If you have agreed to be the site tech person at your school or center, we have made this online guide just for you.
We have many resources for technology and phone support. Knowing who to call first is the key to getting the support you need on time.
Our support to you does not end in these pages. We provide this resource as a general guide. For those of you that have taken on this role for a few years may already know some of the information compiled here. For those of you who are new, we welcome you and ask that you review this site to help familiarize yourself with work flows and troubleshooting methods for you to use prior to calling for help.
We will plan to hold regular meetings at the Sivia Center which will include information on current issues, presentations from other departments and technicians. These meetings will keep you up-to-date and informed.
AIT Services
Administrative and Instructional Technology Department's main function is to provide support for teachers with the integration of technology based on curriculum needs. This support includes troubleshooting and solution of operational problems, installation and repair of hardware, installation/configuration of software, and training in the operation of hardware and software, assistance in the selection of hardware and software.
Support Work Flow
If you have questions that require immediate attention and you cannot find the answer, we will always offer support to help resolve the issue as soon as possibleThe definition of the *general support work flow should be:
Ender User-->calls you with a support issue
Site Tech, Level 1 Site Support-->if you cannot resolve the issue
Help Desk, Level 1 District Support-->if issue still is not resolved
Level 2 Support: Technician, Specialized
*This work flow may vary depending on the issue, hardware repair, printer repair, etc.
Level 1 Site Support - School Based Tech Duties and Responsibilities
The school based tech is the level 1 site support group. This tech (a supplemented teacher or staff member) is trained to do help teachers/staff use school and district software. They also perform the initial screening of problems (e.g. checking to see if the computer plugged in, resetting of network devices, changing passwords in Active Directory schools, and common software operational techniques). The principal at each site may designate other staff members to report problems to the ACPS Help Desk. School based techs are the districts first line of defense and resolve many problems immediately. Troubleshooting guide available online and is updated as needed
Level 1 District Support - Help Desk Duties and Responsibilities
As part of AIT's support, a unified computer and networking “HelpDesk” has been established. By dialing 955-7500 (ext. 226 or 227) you are connected to a HelpDesk technician. The HelpDesk provides support to teachers and staff on all district supported hardware and applications. The HelpDesk uses the BigWebDesk for communication and documentation. BigWebDesk allows online creation of job tickets from the HelpDesk techs, AIT techs, and/or from each school or department. The creation of the job ticket automatically notifies the appropriate AIT Zone Tech that is responsible for that site. The BigWebDesk also allows the analysis of tickets to predict trouble trends and provide proactive solutions. The BigWebDesk also allows for historical documentation of troubles and solutions so that each tech can see what was done to solve different types of problems.
Level 2 Support - Data Communications Specialists Duties and Responsibilities
Data Communications
Specialists (aka Zone Techs) are the district's Level 2
Support technicians. The district's schools and centers are divided
into 8 geographical divisions. We are continuing the training of
our support teams to provide support on both PC and Mac operating
systems and district software.
Other Level 2 Support Departments are: