The PC Support Specialist will, upon request, install, configure, troubleshoot and upgrade all hardware, software, peripherals and equipment used by PCs registered with the PC Support Program for libraries participating in the optional premium onsite service program.
Service will be provided by telephone, e-mail, remote management, onsite visits or some combination thereof which will lead to the quickest resolution of the problem in the judgement of the PC Support Specialist.
In addition, the PC Support Specialist will provide onsite advice and training for configuring, maintaining, upgrading and purchasing PCs and PC hardware, software, peripherals and equipment. The PC Support Specialist will train local technical representative(s) who will be responsible for routine maintenance.
Libraries are responsible for supplying sufficient authorized software licenses for any software requested to be loaded by the PC Support Specialist. Neither NOBLE nor the PC Support Specialist condone, nor will they knowingly load, unlicensed software.
Priority is placed on transaction workstations and core software, including current Windows versions, supported Web browser(s), security software, PC management and library system clients. In general, the PC Support Specialist will attend to service needs in the following order:
- (1) Troubleshooting of equipment whose failure causes several or all PCs in a library to lose network connectivity (in conjunction with our network provider).
- (2) Troubleshooting catastrophic failures of PCs that are critical to day-to-day library operation. This pertains mostly to circulation PCs and PC management consoles but could extend to other types as well, depending on the circumstances.
- (3) Troubleshooting all other types of PCs and peripherals.
- (4) Installing and configuring new PCs and reconfiguring existing PCs.
- (5) Consulting and training.
Service for monitors and power supply units is limited to troubleshooting and replacement and does not extend to actual repair.
The PC Support Specialist will not run cables or perform any other work requiring a licensed electrician or other tradesman.