HEAT Service Request

Even though you are getting great technology training as a part of the New Teacher Institute, there may still come a time when you have a question about a technology resource or you need a website to be unblocked. The quickest and easiest way to do this when you haven't yet gotten access to the network is to call and request a ticket.

New teachers without a login and password won't be able to use the online tools. Instead, it is recommended that teachers/staff call 443.984.2000 and submit the request for help over the phone. When you call, it is important to have certain information to provide to the operators so that staff can get back to you in a timely manner

What should I have ready when I call?

• Your full name as it appears on your contract

• Your school assignment (if you know it)

• Your room number (if you know it)

• Your employee ID (if you haven't been issued an eID, please inform the operator that you are a NEW employee and that you haven't received it yet)

• Your cell phone number (this is CRITICAL - the tech teams need to reach you during business hour or just before/after school. Sometimes it is difficult to reach the main school phone number because of call volume. Instead, provide your cell number so that staff can easily reach you)

• Best time to call (also CRITICAL - you are busy teaching and have limited breaks during the day. Letting us know when you are free will help us to reach you faster)

• A description of the issue/problem/request (this will help get your ticket routed to the team most likely to be able to help you)