User and Systems Support
The User and System Support (USS) unit is dedicated to providing high quality and efficient day-to-day technical support for the University of Maryland Libraries’ technology services, servers and products across our customer base of faculty, staff, and students.
In addition to providing user support for UMD Libraries, USS also provides system administration and user support services to the broader communities of the University of Maryland and the University of System of Maryland and Affiliated Institutions (USMAI) Library Consortium. Services include system administration, helpdesk support and system consultation.
The User Systems and Support (USS) office functions as the single point of contact for students, faculty, staff, and the general public who make use of the Libraries’ equipment. We answer direct questions and resolve problems associated with supported software and hardware. We support approximately one thousand machines that run on Windows and Mac operating systems, in all seven libraries on campus. We also assist with the circulation, repair, and replacement of equipment under the Libraries’ Loaner program for students. The equipment includes laptops, solar cameras, e-readers, headsets etc.
We utilize a commercial ticketing system to manage collection and tracking of the reported issues regarding applications or individual equipment. Once a ticket is created, it may be directed to other staff in the Digital Systems and Stewardship division if necessary.
We strive to resolve a user's issue on the first contact. When this is not possible, we will promptly communicate the issue to the appropriate specialist within Digital Systems and Stewardship to provide the expected turnaround time to the customer. We continually aim to improve our services by requesting and acting upon customer feedback as well as implementing new tools and technologies to better serve our customer base.
The aim of System Support is to provide a stable, secure, productive computer environment that allows the various units in the Libraries and DSS to achieve their educational, research, and administrative goals to effectively support the campus community. This environment includes the basic network and computing infrastructure for the state-of-the-art Windows or Macintosh workstations used in labs, public areas, and staff offices. Using virtualized servers, we manage Windows and Linux loads, file services, backup/restore, departmental and personal web hosting, mail, public printers, staff authentication, and other enterprise needs for core service production or research projects. We provide hardware and software support for the Libraries’ public Pay4Print, reserves, interlibrary loan, and the university-wide video website, USMAI Library, and USMAI electronic databases and journals system. We support the hardware needs for the Libraries’ digitization projects, including data storage and archiving services.
Services provided to support our mission
- Helpdesk Support
- Field technical support
- IT Procurement (software & hardware)
- IT inventory control
- Network & infrastructure
- Hardware support – server and desktop
- Software support
- Desktop installation and setup
- Server system management and backups
- Information and desktop security
- Faculty/staff support and training
- Equipment check-out support
- System administration for Libraries’ servers
- Libraries’ computer labs
As departmental systems and network administrators, we strive to provide necessary technical services in a consistent and timely manner to all departmental members, with the highest degree of privacy, security, and professionalism possible.