Skip to end of metadata
  • Created by Former user, last modified by Former user on Aug 07, 2014
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 10 Next »

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.

Personally-Owned Computers

Although we at the Help Desk want to offer the highest possible customer support, due to liability reasons, we can work on these issues and related problems on personal computers only in a very limited scope.

Basic Instructions:
  • We do not do any hardware support of any kind, e.g., failed hard drive, broken screen, missing keys, etc.
  • We should not take any passwords, even those local to the computer
  • In all circumstances, if at all possible, the customer should stay at the Help Desk during the entire process to oversee, unless they want to leave while a scan is running.
  • Help Desk employees should touch the personally-owned computer as little as possible. We can talk the individual through the process and offer suggestions, but they will have to actually do the work 
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)
  4. Reset browser(s) (linked website needs updating)
  5. Restart computer
  6. 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

  1. Run Sophos AntiVirus
  2. If this does not solve the issue, assign the case to Help Desk Specialists

Adjunct Faculty Personally-Owned Computers Used for Bethel Employment

Personally owned faculty computers fall under the same support policy as student owned computers.

 

  • No labels