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Purpose of the Program

The PC Liaison program was established to provide additional front-line computer support to departments for routine computer tasks. The PC Liaisons provide a valuable communication link between the Library IT Division and the general library staff. The Liaisons assist LITSS by communicating new procedures and policies to the staff in their departments. Liaisons will always get a “heads-up” about any major changes that Library IT is planning. Several former Liaisons have gone on to jobs in IT support after cultivating an interest in IT technology during their tenure in the program.

PC Liaisons are not expected to solve every computer problem that might arise in their department, nor are the Liaisons intended to be a replacement for the technical support service provided through the Virtual Help Desk Service.

Scope of Liaison Responsibilities

Hardware – Assist staff in your department with troubleshooting basic hardware problems by checking cable connections and hardware components such as mice, keyboards, diskette drives, and monitors. Liaisons often assist LITSS staff with diagnosing and sometimes resolving hardware issues. LITSS staff may ask a Liaison to assist in the repair by replacing simple hardware components like a failing keyboard or mouse.

Provide help with computer accounts – Liaisons can assist staff in their department with the following tasks as needed:

1. Changing their NETID password
2. Configuring user information in Eudora/Outlook
3. Logging into Meeting Maker
4. Demonstrating the Virtual Helpdesk process for staff member.

Liaisons may also be able to assist staff members with department specific software such as:

1. Configuring and/or logging into the Catalogers Toolkit or OCLC
2. Logging into Voyager and setting user preferences

 Application Software – Liaisons may occasionally be asked by LITSS to assist with the rollout of new versions of software when there is configuration that needs to be done by individual users. Liaisons are often asked to use or test new software prior to departmental deployment to assist LITSS with transitioning users to a new/updated application environment. Liaisons should be familiar with the most commonly used software in their departments well enough to answer questions and sometimes configure basic changes accordingly.

 Eudora/Outlook Email support – Liaison should be able to assist staff in their department with basic email functions such as:

1. Using Eudora/Outlook to log on to accounts, read and send mail
2. Troubleshooting basic Eudora/Outlook issues
3. Configuring Eudora shortcuts and Outlook profiles to access departmental email.

Windows XP Professional – Liaisons should be able to assist staff with these basic Windows skills:

1. Logging into and out of Windows
2. Creating shortcuts on the desktop
3. Searching for files and folders on local and network drives
4. Installing network printers and setting a default printer

PC Liaison Support Provided by LITSS

Training -- LITSS will offer periodic demos, training sessions, and briefings for Liaisons to keep them up to date on supported applications and upcoming changes to the network.

PC Liaison Discussion List – There is a discussion list for the PC Liaisons that is used to announce meetings and to provide updates on upcoming changes to the network. All Liaisons are automatically subscribed to this list and can post messages to the list. The address for posting messages is: pc-liaisons@majordomo.library.northwestern.edu