This presentation was given to staff prior to a district wide implementation of a tech support helpdesk.

3. Mobile Devices
Online Assessment Windows 7
Moodle Infinite Campus Data Warehouse
Google Apps School Messenger QSP
rSchool Security System
Backup System

4. Computer SMART Staff Mobile
Labs Boards or Machines Devices
• BES ‐ 3 Multimedia • 120 Laptops • BES – iPad
• BMS ‐ 5 Systems • 25 Office, Cart
• BHS ‐ 8 • 90% SB Cafeteria, • BMS – iPod
Para Cart
• 100%
Multimedia • BHS –
Classroom
Blend

5. Infrastructure
Access
points
Servers
Core
Hardware

6. 200 1800
Staff Students

7. Current Tech Request Methods

9. We Need

10. We need an enterprise-
based solution

12. Ticket Based
Progress Communicated & Tracked
Knowledge Base
Ticket History
Performance Reporting

13. Middle High CE/Bus
Elementary
School School Garage
Jenny Deb Mary
Jenny/Deb
Weiler Cordes Fremarek
Jen Hegna Jen Hegna Jenny/Deb Jen Hegna
Engineer Engineer Jen Hegna Engineer
Engineer
Floating Days
Jenny = Tuesdays
Deb = Thursdays

14. Reports Weekly/Monthly
• Tickets by location
• Tickets by request type
• # of tickets completed by technician
• # of tickets open by technician
• Average open time
• Closed Monthly Tickets
Reports are auto scheduled – send Weekly/Monthly

15. Helpdesk Priority
1. Safety of staff & students
2. Quantity of staff & students affected
3. Order HelpDesk requests are created

17. Accessing the Helpdesk

18. IMPORTANT
Summary – this will be in follow up emails
Details are critical as it will help us
determine the solution
IMPORTANT

19. Emergency

20. In the event of an emergency – either a
student/staff safety issue OR a large
network outage where many staff and
students are affected, (more than 1
classroom) Please call your tech support
right away.

21. Go Live Date – December 9

22. • Improve Byron • Meet with Sr. Leaders
Technology support • Meet with Techs
• Present to staff
• Train Techs and End‐users
• Go Live Dec 9
Plan Do
Act Study
• Develop goals based on • Review Reports
reports and feedback • Weekly Meetings with
from stakeholders Tech support
• Adjust process, tweak • Bi Weekly Meetings with
helpdesk Administrators