Employee Directory
Support and Solutions Analysis
About
The Library Information technology support unit maintains computer hardware and software necessary for ongoing work within the Libraries and coordinates technical support, technology training, and computing consultation and procurement activities for the Libraries.
Software
- Library-specific software such as ILLiad, Macro Express, FileMaker/Access databases
- Campus-wide software and operating systems including Windows7, Mac OS X, MS Office Suite, Google email and calendar, Box, Sharepoint and Netfile space
- Procurement and administration of individual software titles
- Troubleshooting malware and viruses
Hardware
- Purchase, install and repair PC, printers, etc. for faculty, staff, and public areas
- Pharos/Xerox printer coordination
- Network jack coordination: activation, troubleshoot, repair
- Inventory management as hardware moves from one location to another
- Develop Mac image: deploy PC and Mac images
- Coordinate disposition of obsolete hardware
- Manage VoIP phones
Other Services and Functions
- Loanable equipment: laptops, projectors, cameras, headphones, etc.
- Event support: setup and keep things running
- Special services: Print documents on plotter, develop graphics for projects, web editing assistance, etc.
- Communication: ULON and other IT-related communications
- Training: Customized training one-on-one or group
- Budget: Manage IT budget in collaboration with Program Director and Library Finance group
- Development: Test new technologies and equipment
Contact
Members
Rob is the manager for the Library IT Support Unit of Hesburgh Libraries (LIB-ITS). In his role, he is responsible for providing leadership and consultative services for current and future IT-related hardware, software, services, training, and budgets for the Libraries. LIB-ITS staff of four support well over 1000 IT hardware devices including Mac and Windows PCs and peripherals, printers, open-book scanners, plotters, etc. The unit is also responsible for VoIP phones.
Managerial
- Lead and manage a team of four IT Support Coordinators who provide a wide variety of IT services
- Overall responsibility for providing "Service Excellence" to Library faculty, staff, and students
- Collaborate with OIT and other IT units across campus in networking, software images, security, CWP, Pharos printers, and rollout of new products such as Google.
IT Budget
- In collaboration with Program Director and Finance Group, develop ongoing annual IT budget
- Based on budget, manage purchases, maintenance, and replacement of IT hardware and software
Training and Development
- Support LIB-ITS staff as they learn and innovate in order to provide new and better services to Libraries
- Develop training opportunities for Library faculty and staff to improve their IT skills and embrace new software and technologies
IT Support
- As a working manager, Rob is frequently "in the trenches" providing direct support to faculty and staff
- As a manager, he monitors progress on existing support tickets and emerging issues
Kim is an IT Support Coordinator in LIB-ITS, the Library IT Support Unit of Hesburgh Library. She supports computer hardware and software used by Library faculty, staff and students in a mixed Windows and Macintosh environment. In addition to providing general support, Kim is the person primarily responsible for support of Xerox/Pharos printers, Reference area PCs, and specialized IT equipment. She is our primary go-to person when it comes to moving faculty/staff from one place to another.
IT Support Specialization:
- Xerox/Pharos printers: Kim monitors status of public printers, coordinates maintenance, repair, and is the laiason between the Library, OIT, and Xerox.
- Reference Area: Serves as liaison between Library and OIT in the Reference area shared environment. Leads discussions aimed at solving problems and providing better services.
- Specialized equipment: Coordinates purchase, maintenance and repair of open-book scanners, microfische scanners, and other specialized IT equipment in public and staff areas.
- Moves: Coordinate with Library Facilities, Network Engineering, Telecommunications and others to facilitate moving faculty and staff from one area of the Library to another.
