How to use this List

Scan the issues list for your issue
try contacting primary contact first
if not available, try secondary contact
If not, email or leave a Teams message for the primary contact so they can take care of it upon return.

Contact Info

Contact	Work	Notes / Hours
ITS Helpdesk	Location: Library, Room 230 (Main Floor) x4069 \| itshelpdesk@fairfield.edu	Mon-Thur: 7:45 AM - 7:30 PM \| Friday: 7:45 AM - 5:00 PM, \| Sunday: 4:00 PM - 8:00 PM.
Lauren Busser (LB)	x2651 \| lbusser@fairfield.edu	M-F: 8am to 4:30pm \| WFH Mon & Thurs
Stagcard Office	x4009 \| stagcard@fairfield.edu	M, W, Th: 8:30 AM - 4:30 PM \| Tues: 10:00 AM - 6 PM \| Fridays (Summer): 8:00 AM - Noon
Ryan Business Systems (It's a company, not a person)	1(860)842-1916	Canon printers. Please specify machine ID (see sticker)
CBS (CT Business System)	Service: 1(800)648-4236 Supplies: 1(800) 842-0009	Student copiers. Please specify machine ID (there's a sticker on copier)
EMS (Bridget Dalen)	x2904 \| bdalen@fairfield.edu	M-F Usually 9:00 - 5:00
Media Center (Kirk Anderson)	x3082 \| kaanderson@fairfield.edu	The Media Center provides video and audio production services, event support, and A/V technology design and instruction. Email us or give us a call 203-254-4000 x2697
DPS (Department of Public Safety)	x4090	For all "actual" emergencies.
Facilities Direct Line (Diana Lovanio)	x2331	For work orders that need to be put in and expedited (i.e. severe building damage, hazardous work environment) Office is usually staffed 8am-5 pm
ABM Custodial 24/7 Hotline	(203) 395 - 3992	For "emergency" custodial assistance (i.e. bathroom horror story, fallen ceiling tile that needs clean-up)

Issue List

Issue	Issue Details	Primary Contact	Secondary Contact	Note
Labs	Public Computers (main floor, café, 250)	Lauren Busser	ITS
Labs	Lab 114	Lauren Busser	ITS
Rooms	All issues with EMS reservation system: public reservation kiosks, login issues to EMS, etc	Sylvia Hurlburt	Kelsey/Melissa	Contact Sylvia and Kelsey first, Bridget is for whole campus support
	Library Conference room (304)	Lauren Busser	ITS
	~~Virtual Reality Room (326)~~	~~Lauren Busser~~	~~ITS~~
	Research Consultation Room	Lauren Busser	ITS
	~~107 C~~	~~ITS~~	~~KE /~~ ~~Sylvia~~ ~~(x2234)~~	~~https://wiki.fairfield.edu:8443/x/7oBS~~
	Multimedia 101	ITS	Lauren Busser
	Collaboratories, Grad Study, and Group study rooms A/V	Lauren Busser	ITS	https://wiki.fairfield.edu:8443/x/_gGp
	Diffley (Bellermine) / Other campus rooms	Media
WEPA Printing	Kiosk down, out of paper, jam (refer all complaints & issues to ITS helpdesk -- nothing we [Library] can do about it)	ITS	If help desk is closed, see note	email: help@wepanow.com and CC wepa@fairfield.edu or call x4069 (WEPA on-call tech usually here Mon-Thu) and refer user to help page https://wiki.fairfield.edu:8443/x/xgHO Please Include Kiosk# when reporting issues: see status: http://cs.wepanow.com/000fairfield181.html
	student needs refund - contact WEPA directly	WEPA		1-800-675-7639 , help@wepanow.com, or Live Chat at wepanow.com
	how to install WEPA drivers	ITS		http://support.wepanow.com/category/faqs/ftop-print-driver/
Printers	New Canon Printer: physical issue e.g. need toner / jam / hang	Ryan Business Systems	ITS
Printers	New Canon Printer: printing issue/questions e.g. how to print to en envelope	ITS	Lauren Busser
Stag Card	for StagPrint, balances, problem w/ Stagcard reader at circdesk, Stagcard machine in Café	StagCard Office		Leave DETAILED VOICE MESSAGE- YOUR NAME & DETAILS
Non-Library-Owned Devices/Services	Hardware related issues for personal / university-provided devices / phone charger station in the Cafe	ITS
	Internet, wireless connectivity, virus and spyware problems	ITS
	NetID login, my.Fairfield, Blackboard, Email	ITS
Library-Owned Devices	Loaner Laptop / iPad	Lauren Busser	ITS
	Tech Equipment for Circulations	Lauren Busser
	Lookup computers	Lauren Busser
	Staff computers - generic problem e.g. no internet, slow computer, virus, email	ITS	Lauren Busser
	Staff computers - Library-specific issue e.g. Alma, Barcode Scanner	Lauren Busser
	OWL / webcam	Lauren Busser	Brendan Aucoin	See Wiki for setup and storage information
	Staff iPad (all issues)	Lauren Busser	ITS
Misc Equipment	Scannx Scanner	Lauren Busser		Support rep from CCP is is Brian Hart, bhart@ccpcopy.com Product manual can be downloaded from Wiki
	Gate Counter	Lauren Busser		See Wiki for instructions on checking/replacing batteries
	Microform Equipment	Lauren Busser	John C. (x2135)	See Wiki for basic instructions
	Digital Signage (Lobby)	Lauren Busser		For content issue - Lisa Thornell (x2925). If not displaying correcting, try rebooting the PC (little black box behind monitor), it should automatically login and startup the digital signage software (may be slow). See Wiki for more details.
	2 "Student" Copiers (Xerox)	Lauren Busser	CBS (Vendor)
	Phone / voice mail	ITS	Melissa Clark (x2648)	Hard reset of phone Username: your extension Password: 115599
	Security camera	Lauren Busser	Public Safety (x4090)
Library Website / Blog	e.g. broken links, typo, wrong hours, forms, library tasks in my.Fairfield	Brendan Aucoin	Lauren Busser	For non-emergencies, fill out a ticket. If Brendan Aucoin isn't available and it's a website-wide emergency, Robert Bove (Director of Website Development, x3128, rbove@fairfield.edu) or ITS may be able to help.
Library Systems	Alma / PrimoVE	Brendan Aucoin		Ex Libris support: https://support.proquest.com/
	ILLiad	Brendan Aucoin		OCLC Support: 1-800-848-5800, support@oclc.org John Cayer can reach out to OCLC in an emergency
	Off-campus access, EZProxy, IP	Brendan Aucoin		~~Server issue: If EZProxy is down and Brendan is unreachable,~~ ~~contact ITS with the following server information~~ ~~(hostname: vmw00251,~~ ~~IP: 10.13.6.49,~~ ~~domain: libdb.fairfield.edu),~~ ~~they can check the SSL cert and logs~~ ~~from the messages.txt file in ezproxy.~~ Vendor issue: OCLC Support: 1-800-848-5800, support@oclc.org
	~~CONTENTdm~~	~~Lauren Busser~~		~~No longer supported by vendor.~~ ~~If search is down (results in error) and KE~~ ~~is not available,~~ ~~ask ITS to restart the CONTENTdm services on vmw00252.~~ ~~For CONTENTdm content - Elise (x2892)~~
	Digital Commons	Nicole Jurgot	Brendan Aucoin	Pending Schol Comm Librarian
	LibGuides: technical	Brendan Aucoin		Springshare support: https://ask.springshare.com/ask
	LibGuides: content	Emily (x2184)		Springshare support: https://ask.springshare.com/ask
	Ebook / Databases	Ann (x2644)	John Novak (x2039)
	After Power Outage - wifi & etc.	ITS	Lauren Busser	Internet / Wi-Fi should comeback in 15-30 minutes - if not contact ITS
Non-Tech Related	Facilities issue e.g. lights out, carpet strains, holes in the wall, graffiti, broken furniture	Kelsey (x2189)	Sylvia/Melissa
Everything Else		Lauren Busser	Brendan Aucoin
Book Donations		Catherine	(STR) Sylvia

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