Technician Responsibilities, Expectations, and Behavior

1. Courtesy Counts, be polite, patient and well mannered. Just as doctors have to work on their bedside manner, technicians need to maintain good "deskside manner".
2. Leave no footprints. Everything should be as it was when you leave a station, including things within the computer and those on or around it.
3. Treat users with respect and patience. A tech is a tech because he/she knows more about the computers than the average user, forgive those with less experience and share your knowledge with them. Keep it simple.
4. Do not take chances with someone else’s data. If you are in ANY WAY unsure how to resolve an issue, consult others, consult books, consult online databases (such as MS Technet).
5. Should you need to research an issue, inform the user as to what is the time line for resolution, don’t leave them hanging. "I need to research this issue a bit more, Mr. Smith, I will be back in an hour (tomorrow, next Tuesday, next week, whatever) to either resolve this issue or give you a better estimate as to when it will be resolved."
6. Don’t interrupt a teacher or other users while they are busy. Be patient.
7. Do not disrupt a class, do not interact with the students, do not allow others to be distracted from their work to watch you and thus distract you. You are at that location with a job to do and they are there with a job of their own. If they become sidetracked even without coercion, you and the rest of the tech team members will take the blame.
8. Do not install any software without confirming that the machine is licensed for it. Do not take the users word for it, consult the person in charge of licensing.
9. Should you encounter any unhappiness from the user, any hostility, leave. Leave politely. Find a supervisor and CALMLY discuss the issue. Do not alter the events to make yourself look better, just tell them what the situation is. Anything you leave out or misinform them about will come back to bite you.
10. Be prepared, bring your tools and software. An example, if you are going to investigate a network issue, you should bring with you a network cable, drivers, a replacement card (and screwdriver) if available, any network setting information you may need, and anything else relevant. This is just a small example, you will need to learn how to respond efficiently to all manner of problems over time, any tricks you may learn should be shared with the team.
11. Remember the 12 steps of troubleshooting. Start simple and expand out. Do not assume you know what the problem is. Confirm that you are correct before ‘fixing’ it into a bigger problem.
12. Be Patient and Good Luck.