Page 62 - Technology plan fy2023-27

Chapter 7 – Technology Support Processes

Executive Overview

Technology support is provided by the IT Service Desk and by IT Field Technicians to schools
and departments/administrative sites. Support is provided on a wide variety of technical issues
related to hardware, software, applications, telecommunications, mobile devices, desktops, and
peripheral devices.

IT Technical Operations also provides a centralized Service Desk telephone support to all
District staff in need of immediate assistance with both software and hardware issues. The
goals for this process include:

Goal: Maximize the economic life of all IT assets.
Objective 1: Maintain viable systems in the most economically efficient manner.
Strategy 1: Maximize warranty coverage.
Strategy 2: Repair equipment that remains functionally and economically viable,
but is no longer covered by warranty.

Goal: Provide timely assistance and support to District users of technology.

Strategies: Strategy 1: Manage a centralized Service Desk responsible for responding to the
need for “just-in-time” onsite and remote technical assistance.
Strategy 2: Manage teams of IT Field Technicians that provide both remote and
on-site support to admin sites and local school technicians in the use of hardware
and software for technology management
Strategy 3: Maintain a well-trained site-based technical support staff

Technology support is organized into the following three tiers to efficiently support District
stakeholders:

Tier 1 Support

School-Based Support

A local technician, located and reporting at each school, is the first level of support for
school-based employees, teachers and students. If the school technicians cannot resolve the
issue, then the issue is escalated (either by phone or the online ticket submission system) to the
IT Service Desk.

IT Service Desk
Employees (both administrative and school-based) contact the IT Service Desk via phone,
Monday through Friday, from 6:30 am to 5:00 pm. Most issues are resolved by the phone
agents and the others are escalated and assigned to Specialists in Tier 2 or Tier 3 for support
within IT.

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