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Summary

It is almost unavoidable that you or someone you know will experience a virus or malware attack on their computer at some point. This article outlines the proper procedure and Policies of the Help Desk in supporting users through this.  
For information on protecting your computer and remaining vigilant against threats, please see Computer Security and Safety Information.

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Process and Recommendation

1. Go into the list of installed programs and uninstall possible suspect programs. This may include, but is not limited to, toolbars, bloatware, and any suspicious-looking programs the computer's owner is not familiar with.

2. Run Malwarebytes and SUPERAntiSpyware.  Install both programs, and run them one at a time, alternating between them multiple times. Delete or quarantine all threats until both scans come up clean. If the customer's computer will not connect to the internet, both of these softwares are also on flash drives and stored in the Help Desk Checkout Equipment box.
3. Run Windows Defender(built into Windows 8), or Microsoft Security Essentials(Windows 7)
   Reset browser(s) (linked website needs updating) 
4. Restart computer
5. If the above steps are not successful:
   • If the computer is under warranty, refer the customer to their computer's manufacturer or the store where the computer was purchased
   • Refer the customer to a reputable repair shop. The Help Desk usually suggests, not endorses, Computer Revolution:
      Computer Revolution
      2335 Fairview Ave N, Roseville, MN 55113
      (651) 633-6600
       http://www.comprev.com/

Bethel-Owned Computers

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