The document provides an overview of the Classroom and Lab Computing division at Penn State University which manages over 3,100 computers and 100 printers across 53 classrooms and labs. It discusses the supported systems including Apple, Dell, and HP, and describes how repairs are handled either in-house or through vendors depending on if the issues are under warranty. Specific procedures are outlined for common printer problems like paper jams and how to clear them. Training and certification requirements through Dell for warranty part replacements are also reviewed. Sample troubleshooting questions are included to demonstrate proper procedures. New employees will be evaluated based on attaining Dell certification, number of issues resolved in tracking software, and accuracy of troubleshooting abilities.

1. WELCOME TO
CLASSROOM AND LAB
COMPUTING
New Employee Training
Kevin Hough

2. Who are we?
• Division of ITS
• Manage Computer Labs and Classrooms
• 3100 computers
• 100 printers
• 53 rooms

3. Where are we?
clc.its.psu.edu

4. Supported Systems
• Apple
• Dell
• HP

5. Computer Repairs
• In-house
• All Dell repairs
• Non-warranty Apple
• Non-warranty HP
• Vendor
• Warranty Apple
• Warranty HP

6. Dell Repairs
• Warranty Parts Direct
• Free parts
• Pay us for our time
• Yearly certification tested on:
• Printers
• Laptops
• Desktops
• Servers

7. Common Printer problems
• Paper jam in fuser

8. How to clear fuser jam
• Let printer cool. Internals can be up to 500 degrees
• Remove the redrive assemble by removing 2 screws and pulling from the top
tabs.

9. Clearing fuser jam
• After redrive assembly is removed, remove the fuser and clear the paper path.
• Disconnect cables
• Pull fuser out gently

10. Warranty Parts Direct Certification
• Dell certification
• 3 tests
• Retested yearly
• http://www.learndell.com/
• Order parts
• https://www.dosd.dell.com/

11. Sample Question #1
• When removing a fuser, which parts need to be
removed/disconnected prior to the fuser?
A. Toner cartridge
B. A/C power cord
C. Redrive assembly
D. Fuser wiper cover
E. Outer Shield

12. Correct Answer
• B, C, D
• Units should always be unplugged
• Redrive covers the fuser
• Fuser wiper cover sits on fuser (trick question)

13. Sample Question #2
• If a computer bios allows it, you can boot from a USB
device
A. True
B. False

14. Correct Answer
• True
• Our images are now stored and dispersed through USB drives.

15. Sample Question #3
• An Apple iMac will not boot. You should:
A. Check plugs
B. Reset the System Management Controller (SMC)
C. Replace the hard drive
D. Re-install software image

16. Correct Answer
• A, B, and D
• Most of the booting problems with Apple iMacs relate to power
management.
• Is it plugged in?
• Resetting SMC, resets the internal power supply. This can become
corrupt after power outage.
• Re-install software image if hardware checks out.

17. Evaluation
• You will be evaluated on:
• Attain Dell certification within 60 days of start date.
• Number of closings in JIRA (issue tracking software)
• Accuracy of troubleshooting
• Does same problem get re-issued multiple times
• Level of expertise involved