Help Desk

Technology Assistance

 

Faculty and staff members must submit a work order request to the Information Technology Services department using TrackIt. Requests made via email may or may not be completed. Urgent priority issues can be entered into TrackIt or you can contact any building main office to report the problem and they will contact technology staff.

 

Example Requests:

1. Installation of new software
2. Troubleshoot and repair existing software and computer hardware
3. Repair of telephones and voice mailboxes
4. Building Security Systems
5. District wide network

Definition of Priorities

 

1 - Urgent Priority Issues

• Situations that impact the safety or property of the district.
• Problems that impact the operation of security systems, surveillance cameras, heating and cooling systems, door security, etc.
• Situations where a majority of students in a computer lab are having workstation, network, or account access issues.

2 - High Priority Issues

• User can not log on to the network or locally and/or is receiving a specific error message relating to an account lockout
• Individual machine will not boot or boots only in safe mode, blue screens, freezes, is not receiving power is, generating Windows protection errors to major applications
• Malfunctioning peripherals (mouse, keyboard, monitor, etc) that cause user not to be able to work
• Immediate maintenance spawned by power/network outage, virus
• Any mission-critical application or part of application is not working and is vital for a user or a community of users to perform job function (i.e. xSphere, eOffice, BusBoss, ProgressBook, etc,)
• Restoration of lost data on fileserver via backup tape as dictated by user

3 - Normal Priority Issues - (if you're unsure of the appropriate priority, select 3 - Normal)

• Any application or part of an application is not working (Word, Excel, PowerPoint, Internet Explorer, Firefox, Outlook, A+ Learning System, etc.)
• User(s) unable to connect from a remote location in any way (VPN, Remote Desktop/VNC) or user(s) able to connect but connectivity is limited (group drives, printers, etc)
• Malfunctioning peripherals (PDA’s, Printer, Fax Machine, Desk Phone, etc) that don’t necessarily impede user from continuing to work but are an integral part of user’s job
• Modifications to Accounts, DNS entries, Group Folders, FTP sites, File Permissions

4 - Low Priority Issues

information coming soon...

 

5 - Scheduled Priority

information coming soon...

 

Submit a request: Create Work Order

 

 

 

Thank you for your assistance...