• Computer Equipment Maintenance and Repair Policy

     

    Technology Services provides an effective means to answer questions and to resolve technical issues by funneling all issues through a central point of contact. This enables effective communication and the ability to document all actions taken. Technology Services provides assistance with district supported software applications, peripherals, login identification, passwords, hardware repair, and general information regarding technical support.

     

    Technology Services provides two levels of service:

     

    Level 1: Help Desk

     

    Technology Services Help Desk office hours are from 8:00 am to 5:00 pm, Monday through Thursday and 8:00 am to 4:30 pm on Fridays.  The Help Desk can be reached by calling 737-5280 or by E-Mail helpdesk@robeson.k12.nc.us.

     

    Existing equipment (computers, printers, phone, software, etc.) set up by the Technology Services Department are eligible for Help Desk technical support. Technology Services Help Desk works to resolve all questions reported to Technology Services, and will automatically escalate any reported problem to the next level if not resolved at the first point of contact.

     

    In order to quickly identify the problem, please be prepared to state the problem clearly and include all relevant information, including but not limited to: 
     

    • Employee name
    • Location including room/office number
    • Type of equipment (printer, scanner, CPU, monitor, etc.)
    • Detailed description of the problem including error messages 

    Level 2: On-Site Support

     

    New equipment and/or items not originally configured by the Technology Services Department will not have the necessary documentation or software packages available for Level 1: Help Desk support.  These items will require that a Work Order be submitted. 

     

    Technical support which can not be resolved by the Help Desk will be referred to Level 2 support status. Our technical staff provides on-site trouble-shooting of technology related issues which have been submitted through the Work Order System.   Technology Services can not service any equipment for which a Work Order has not been submitted.

     

    Submitting a Work Order

     

    Work Orders should be submitted by the person designated by the Principal as the technology contact.

     

    1. A user submits a Work Order via the web interface
      1. User enters e-mail address for access
      2. User must select correct Work Order type (computer, telephone, etc.)
      3. User describes the problem
      4. User clicks submit
         
    2. Work Order System e-mails a copy of the Work Order to the submitter, queue administrator, and supervisor
    3. A new Work Order is placed on the front page of the system under “New Work Orders”.  High Priority Work Orders are also highlighted.
    4. The Help Desk Supervisor or queue administrator assigns the Work Order to a technician.
    5. Technician works to resolve the problem 

    The Work Order System sends e-mails on every action taken on the Work Order, including when it is resolved.

Last Modified on August 26, 2015