Using Web Help Desk &

Tech Staff Intros

Web Help Desk

Web Help Desk (WHD) is the backbone of our technology support system here at the Wrentham Public Schools. On your side, as a user, it is the place you enter your help desk requests and even track the progress of our support process. On our side, as the techs, we assign the request to the appropriate tech for support and track things like the support process, volume of requests, and frequency of requests on each type of technology. WHD is our technology inventory management system and we also use data from WHD to improve and adjust our practice.

In order for WHD to meet its intended purpose we need all of the Wrentham Public Schools staff to use Web Help Desk when a technology support need arises. Here are two ways to do that:

  1. Click on the WHD Icon on your laptop or desktop (it will look like the icon to the right) and enter your request. Note that this option is not available on Chromebooks. See this video tutorial for additional guidance.

  2. Email helpdesk@wrenthamschools.org. This option is available on any device. See this video tutorial for additional guidance.

So, before you send an email to Tim, Chrissy, or Scott, please submit a support request in WHD.

The Tech Support Team

Now that we've been through how and when to submit a support request I want to make sure you know the people that might respond to your request. The members of the technology support team, Tim, Chrissy, and Scott, each have different responsibilities. We use WHD as a way to break down the responsibilities and make sure your request is handled as quickly and effectively as possible. The below lists are a fraction of what each technology support team member does.

Tim - IT Support Technician

Tim's role at WPS is to broadly support all of the technology you and your students interact with on a daily basis in your classroom. Tim's support includes:

  • Preparing technology for use

  • Conducting preventive maintenance

  • Troubleshooting when in-class technology doesn't work as expected

  • Supporting the use of Google Workplace Apps for students and staff

Chrissy - Data Specialist

Chrissy's role at WPS is to oversee and support the securing and transfer of data between the many educational and reporting platforms the district uses for teaching and learning, student management, and record keeping. Chrissy's support includes:

  • Website maintenance

  • Student data management and reporting

  • Setting up student and staff accounts across various online resources

  • Creating forms to collect data and developing reports and dashboards to analyze data

Scott - Network Administrator

Scott's role at WPS is to oversee and support the network infrastructure that we use daily to access online resources and files and the hardware through which that happens. Scott's support includes:

  • Maintaining secure and efficient connections on the wired and wireless network

  • Insuring the safety, security, and backup of all systems

  • Update, maintain, and troubleshoot our network infrastructure

  • Manage the phone, intercom, and clock system

Technology Integration and What Does Sean Do Then?

In addition to the technology support team members listed above our amazing Technology Teachers Jenn Moon and Heather Fox comprise the technology integration team. They are great partners for you in determining how the technology and online resources available in your classroom can be used to support teaching and learning.

I have the privilege of working on the technology support side to add additional support where it is needed and the technology integration side to make technology and online resources accessible and usable for teaching and learning. I also work to bring those two sides together and make technology integration happen across the district in all areas of teaching and learning, communication, and operation.

If you have any questions or feedback on any of this do not hesitate to reach out to me.