Author Archives: Mary Backus

Alert Regarding New Phishing Emails

We have been alerted to some new phishing emails which have been received here at Middlebury. One example is:

Subject: (IRS) Identity Protection
To:
Internal Revenue Service.
Your 2014 1098-T tax Form is now available electronically on Banner Self-Service.

Update your IRS E-file immediately, click here to –
For your protection, this link would expire in six hours.

These messages are NOT legitimate. Please do NOT click on the provided link or disclose any information to the Google form linked to from the message. These messages can be very cleverly disguised, but we will NEVER ask for any identification information via email, so always remain wary of any such email. More information is available at http://go.middlebury.edu/phish

New Helpdesk Tracking System

Library and Information Services is pleased to introduce our new incident tracking system Web Help Desk. You can now submit incident tickets through the web, check on the status and history of your technology issues, and access a knowledgebase of known issues and troubleshooting steps to resolve common issues.
You can access Web Help Desk through your computer or mobile device. You can still call the Helpdesk at x2200, or email helpdesk@middlebury.edu to receive assistance. With Web Help Desk, if your issue is not resolved right away, you will be able to track its progress, and add notes to it at any time.
You can access Web Help Desk on any LIS webpage where you see this:
request_help
or at http://www.go.middlebury.edu/whd. Log into Web Help Desk using your Middlebury network credentials.

As we solve issues in this new system, we are creating a knowledgebase of frequently asked questions and solutions. These FAQs appear on the ticket submission screen, and may help you solve your most common issues without even needing to submit a ticket.
We hope you find this new service allows us to resolve your technology issues more quickly, and allows you to keep track of the status of your technology requests more conveniently.

Middfiles is now available for use

We are pleased to announce the new middfiles structure is now up and available for use!
Please note the following changes:

You can now access middfiles at:

-for Windows/PC users – PLEASE RESTART/REBOOT your computer first – then you should not have to make any changes, but the new path is \\middlebury.edu\middfiles

-For Apple/Mac users – you will have to use the new server names & paths listed below.

afp://myhome.middlebury.edu (for home directories- your personal folders)

afp://orgs.middlebury.edu (for ORGS – your department folders)

afp://classes.middlebury.edu (for classfolders and curricular resources)

afp://shed.middlebury.edu (for software, studentorgs, committees, specialprojects, and others not mentioned above)

For more information on file servers and connections contact the helpdesk. helpdesk@middlebury.edu

Lisa Terrier named Helpdesk Manager – Service Requests

Lisa Terrier has been promoted to Helpdesk Manager – Service Requests. Lisa has been working in Service Requests for several years, and she was previously the manager of the Labs and Distribution workgroup. The other members of the Service Requests group, Nate Burt, Cindy ‘Pij’ Slater and Mack Roark will report to Lisa, along with the successful candidates for our two open positions. Lisa joins the team of managers in User Services: Peggy Fischel, Joe Durante, Dan Frostman and Petar Mitrevski.
Please join me in congratulating Lisa on this well deserved promotion.

Middfiles maintenance and restructuring

Middfiles will be unavailable this Sunday June 3 from 7am- noon EST for maintenance. During this time we will be re-architecting middfiles into 4 separate servers to minimize future disruptions and speed up future recovery processes.

PC/Windows users should not experience any changes.

Apple/Mac users who have drives mapped to middfiles will need to know the names of the new servers to re-connect. We will send out the changes in a future message and we will also post them to our outage/alerts page at http://www.middlebury.edu/offices/technology/help/alerts

Changes at the Helpdesk

There have been some changes in the Helpdesk structure that I would like to make you aware of. First, after managing the Helpdesk for over two years, Jim Beauchemin is taking a break from management and stepping into a Senior Technology Specialist role. Jim will join the team of Nate Burt, Mack Roark, Brian Foley, Lisa Terrier and Chris Tangora (who will join LIS in January). Each of the Senior Technology Specialists takes a leadership role at the Helpdesk and shares the duties of working with users in Service Requests, or second tier support. This is the group that takes on the issues that cannot be resolved during the initial phone call, walk in visit or email. In addition, each has unique projects for which they are responsible. Jim has had a tremendous impact on our complex equipment inventory and distribution process, and he will continue to shepherd those important functions, as well as continuing as a system administrator for Heat. Jim will continue to bring leadership and his excellent process management skills to the Helpdesk.

I will be assuming the management of the Senior Technology Specialist group and Service Requests, in addition to my role as Area Director for User Services.

Joe Durante, who joined LIS last year, has been supervising the Student Consultants who work at the Helpdesk. I am delighted to announce that Joe has been promoted to Helpdesk Manager – Call Center and Walk-in. Joe will manage the staff who receive initial Helpdesk calls, emails and walk in visits and resolve as many as possible during that initial contact. Joe will also continue to lead and build our Student Consultant team. Joe brings strong management experience to the management team of User Services, and I am so happy to have him in that group.

We are currently recruiting applications for the open Senior Technology Specialist position recently vacated by Dennis Hadley, and so will continue to see the team grow and evolve.
Please join me in congratulating Jim and Joe on their new roles.