Welcome

How to submit a helpdesk ticket:
Please include the following information in your Help Desk request so that we can better support you.
Site Name:
Teacher Name:
Classroom Number:
Type of Device (laptop/desktop/tablet):
Description of issue (including but not :

• H - A high level description
• E - A detailed explanation
• L - Last time you rebooted? To give a reminder to reboot the system.
• P - And if all possible, share a snippet/photo of the screen if it on a device.

Before you submit this ticket please try a few quick troubleshooting steps:

Computer Problem?
• Did you restart the computer?
• If the PC doesn’t have power can you verify the device is plugged in and or the power strip is turned on?

Smart Board problem?
• How does your Smart Boards status lights look? These lights are located on the projector and can indicate a problem or be helpful in troubleshooting.
• What is the status of your Smart Board’s “Ready Light” which is typically located on the right hand lower side of the board if you are standing in front of it.

Problem with a peripheral?
• Is the device plugged in and powered on?
• Are there any status lights indicating a problem?

Teachers using student laptop with/without permission

• Internet@SWS (is for all non-district devices only)

Communication between Liaison and staff (what to say).
• Should always be a pleasant experience

What’s a helpdesk emergency and the turnaround time for request?

• Internet down
• TxEIS down is it site wide or individual – if individual, can you login to a co-workers computer to see if it is users account or computer. Have another user try your computer.
• Payroll Plus down

IT Room off limits, all request go through HELPDESK.

What IT handles and what is campus level (orders, etc.)
• Does not schedule labs for trainings
• Does not move furniture (facilities does)
• Does not order toner for devices
• Does not provides head phones for computers

Personal printers
• Personal teacher printers are not allowed
• If a teacher brings in their own printer, IT WILL NOT connect the printer to any SWS network.

Software and apps request.
• Any software or apps needed should be done by sending a helpdesk ticket with the names of the apps or software requested.

What IT Liaisons should know?
• Be able to verify if the network printer is on and has power – Is the issue site wide or individual.
• Should know how to send the TEST print job to a printer to verify if the app is the issue or the computer.
• Should be familiar with site printer queue names. Ex: \\ADMXSS01\PR01

Types of IT Request and Response Time for Request

Response time for request
• Techs response time for non-emergency issues is 24-hrs. Meaning they have 24-hr from the time the ticket was assigned to response to you and get the job completed.
• After the 24-hr window and the tickets has not been completed a followup response should be provided to the end user with the reasoning on the delay.

Basic Norms:

No student should be opening the computer cases of any SWS device.

PLTW lab – The Server room is to be locked at ALL times.

NO FOOD OR DRINKS near computer equipment – Teacher’s included.