Automation Services
Automation Services staff is responsible for the maintenance and troubleshooting for hardware, software and networking issues. Division staff also reviews the hardware and software needs of all library departments. The division staff recommends the necessary purchases for maintaining the information needs of library staff and library customers. The division staff serves as a liaison contact with technology vendors (primarily Innovative Interfaces) and other campus (Information Resources) and non-campus (ULAC/ANC) entities.
For Hardware or Software Issues
Automation Services (AS) staff acts as a liaison between O'Kelly Library and Information Resources (IR) regarding hardware and software issues. As a result, most necessary troubleshooting should be filtered through AS staff. By centralizing this process, the library can be more efficient.
The Systems Administrator is primarily responsible for administration of the division and interfacing with the server administrator at NC A&T State University. The Systems Administrator is primarily responsible for Innovative system troubleshooting and non-Innovative troubleshooting. The librarians work in concert with AS staff regarding hardware/software, Internet, LAN and Windows issues. If there is a request for general hardware or software services on staff or public computers, the requestor should email the Systems Administrator.
The Library Webmaster is primarily responsible for all library-related web pages. All web-related requests should be emailed to the Library Webmaster.
Problem Reporting
When reporting a hardware or software problem, send an email to the Systems Administrator. Please make sure to describe the problem in sufficient detail for the appropriate person to understand, in case the problem is investigated when the requestor is not present. If someone other than the requestor has more knowledge of the problem, please note this. The impact of the problem on library/departmental operations can also be noted on the form. Responses will be reported to the requestor (person filling out the request). It is up to this person to see that their colleagues are given AS staff's response.
AS staff will try to respond to requests within two working days (Mon.-Fri.) of receipt. Equipment servicing the public will be given top priority.
If the problem cannot be corrected by AS staff, the request will be forwarded to IR as appropriate. This department will then process the request according to their guidelines. AS staff will forward a description of the problem and list the requestor as the contact person.
IR Help Desk
The IR help desk should be contacted for general questions and non-service requests only after contacting AS.
Hardware / Software Orders
All hardware/software orders should be forwarded to the AS. In this way, the division can verify orders and act as a liaison when the orders are forwarded from the library.
Questions?
For questions about particular issues, please contact Cynthia George.
