Working at Mugar

Opening up the IT Help Center @ Mugar:

Get the key from the Circulation Desk; it is on a wooden block, with our business card taped (onto the wooden block). Leave the key at the CSS’s desk.

When turning on the lights, please make sure the lights over the front counter are on. The switch is located under the counter next to the entrance door.

Login to renewal account. (Used for account renewals)

When it isn’t busy, one person surveys all the thin clients/stations for any problems/damage. Bring the clipboard with the laminated layout, so you can identify any problem stations.

The laminated layout is a mock-up of how the reservation system will appear. To specify a problem machine give three pieces of info; the floor (1, 2 or 3), the table (each is labeled on the layout with a letter), and the specific machine (labeled on the layout with a number).

Report any problems to CSS on duty.

  • Visually inspect stations to make sure system powers on and login screen is present.
  • Check system peripherals to make sure they are not damaged and function.
  • When checking machines, make sure a problem isn’t something as simple as plugging it in, or a loose cord somewhere.

General Daily Workings:

  • Scanning machines are supported by Library staff HOWEVER often they might still come to us for help; help if you can, but, ultimately, still the Library is responsible for those machines
  • We accept BU IDs (with pictures, no part-time BU IDs), and valid drivers licenses from clients when they want to borrow a DVD drive. Also fill out the sign-out sheet for the DVD drives. The cables for the drives are found in the DVD drive box in the cabinet. The standard operating procedure for check-outs is located in KB0011552.
    • Never leave the Help Center unattended; if a client needs help at their machine but there is no one who can go out to help, the client must wait
    • If there is an account issue, speak with the CSS on duty to see if it can be immediately resolved. Otherwise, make a ticket for a CSS to look at as soon as possible.
    • There are 3 public access thin clients in Mugar, located on the table in the BU Common closest to the reference desk. The table has yellow chairs to designate the public terminal area.
    • We are not and do not have a Lost and Found at the Help Center. The Circulation Desk has one, and if anyone comes to us to turn in something, send them on to the Circulation Desk; if we find anything ourselves, we bring it to the Circulation Desk’s Lost and Found. We cannot accept anything!
    • On the Renewal PC (the PC dedicated to renewing accounts, at the Front Counter), the browser should always be sitting at bu.edu/computing/accounts/useradm
    • The session expires after 4 hours idle time, so every hour, on the hour, one consultant must hit enter in that page for activity.
    • Do not use the Renewal PC for anything else other than having one browser window sitting at the above url; otherwise, the credentials might be lost (in which case you’ll need to get a hold of a staff member to log back in).
    • Log all cases!!
    • When creating a ticket, make sure the source location is set to Mugar

    Closing up the Mugar Help Center:

    • ~10 minutes before closing start wrapping things up; we don’t stay past 11pm.
    • Don’t leave a mess. Quickly straighten up all desks. Clorox front counter and work surfaces. (Be thoughtful for incoming Students / Staff opening in the morning
    • Sign off of renewal account on PC up front
    • Make sure all DVD drives have been returned;
    • Lock up cabinet, and return cabinet key to Circulation Desk.
    • Turn off lights, and skedaddle!