Tech Support FAQ

Frequently Asked Questions (FAQ)

The purpose of this site is to empower teachers and staff to find solutions to their problems and learn about new technology possibilities. Please read the FAQ below

As the district begins using more and more technology, inevitably issues will arise. Part of our mission is to help you solve simple problems so that you are not reliant on outside help with these problems and can get back to the task at hand quickly. To that ends here a few things to do before you seek district help:

1. Check all of the connections. Make sure all needed components are plugged in to power and connected to each other.

2. Restart your device. Often restarting will fix a problem, especially if you have never seen the problem before.

3. Visit this site to find the solution. Videos are labeled with tags to make searching easy.

4. Search the web or YouTube to see if someone already has created a way to solve this problem. Most software will have online support documents that can help you. Likewise, most types of hardware, software, and web tools will have user created videos on YouTube that will help you with common problems.

5. Ask a colleague. In many cases, if you have experienced a problem, so has one of your colleagues. Ask if they know the answer.

A cursory check of the above items can often save you a lot of time. However, the district tech support team is here to help you. If you spend more than a few minutes trying to find a solution, seek district help by contacting your school technology representative. Your representative will help you or submit a work order.

When the technology representative submits a work order, a ticket is created. A tech will get the ticket and try to fix the problem. Tickets are generally addressed in the order they are received unless prudence deems otherwise, like addressing testing software during a state mandated test. Also, a tech generally addresses tickets at one location all at the same time since doing so saves a lot of time. Finally, some work orders may take longer because parts have to be ordered or clarification is needed on how the problem should be addressed, like how a new piece of hardware might connect to the district network.

At times, a tech can remotely connect to your computer and fix the problem. The tech can take control of the computer, assess the issue, and try to fix it from another computer. If it appears that your are in the middle of a lesson, the tech will wait until a later time unless you approve of the tech fixing it then.

The district techs are working diligently to address your needs in a way that allows them to work as efficiently as possible to serve all the users in the district. At any given moment, a tech may have several issues that need to be addressed. Your issue will be addressed as soon as reasonably possible.

When you are seeking help, you should provide the tech rep with some basic information:

1. What is the device with the problem? (example: "teacher computer in A101" or "lab computer 24 in lab D")

2. If a Windows computer, what is the name of the computer?

3. A brief description of the problem, including any error messages you are receiving. Pictures can be helpful.