Page 83 - Technology Plan for School Years 2017 to 2021

Executive Overview

Technology support is provided by the IT Service Desk and IT Specialists to schools and
departments on a wide array of technical issues, including infrastructure, applications,
telecommunications, mobile devices, desktops/laptops, peripheral devices, and software.
Technology support is organized into the following three tiers to efficiently support all District
stakeholders:

Tier 1 Support
School-Based Support: A technician, located at each school is the first level of support for
school-based employees and students. If the school technicians cannot resolve the issue,
they escalate the issue (either by phone or the online ticket submission system) to the
Service Desk.

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
quickly by the phone agents and the others are assigned to Tier 2 or 3 support within IT. All
employees can submit tickets via the Internet to report an incident or request service. The IT
Service Desk staff process all requests and, if not resolved within Tier I, escalate them to the
appropriate Tier 2 or 3 groups.

Tier 2 Support
Field Support Group: Handles desktop, audio visual, printer, and other peripheral device
support as assigned either remotely or at the customer's location. Includes support to
administrative sites and other areas not supported by Tier 1. Field Support may assign
tickets to Third-party Vendors as needed, to assist with various desktop, laptop, and printer
warranty work.

Telecommunications Group: Handles both phone and network infrastructure issues. They
troubleshoot switches, network drops, routers, and other network hardware, both wired and
wireless. If any incident is not resolved within Tier 2, the issue is escalated to the
appropriate Tier 3 support group.

Tier 3 Support
Subject Matter Experts: Handles Tier 3 incidents, which include server, security, and
applications support. Application support includes ERP, EDW, SIS, and School Food Service
application, Facilities applications, and custom applications.

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