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March 5, 2008

Libraries & Information Services Welcomes New Help Desk Manager

David Soliday
David Soliday is a patient person, which can definitely come in handy when you’re the manager of a computer help desk.

Soliday, who also serves as a technical trainer, began his Ohio Wesleyan career on January 21. It hasn’t taken him long to appreciate the benefits of working at OWU.

“I really enjoy that Ohio Wesleyan has a smaller user base,” he says. “There’s a real feeling of community here, and it’s nice that I have the opportunity to actually meet with people individually. Everyone I’ve encountered has been very friendly.”

Prior to OWU, Soliday worked at SARCOM for approximately 10 years. “I was a help desk agent and support specialist,” he says. “I also worked as a project manager in the call center, so I’m very familiar with help desk procedures, reporting, and management.”

Soliday is pleased with the changes his new job presents. “My previous job could be monotonous,” he says. “At Ohio Wesleyan, I’ve been encouraged to take initiative and to be proactive in my work.”

Soliday’s main task is managing the help desk, including student workers, to make sure calls are addressed and work orders are assigned to technicians. Depending on the nature of the question, he may work with the caller to solve the problem over the phone. “I’m more of the Microsoft Office subject expert, and the techs work more with hardware,” he notes.

Another chunk of Soliday’s time will be spent on technical training, which could include, for example, demonstrating how to use Outlook’s calendar features or creating a data sheet for a department. “I’m getting a feel for what common needs are on campus and working with people to answer their questions,” he says.

Patience truly is a virtue in Soliday’s job. “People call with computer problems and they may be frustrated; they’re just trying to do their jobs,” he says. Soliday may be patient by nature, but he also credits his recent master of divinity and master of theological studies degrees from METHESCO as a big help. “There are definitely certain pastoral skills that are useful in this position,” he smiles.

Soliday has a few tips for those who may feel frustrated with computers. “The help system within Microsoft Office is often very useful,” he suggests. “Also, the Ohio Wesleyan Information Services Web site is a great place to look for help. There is a FAQ section offering tips on topics such as how to manage your e-mail, how to set up an e-mail account, how to change your password, and other topics as well.”

When Soliday isn’t at work, he enjoys spending time with his wife and their four children, the eldest of whom has been accepted to Ohio Wesleyan. “I also enjoy listening to music, reading, and playing computer games,” he says.

Soliday has discovered that Ohio Wesleyan offers many wonderful activities for his entire family. “I had my family here during Chelsea Clinton’s visit, and we also attended the Martin Luther King Jr. Celebration,” he says. “There is always something happening at Ohio Wesleyan.”

– Ericka Kurtz