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About TST
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The Technology Support and Training unit is responsible for providing support for all libraries and museum staff technology, including computers, peripheral devices, and productivity software, such as Microsoft Office 365. This unit also provides support for staff conference rooms and event spaces, including support and design of audio-visual components.

The Team

Name

Role

Organization Position

Onsite

don.howard

Desktop Consultant, Senior

Technology Support

T, Th

Paul Preyer

Desktop Support, Lead

Technology Support

M, W

Jack Thomas Scott

Head of Technology Support and Training

Unit Leadership

M, Th, F

Cari Lovins

Director of Digital Programs and Client Services

Department Leadership

Flex

Rosalyn Metz

Chief Technology Officer

Division Leadership

Flex

Our Customers

We support the technology and spaces for staff and student workers in the following areas:

EmTech Library Service Center

https://libraryservicecenter.org/

Goizueta Business Library

https://libraries.emory.edu/business

Michael C. Carlos Museum

https://carlos.emory.edu/

Robert W. Woodruff Library

https://libraries.emory.edu/woodruff

Stuart A. Rose Library

https://libraries.emory.edu/rose

Woodruff Health Sciences Center Library

https://libraries.emory.edu/health

Our Services

Table of Contents

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Desktop Support - Customer Support

Desktop support is a service that helps customers with their computer-related issues. It involves troubleshooting and resolving problems with hardware, software, and network connections to ensure that computers and other devices run smoothly.

Key tasks include:

  • Installing and Configuring

Systems

  • equipment and software: Setting up new computers, devices, accessories and software so that everything is ready for use

.Hardware Installation and Troubleshooting: Installing and fixing issues with computer components like monitors, keyboards, and printers

  • .

  • Troubleshooting Issues: Fixing any technical problems that arise, whether it's a software glitch or a hardware failure.

  • Software Installation, Updates and Troubleshooting: Installing, updating, and fixing software applications to keep them running efficiently.

    • User Assistance: Providing direct help to customers who are experiencing technical problems, either remotely or in person, to quickly resolve their issues and minimize downtime.

    • Documentation and Training: Creating guides and training materials to help users understand and effectively use their systems and software.

    • Purchasing Equipment and Software: Assisting in the selection and procurement of new hardware and software to meet the organization's needs.

    • Managing Surplus Equipment: Handling surplus equipment by repurposing, recycling, or disposing of it in an environmentally friendly manner.

    Desktop Support - Systems Administration

    Desktop support - systems administration ensures that all computers and devices in an organization run smoothly. It uses tools like MECM, JAMF, Active Directory, and Group Policy for tasks such as remote control, patch management, software distribution, operating system deployment, and inventory management.

    Key tasks include:

    • Maintaining Software: Regularly checking and updating operating systems and 3rd party apps to prevent problems before they happen.

    • Implementing Security Measures: Protecting the company's data and systems from cyber threats by installing security software and monitoring for suspicious activity.

    • Managing User Access: Ensuring that employees have the right access to the systems and data they need while keeping everything secure.

    • Automation: Using automation tools to streamline repetitive tasks, such as software installation, configure user and computer settings, and manage printers across multiple devices.

    • Reporting: Generating reports on system performance, issues, and maintenance activities to keep track of everything and make informed decisions.

    Audiovisual Support

    Training

    Purchasing

    Lending

    Surplus