One commonly accepted truth of technology, whether it’s as complex as a supercomputer or as simple as an iPod, is the inevitable occurrence of glitches, bugs, malfunctions and crashes.
Thankfully, the University has a system for solving some of the irritating and panic-causing problems.
When students have problems with personal computers, PAWS or wireless Internet, they have the option to seek help at one of the University’s three student-staffed computer help desks.
Located in Middleton Library, the Student Union and in the Frey Computing Services Center, the help desks are attended by student workers and analysts who can solve many common computer problems.
Although the help desks are unable to assist with hardware or virus-related problems, they most often cover issues with wireless connection and PAWS password resets, said Stephanie Suarez, computer analyst and User Support and Student IT Enablement manager.
“If you have a problem, you can come in, and we’ll try our best to help you,” she said. “The help desk covers a lot of topics, and all of the services are free.”
Students with virus-related issues are directed to TigerWare, where they can find protection software.
In addition to working with personal computers, the help desk is also capable of solving gadget problems with products like iPods, iPhones and BlackBerries.
Help desk employees are student workers who are hired for their customer-service skills and go through training to be able to assist students. Prior technology knowledge is encouraged but not mandatory, Suarez said.
“There are all different types of majors working in the help desk,” she said. “We let new workers sit with a veteran student worker, and they listen to the different calls that come in. We also have a boot camp twice a year, and there’s always a full-time analyst on duty.”
“Workers rely on past experience and the 13,000 articles available on the GROK Knowledge Base to solve problems,” said Tony Simmons, chemistry junior.
“Employees try to be as formal as possible when assisting students but also laid back, as it is a University service,” Simmons said.
“We do help as much as possible, and people do tend to leave satisfied,” Simmons said.
If workers can’t solve a problem, it goes to an analyst for tier two support, Suarez said.
Derek Luckett, landscape management junior, has been to the help desk in Middleton Library twice for wireless connection problems.
“The help desk has been helpful both times I’ve been in,” he said. “It’s very convenient. I feel like if I have a problem, one way or another they can help me get it fixed.”
 
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Contact Morgan Searles at
[email protected]