Downtime: number (or percent) of hours (minutes) per week or month when system is unavailable –Uptime : number (or percent) of operational hours (minutes) per week or month Examples: –Hospital critical care unit –Online financial transaction processing system A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 20

Specialized Power Devices (continued) Uninterruptible power supply (UPS): electrical device that includes: –Power conditioning circuits –Battery backup Provides backup power and time for computer equipment to be shut down correctly –Prevents damage to hardware, software, and data due to abnormal termination –The larger the battery capacity, the longer a system will operate under UPS power A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 21

Determine location of access points before installation in case extension lines are needed to reach installation site Identify type of network access –Dial-up modem –DSL (digital subscriber line) –Cable modem for broadband service –Satellite –T1 or T3 direct lines –Wireless Network and Telephone Access A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 22

May be required in locations where a large number of computer systems will be installed in close proximity –Physically small office –Training room –Computer lab facility –Network server –High-end workstation Consult an HVAC specialist –Determine BTUs of air conditioning capacity required Air Conditioning A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 23

Light intensity –Reduce lighting in over-lit areas Light source –Position display screen to avoid glare –User should not directly face light source Light type –Flor escent bulbs may flicker at same rate as CRT-type monitor Lighting Problems A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 24

Electromechanical equipment more likely to cause fires – Primarily due to power supply problems If no existing fire extinguisher: –Use portable fire extinguishers rated for electrical fires (Class C) –Use Halon-substitute extinguisher Fire Suppression A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 25

Site management notebook: consolidates important information about a computer system –Hardware ̶ Software –Operating System ̶ Network Useful to operate, diagnose, troubleshoot, reconfigure, upgrade, and repair system and its components Critical in multiple-computer situations in which many support staff are likely to work on various components Site Management Notebook A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 26

Hardware configuration Operating system configuration Network configuration Software licenses Application software configuration Special operating procedures Warranty and repair information Problem log Backup media log Typical Contents of Site Management Notebook A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 27

Screwdriver set –Slotted –Phillips Nut driver Pliers –Regular –Needle-nose Parts-picker Hardware Installation Tools A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 28

Pocketknife Small parts container Mirror Small flashlight Isopropyl alcohol Lint-free cloth or foam tip brush Microfiber cloth Antistatic wrist strap Cable ties Electrical tape Compressed air Circuit tester Multimeter (VOM) Additional Hardware Installation Tools A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 29

Follow Guidelines for Working Inside a System Unit Major hardware installation steps –Assemble tool kit –Unpack system –Connect power and signal cables, basic components –Install (optional) upgrades –Power up system –Test system –Update Site Management Notebook Common Hardware Installation Steps A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 30

Common Operating System and Network Installation Steps Make backup copies of existing system and user data Install and configure operating system software –Device drivers Install configure network client software –Dial-up networking –LAN networking –Security software Test network connectivity Perform network administrative tasks –User accounts –Access rights Update Site Management Notebook A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 31

Is software compatible with hardware and network? Make backup copies of user data files Choose type of installation Install special devices drivers Configure application to meet user needs Install organization-specific utilities, templates, or style sheets Reboot and test all applications Retain in Site Management Notebook –Distribution media –License information –Installation codes (product keys) Common Steps to Install Application Software A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 32

Application Software Compatibility Issues CPU types the software runs on Space requirements –RAM memory –Hard disk storage Software compatibility with: –Hardware peripherals –User’s network environment A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 33

Installation Media Distribution media: media that contains original vendor copies of software –CDs –DVDs –Internet downloads Tip: Don’t install software by copying its image from another computer –Registry and start-up files don’t get updated A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 34

Express (typical or common) –Most commonly used features Custom (special or expert) –User selects features to install Minimal (notebook or space-saver) –For users with little hard drive space available –Smallest set of functions and features possible Full (maximum or complete) –All program features –Takes maximum amount of hard drive space Installation Types A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 35

Document system settings Back up critical files Create rescue disks Address ergonomic concerns Make sure user can use system Update Site Management Notebook Fill out warranty and registration cards Document any problems Verify that user is satisfied Wrap-Up Tasks A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 36

Site Management Responsibilities A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 37

Media Backup Media backup : copies files and folders of software and data from a PC’s hard disk onto a separate medium –Preserves data in case original is damaged or accidentally deleted Backup targets –Server storage space –User data files A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 38

Backup media –Hard disk on network server –Cartridge tapes (magnetic) –Writeable optical media (CDs and DVDs) –Removable hard drives –USB flash drives –Internet backup services File restoration: procedure to copy files from backup media to an original or replacement disk –When the original has been erased or destroyed –Tip: Test to verify this works! Media Backup (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 39

Security Problems and Challenges Sources of security threats –Electronic threats arise from attempts to breach the information or resources in a system –Physical threats arise from attempts to damage or disrupt equipment or facilities –Internal threats arise from inside an organization Employees Users –External threats arise from outside an organization Clients Hackers The public A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 40

Electronic Threats to Security Viruses and worms Spam attacks Unauthorized access Operating system vulnerabilities Malware software Insecure data transmission Tools: password protection, antivirus software, firewalls, utility software, callback modems A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 41

Physical Threats to Security Theft –Equipment –Information Disgruntled employees Members of public who are threatened by: –Technology –Bureaucracies A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 42

–Keypad entry locks –ID badges and ID cards –Biometric readers : hardware device that can uniquely identify a user through: –Eye patterns ̶ Hand geometry –Fingerprints ̶ Voice recognition –Signature recognition –Motion sensors and heat detection devices –Camera systems to monitor facilities –Reception desks –Metal detectors –Physical barriers (walls and windows) Physical Security Tools A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 43

Sources of disasters Power failures Floods Fires Storms Earthquakes Terrorist attacks Sabotage Risk management: tools and strategies to reduce the threat to an organization –From unpredictable, uncontrollable, disasters, and accidents –Helps recover with minimal financial or customer service loss Disaster and Contingency Planning A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 44

Disaster Management Tools Business interruption insurance –Offsets the cost to return to normal operation Engineering inspection –Identifies potential for damage to equipment and facilities Media backups –May be stored off-site to facilitate data recovery after a disaster Disaster/contingency plan –Document describes activities that will occur if a facility experiences a disruption of service A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 45

Preventive Maintenance Preventive maintenance: tools and procedures to reduce the likelihood of computer component failure and repair costs Procedures to clean and adjust: –System unit –Disk drives –Printers –Keyboards –Mouse /trackball parts –Display screen A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 46

System unit –Remove dust buildup with vacuum cleaner –Test electronic components with diagnostic software –Test battery strength –Check internal and external cable connections Disk drives –Serviced only by qualified technician –Usually replaced rather than repaired Preventive Maintenance (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 47

Printers –Remove dust and paper particles with vacuum cleaner –Keep inside free of ink and toner spills Keyboards –Remove dust and dirt particles with vacuum cleaner or compressed air –Clean keys with lint-free cloth and isopropyl alcohol Preventive Maintenance (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 48

Mouse/trackball parts –Clean rubber ball and contacts inside mouse –Use isopropyl alcohol Display screen –Clean screen regularly to improve visibility –CRT-type monitor case should be removed only by qualified repair technician Preventive Maintenance (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 49

Computer Supplies Maintain inventory of: –Printer supplies –Media –Cleaning supplies –Computer parts Sources –Local office supply stores –Electronics vendors –Mail-order catalogs –Internet vendors A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 50

Managing Recycling of Computers, Peripherals, and Supplies Turnover of equipment poses disposal problems –Hand-me-down strategy –Donate obsolete equipment –Recycle For use by charitable organizations For salvage value of materials Some supplies and peripherals can be recycled Tip: Avoid disposal in a landfill A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 51

Basic steps to install a computer system –Site preparation –Hardware installation and configuration –Operating system and network installation and configuration –Application software installation and configuration –Wrap-up tasks Site preparation steps for computer installations –Location –Ergonomic concerns –Power requirements –Network connectivity –Air conditioning –Lighting problems –Fire suppression precautions Chapter Summary A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 52

Chapter Summary (continued) A Site Management Notebook organizes information about a system in a convenient location Hardware installers : –Assemble a kit of mechanical tools for installation tasks –Follow safety precautions for work inside a system unit Installers develop checklists of installation procedures for: –Hardware –Operating system and network software –Application software –Wrap-up tasks Ultimate measure of installation success: Is the user satisfied? A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 53