The Mudd and Me: Technology Services Helpdesk

IT Technology Specialist Blong Lee.
Photo By Hannah Burgess.

For any student in a technological fix, the Technology Services helpdesk, located on the Seeley G. Mudd Library’s second floor, is the go-to spot for a quick resolution to an issue.

Technology Services can sometimes be confused with Technical Services, however, the two are distinctly different departments located within the Seeley G. Mudd Library. Technical Services is located on the first floor of the library, behind (often) closed wooden doors in the back near the Makerspace.

According to the Technical Services webpage, “Technical Services is where library materials are ordered, received, cataloged, and processed. This is also where the library’s electronic systems, including the library catalog and electronic databases are maintained.”

Technology Services, on the other hand, is found on the library’s second floor, with a stated mission to “provide the campus community with reliable, up-to-date computing and networking services in support of teaching, learning, living, and administrative activities at Lawrence.” Technology Services offers many resources, one of the most immediately visible and useful to students and faculty alike being the helpdesk.

Staffed by rotating technology specialists Monday through Friday from 8 a.m. to 5 p.m., the helpdesk gives students ample opportunity to receive help with any technology-related issues. While students can take computers and other devices directly to the desk in Room 201 of the library, emailing or calling 920-832-6570 to speak with a specialist about any questions or issues is also an option. IT Technology Specialist Blong Lee explained further aspects of Technology Services beyond the Helpdesk.

As an IT Technology Specialist, Lee first described what this position typically entails, explaining, “I am part of the Service tech group that helps resolve PC/Mac issues, setting up AV room equipment, and setting up and deploying laptops/desktops of different operating systems.”

While not specifically a helpdesk worker himself, Lee explained some of the ways in which helpdesk workers can assist Lawrentians with problems: “Usually the helpdesk resolves issues on software and hardware installs, internet WiFi/Ethernet issues. More technical issues can be escalated to upper IT teams [such as] Networks, Securities, Emails and so on.”” Along with specializing in the issues which Lee mentioned, IT aids in a myriad of technological issues on campus.

IT helps on many levels at Lawrence, aiding faculty, staff and students. For Lawrence’s faculty and staff, Technology Services deals with loaning equipment such as iPads and computers or projectors to classrooms, connecting devices and email accounts to the Lawrence WiFi and Office 365 accounts and monitoring security within the sphere of Lawrence’s WiFi and the emails and attachments.

Students can also access many of these services, as well as information on how to install anti-virus software, create student organization email lists and even discover potential jobs with Technology Services. Other possibilities include completing an online security training course and submitting digital posters online, which can then be displayed on the various display boards found in places on campus such as the Seeley G. Mudd Library, Warch Campus Center and Buchanan Kiewitt Wellness Center. Most of these resources, as well as extensive answers to questions faculty, staff and students may have, can be found on the Technology Services website linked from the Lawrence homepage.

Lee added some personal notes about working for Lawrence’s Technology Services program. Like many IT specialists, Lee has some amusing stories of people needing assistance with easily solvable issues. One such incident, Lee explained, occurred when, “[I] came across an individual who constantly called about computer issues, but found out that 50 percent of the time the computer was either not powered on or was on ‘sleep’ mode.”

Lee also mentioned why he chose bring his expertise to Lawrence University. Lee personally enjoys working for Lawrence’s Technology Services because of the community. “I get to interact with students, faculties and staff. [In] previous jobs, I hardly got to meet anyone face to face as interaction was remote,” Lee explained, exemplifying an obviously friendly and helpful attitude towards contributing to the Lawrence community.

While Lawrentians are likely to already be at least somewhat familiar with the helpdesk from the rush of moving in as freshmen, Technology Services is a resource which is available throughout the school year (as well as during the summer) to assist with any issues which may arise. The staff are well-equipped with the expertise needed to troubleshoot problems, and often students are able to quickly resolve issues that had previously stumped them.