The Middlebury Blog Network » Helpdesk

Library and Helpdesk Hours for Memorial Day Weekend

Dan Frostman — Wed, 23 May 2012 13:10:45 +0000

The Davis Family Library and Helpdesk is open 9-5 for the rest of this week, including Saturday and Sunday. The library and Helpdesk will be closed Monday for Memorial Day, then open 9-5 the rest of next week.

The Armstrong Library is open 9-5 the rest of this week, then closed Saturday, Sunday, and Monday.

For a full listing of library and/or Helpdesk hours, please consult go/hours.

New Helpdesk Website

Benjamin Molberger — Thu, 23 Dec 2010 16:06:08 +0000

The new Helpdesk website (go/helpdesk) is live. Our goal is to make it as easy as possible for you to find the information you need. We hope to accomplish this with:

Improved navigation – our information is broken down into major categories; choose the category that makes the most sense for your issue, and
A “Search Help” search box on our homepage; type in a search and get results only from our site and our wiki documentation. (Note: this will be more effective after Google has a chance to index the new site, and should work properly after break.)

If you have go shortcuts or bookmarks to pages on our site, they may no longer work. If you can’t find what you’re looking for, or just have comments about the new site, let us know. We want to make your experience on our site as enjoyable as possible.

Changes at the Helpdesk

Mary Backus — Mon, 13 Dec 2010 20:35:54 +0000

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.

“Orange” You Glad It’s Friday?

Cynthia Slater — Fri, 24 Sep 2010 17:02:43 +0000

Members of User Services show their colors. Feel left out? Join us in the wearing-of-the-orange every Friday.

Welcome, Bread Loaf and Language School Students!

Carrie Macfarlane — Fri, 18 Jun 2010 14:57:17 +0000

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:

Find Books, Articles… – Find library resources and start your research
Tech HelpDesk Quick Start – Connect to email, Middfiles, printers and more

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).