Who To Call List
- Keith Engwall
- Lauren Busser
- Brendan Aucoin
Owned by Keith Engwall
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 | | The Media Center provides video and audio |
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 | |
| 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 | ||
| 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 | |||
| 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 | |
| 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 | 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 | 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 | |
| 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 | ||
| 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 |