Help Desk, Level 1 District Support

Once you have determined that the problem requires a technician, you should always contact the Help Desk.

The ACPS Help Desk is designed to assess your trouble call and put in a work order to have the problem solved. Remember, all trouble calls now must have a work order. Simply sending an e-mail or calling directly into a department may seem like the fastest way to get help, but the Help Desk is our official trouble call routing center.

BEFORE you call be prepared to impart the following information:

1. ACPS ID number (white tag/sticker on all computers/devices)
2. BPI number (blue tag/sticker on all computers/devices over $1000.00 in value
3. IP address (current address if using DHCP)
4. Location of unit (room number and building)
5. contact person (provide e-mail and telephone #)
6. Nature of the problem (do not pass along information from the end-user. Instead, trouble-shoot the machine first and derive an accurate description of the problem along with any steps you have already taken to resolve it.

When you place your ticket with the Help Desk it is imperative that you give them detailed information which will be passed on to the technician within 1 hour of your call.

The technician will not speak with the Help Desk and discuss your call, so all the information about the call must be on that ticket. If there is information missing or left out, the technician will have to call the school and get that information before they can fix the problem, either remotely or in person.

We rely heavily on remote support which means you must provide an ACPS number and a room number. You must also be sure that the computer is on and is connected to the network.

1. The Help Desk is usually the first place a user calls and the first level of support. A majority of level 1 support calls are resolved by the Help Desk.

2. The Help Desk creates job tickets – Typically the information gathered is: What is the problem? How many students are affected (student lab)? Contact information, priority, etc. What steps have you taken to resolve the issue?

3. If the problem cannot be resolved by the Help Desk, the job ticket may be transferred to the Zone tech. Working with the school principal, administrators, and school based techs the Zone techs set priorities/timelines on the job tickets. The ticket may require Zone techs to go onsite. We are currently using many different methods of remote assistance, diagnosis, and problem solving (e.g. Microsoft Remote Access, KACE, VNC, and Altiris).

4. When a problem has been resolved the technician documents the resolution, finishes the job and closes the ticket.

Putting in a ticket to the Help Desk