Tag Archives: Helpdesk

Changes at the Helpdesk

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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.

Welcome, Bread Loaf and Language School Students!

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We’re glad to have you here this summer.  Library and Information Services (LIS) offers a variety of research resources and technical support.
You’ll find starting points for our services online:
Let us know if you have any questions! For library assistance, ask a librarian (see Ask Us). For technical support, contact the HelpDesk (helpdesk@middlebury.edu, 802.443.2100, or the Walk-in Center on the Main Level of the Davis Family Library).

Helpdesk – Limited Service Hours today (May 24)

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The Technology Help and Support Desk will have limited hours today. The Call Center will be open from 12Noon today to 5:00pm at x2200. The Helpdesk Staff will be taking this time in the morning to acclimate to its new location in LIB125. Thank you in advance for your understanding.

– James Beauchemin
Helpdesk Manager

Technology Helpdesk Relocation

Come Monday May 17 the LIS Technology Helpdesk will be relocating from LIB135 to LIB125.  Our actual move of Helpdesk functions will begin Friday May 14 at 3:00pm.  While the Helpdesk functions are being relocated to LIB125 the Helpdesk Student Consultants located at our Walk-In Helpdesk Center in LIB202 will be open for business to receive calls and process problems.  The staff during the relocation will be engaged in the move.  There should be minimal impact to our users during this move and we are confident that we will be back in full operation late Monday morning May 17.  Thank you in advance for your patience and understanding during this transition time.

James Beauchemin x2019
Technology Help and Support Manager

Student Printing Allotments to Roll-Over

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Students…

I am writing with good news concerning your print quota.  Based on student feedback, we have decided that you will be able to roll over your print allowance from term to term until you graduate (or depart) from Middlebury.

This means that the amount you have in your account as of the end of May will be added to your fall quota.  A first year student who ends the spring term with $5 in her account will have $30 upon her arrival on campus for the fall semester.  A fourth-year student with $1 in his account will start the fall with $51.  For those attending Language Schools, you will see the roll-over appear in your summer allotment.

We hope this change to our policy will help make the new printing policy less expensive for you, as it will allow you to cover the costs of printing for a print-heavy year with savings you might enjoy in a year when you have less printing.

Best wishes,

Michael Roy
Dean of Library and Information Services

Wireless on campus

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A new wireless network access method has been created on campus which promotes better connectivity to Middlebury resources.

The new wireless access (SSID) is: MIDD-STANDARD.  Currently many users access our wireless network by turning-on their laptop and automatically connecting to midd_unplugged.  Although this is an easy connection for many this particular wireless access point is becoming saturated with connections and performance is degrading.  There is no security on midd_unplugged; using it puts your data at risk.

Connecting to MIDD-STANDARD will improve your networking performance, provide added security and help us reduce the loads on midd_unplugged so that our guests will continue to have a viable Internet connection when visiting.

To connect to MIDD-STANDARD you will need to contact the Helpdesk at x2200 for the key. You will then go into your wireless network console on your laptop and select MIDD-STANDARD from the list.

NOTE: if you are already on midd_secure we recommend you stay with this access.  Your Middlebury sign-in credentials will be the key for access and will not change.  MIDD-STANDARD’s key may change from time to time requiring you to re-authenticate to the network.

If you have any questions, please contact the Helpdesk at x2200.

Saving your data to MIDDFILES

The Technology Support Helpdesk would like to take this opportunity to again remind the campus user community to please save all personal and work related files to their MIDDFILES personal space (on a Windows computer this would be your U drive in File Explorer).  We have had a rush of computers recently come into the Helpdesk with failed hard drives.  In some cases we were unable to retrieve any information from those failed drives, leaving the user with no means of data recovery.  The risks you assume by not using MIDDFILES are significant when a hardware failure occurs on your computer.

To protect yourself and your data it is highly recommend you immediately start relocating your data to your MIDDFILES personal account.  You may visit the Technology Help and Support website (shortcut: go.middlebury.edu/helpdesk) for more information on how to use MIDDFILES.  You may also want to visit our Wiki resource link for proper MIDDFILES and DFS usage:  Backing Up My Files.

If you have any questions please call the Technology Help and Support Desk at x2200.

James Beauchemin
Technology Support Helpdesk