Helpdesk Procedures

Only one issue or request should be placed in a single ticket. If multiple needs must be addressed, please submit a separate ticket for each one.
 

Any user who requires IT support for an event must create a request at least two weeks before the date of the event.
a. Events submitted less than two weeks before the scheduled date will be supported on a best effort basis. In emergency situations, the District Technical Support Supervisor will determine which events can be supported based on available resources.
 

When submitting a ticket, always include as much detail as possible. The more information you provide, the better our IT Engineers can understand the situation and determine the appropriate course of action.
 

Users should not attempt to perform maintenance on any hardware or software unless specifically instructed to do so by IT staff.
 

Submitters will receive an email from the Helpdesk System once a ticket has been received and processed. This confirmation email will include the ticket details and indicate the assigned technician or engineer.
 

The submitter will receive additional email updates regarding any changes to the ticket’s status. If there are questions or concerns, they can be directed to the IT staff member assigned to that specific ticket.
 

Occasionally, submitters will be asked to complete a short survey about their ticket experience. Your feedback helps the IT Department continuously improve the quality and efficiency of the services provided across the district.