These are the common procedures for training a volunteer on their first day of orientation.

1)   Introduce the new volunteer to the VCN Volunteer Homepage and have them sign up for a shift.  Go through the procedure on how to sign up for the shift which would be on the bottom of the page.

2)  Then, go through the Helpdesk Checklist Level 1 with them.

Before proceeding:

Make sure the volunteer knows how to:

• Create a VCN Account under their name and register a VCN account for another person.
• Check voicemail messages and document the message on a ticket

• Use the passwords of everyday operations (, wi-fi passwords, laptop passwords, etc.)
• Answer calls.  For example, “This is Lauren from VCN Helpdesk; how may I help you today?”
• Create a request in the queue
• Reply to a request and use the appropriate signature.
• Check for the MRTG (which is a graph assigned to VCN for dial-up up-time and down-time on a 24-hour basis).

After this:

Go over the main components of the VCN website.  Make sure the volunteer knows how to:

• Open a new VCN account
• Test and setup their own dial-up connection using
• Call back any voicemails left to VCN
• get their own VCN account
• Setup email for multiple platforms (SquirrelMail, Outlook, Thunderbird, etc.)
• Troubleshoot incoming/outgoing e-mail problems

Spam processing guide:

• Open the ticket
• Click the Basics under the navigation
• Change the queue to spam
• Click save changes

Volunteers can advance to Network Administrator Level 1 and 2 once they have mastered the Helpdesk procedures.