Live in Nor, Cali? wanna live in Nor Cali? Got some mad help desk chops? There is a #Job opening at the local community college, great pay, great benefits and an actual pension! (I know crzy right?)
Here's the listing..
Why do #printers stop working when you need them?
I rarely use mine because I’m so sick but I really need to copy and print these documents.
Worked fine last time I used it several months ago now it’s randomly not feeding paper? WTF.
Not been connected online so no remote access from manufacturer.
I have nobody to fix it. No energy to do myself I’m so exhausted
Recently I did a remote tech support call with someone in Seychelles, south of the equator in the Indian Ocean. Not long after that, I did a remote tech support call with someone in Brunei, in the South China Sea. Now I’m wondering if there’s a niche market for English-speaking tech support in some of the world’s faraway places.
Today a repeat client contacted me via text messaging (RCS). It was in the last half of a Friday afternoon. I was sitting at my desk doing paperwork. I texted back, “I can help you right now, if that works for you.” Their reply was, “Now would be great.” I called them, then connected remotely to their MacBook Air, and took care of the issue. And a little before 5pm, I emailed them the invoice.
The paperwork can wait. Speed matters.
Doing tech support for my mother-in-law is like:
- "What app should I install so I can open PDF files without issues? Adobe asks me to pay them for literally everything, every step of the way..."
- "Oh for Windows 11? Well there is SumatraPDF, KDE Okular, here are links..."
- "OK I'll try that"
* a couple hours later *
- "Unfortunately I can't do it. It is not urgent but if you could help I would be grateful <3"
1/?
“It’s spooky to watch your computer doing things when you’re not touching it. It’s hard to let someone have remote control of your computer.”
I was talking to a client in Colorado yesterday. He was recalling the first time he let me work on his computer remotely from my office here in Seattle.
It does take a certain amount of trust. And right now, I’ll be the one to warn you not to let a complete stranger on the Internet have remote access to your computer! Word-of-mouth advertising and referrals mean a lot.
This morning I did a tech support phone call with an existing client. Based on her area code, I think she’s in California, but I don’t actually know that for sure. It’s kind of humorous! With credit card billing, I have to enter the billing zip code, but I don’t bother looking them up. The location just doesn’t really matter.
Anyway, back to the call. She visited a website for an animal rescue organization. Seems safe enough, right? She ended up with an uncontrollable, noisy pop-up that said her computer was infected. “Don’t turn your computer off!” it said, and it wouldn’t stop beeping.
She did the right thing. She turned her computer off! I’m so proud of her.
At some point, she turned her computer back on, and everything seemed normal. She called me to see if there was anything else to do. An extremely computer literate person in her life had recommended that she do a factory reset on her computer, but she was hoping she wouldn’t have to do that much work.
This is where risk assessment comes in.
I told my client that her advisor was not wrong at all. That was absolutely the safest and best advice.
But, usually those pop-ups are the baited hook, and not the malware. If my client had clicked on a link, or called the “support” phone number in the pop-up, the risk level goes up immediately. Instead, she did the one thing the cybercriminal told her not to do, because it defeats the infection attempt: she turned the computer off.
I offered to reset the browser, but warned her that doing so might delete some saved security settings, and she’d probably have to re-enter passwords on some of the sites she visits. I also told her that she could keep using the computer for a few days without any changes, and if the problem doesn’t reoccur, everything is probably fine.
Remember, the pop-up is the baited hook, not the malware.
For now, she chose to take no action. The call was ten minutes long. She offered to pay. I told her no, let’s call this one customer care. I told her that if she had agreed to have me to reset the browser or run a virus scan, and things like that, I would’ve charged her, but not for answering a few questions.
THE LESSON
The client is the person with the power. Explain options and risks. Let the client make the decision. It’s their equipment. It’s their life. It’s their money.
I could’ve taken advantage of the situation and said, “Oh, yes, your advisor is right! We must factory reset your computer! I’ll help you do that right now!” That’s how I would’ve made the most money today. Instead, I chose to keep a client for life. The money will come.
#MastodonApp #troet.cafe #Helpdesk #Zugriffstoken
Hallo, ich brauche mal Hilfe, eine Info.
Meine Mastodon-App funktioniert nicht mehr richtig. Die Startseite zeigt keine neuen Posts an, Benachrichtigungen aktualisieren sich nicht. Zudem ist das Teilen und Favorisieren nicht mehr möglich, warum?
My favorite thing about Zendesk is not being in Zendesk. These email shortcuts allow me to reply and move on.
This morning an existing client texted me to ask about purchasing the extended warranty for the laptop they’re ready to buy. I don’t sell hardware, but I also don’t charge for this sort of pre-purchase assistance.
I know that I’ll make money setting up the laptop after the purchase. And I know that for the life of the laptop, this client is likely to call me for remote tech support. So I’m happy to take some time over a period of days answering questions about memory, storage, CPU types, brand preferences, and so forth. (I texted the client a list of recommended minimum specs several days ago).
Everything I’ve said above is standard customer care stuff. What I want to emphasize to you with this post is rapid availability. The client texted me at 9:05, and I didn’t see it for about a half hour. Whoops! As soon as I saw it, though, I replied. There’s a possibility that the client is in the store, or has a browser tab open ready to complete the purchase online. They need answers. Part of keeping your clients coming back is the seldom talked about attribute of availability.
(If you’re new to my posts, here’s a little background. I make most of my money every year doing on-site cybersecurity projects for public utilities, custom on-site training for network engineers, and solving specialized problems where the in-house expertise needs a brief boost. But that only happens a few times a year. For instance, my next trip is currently scheduled in August. To fill the time between the big revenue generating gigs, I do tech support for companies that are too small to have a full-time IT staff, and for residential customers. I’m not going to sit around and watch TV all day. I love doing this stuff. It’s fun for me).
Hey #Seattle #tech folks. A friend of a friend is in need of some empathetic helpdesk technician level assistance in choosing a new Windows PC and then getting their data moved over to it from their old machine.
It's probably a hour to gather their requirements and recommend a decent PC and then an afternoon on-site to help them migrate data and install apps.
Preference for female/femme folks as this will be an in-person gig for a woman.
Ahoi,
#Linux Noob verzweifelt gerade.
Ich versuche gerade auf einem Lenovo-Laptop Linux Mint zu installieren.
Bei meinem Asus ROG hatte das einwandfrei funktioniert, hier bekomme ich jetzt beständig den Fehler "GRUB konnte nicht auf /dev/sda installiert werden"
Das "Internet" (Mint-Forum) hat gesagt ich soll Secure-Boot und UEFI deaktivieren. Habsch gemacht, hat auch nix geholfen.
Any ideas?
Für Berliner + Umland:
#jobangebot als IT'ler im Helpdesk für E8
Nur falls ihr gerade auf der Suche seid, in der Justiz wird auch gesucht.
Sonst sind auch immer wieder besonders Stellen für Technische Koordination und Technische Administration offen, dann natürlich E11 bis E12.
"Working in IT is not stressing at all" says Dave, 28 years old 
A 79 year-old man on the East Coast surprised me this weekend. He called me to work remotely on his Windows 7 computer. I think I talked him into upgrading to a new computer with Windows 11. He asked me for recommendations. I gave him the minimum specs I recommend and taught him how to read the specs in the ads at Best Buy. He said he knows a local computer shop, and he thinks he’ll just go in there with the list of specs I gave him and ask them to put one together.
That was the part that shocked me.
He’s in a state on the Atlantic Coast. He knows a local computer shop. Yet he calls me, in Washington State, for tech support.
Okay then. I’m honored, and happy to help.
**GLPI vs iTop vs Znuny: Qual Escolher para o Seu Helpdesk?** 
Escolher a solução certa para o suporte ao cliente é crucial. Veja como GLPI, iTop e Znuny se comparam e descubra a que melhor atende às suas necessidades.
**GLPI vs iTop vs Znuny: Qual Escolher para o Seu Helpdesk?**
Escolher a solução certa para o suporte ao cliente é crucial. Veja como GLPI, iTop e Znuny se comparam e descubra a que melhor atende às suas necessidades.
Do you have a notification telling you some app like #Zoom is “Accessing Your Screen” on #Apple’s #macOS #Sequoia? Well, it seems to be a known bug, and #AppleInsider seems to have a fix. I can’t verify this because I keep crapps like Zoom off my machines. #tech #helpdesk https://appleinsider.com/articles/25/02/26/how-to-fix-an-incessant-x-is-accessing-your-screen-bug-in-macos-sequoia
Q) What's the most dangerous folder in a Windows computer?
A) The default downloads folder.
Okay, if you asked me that question out of the blue, I’d probably say C:\Windows\System32, but just go with me for a minute here.
In the world of small business/home office/residential IT support, moving someone’s data to their new computer is a common task. And, often, the user is the Administrator on their own computer, so they can download and install anything. Anything at all.
Some things I always transfer: Documents, Music, Pictures, Favorites, and so on. But the Downloads folder is a crazy beast. Some people use it as a storage location. They download stuff and just leave it there. Manuals, legal documents, bank statements, all kinds of things. So I have to check, I can’t just ignore it.
But the default downloads folder is also full of executable files, mostly installers for apps and printer driver packages. If the client downloaded a program – maybe a game – that contains a trojan, this is where it will be. The Downloads folder is frequently the home of malware origin files.
(Sidenote: three malware file types you should know about are origin files, loader files, and active files. They exist in various combinations. For example, the origin file may be the active file, but sometimes it’s not, and the origin file may pass a virus scan).
Okay, back to the main point.
When I’m transferring the data to the client’s new computer, I put the contents of the Downloads folder on the screen and ask them, “Do you need any of these files?” Usually, they look confused, and then I know it’s safe to not transfer the Downloads folder’s contents. I don’t care about the app installers and printer drivers, because I’m going to download and install the latest version anyway. The installers in the Downloads folder may be older versions.
THE LESSON
Be wary of the client’s default downloads folder. Transfer any items after evaluating them individually. Don’t just copy the folder contents.
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