The Service Desk serves as single point of contact for District IT customers. We ensure that 100% of the incidents received are entered into the HEAT Service Management System, and each incident is managed from initial contact through incident problem resolution. The Service Desk also provides computer hardware and software problem determination and resolution, and interfaces with School-based technical staff and District Level II & III technical resources for problem management. The Service Desk strives to attain a "Closed on First Call" resolution rate greater than 70% and customer service survey approval ratings greater than 95%.
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Technology Work Orders
School-Based staff should contact their ITSA or STST for technical assistance. If they are unable to resolve the issue, a work order should be submitted.
To report problems with a desktop or laptop computer, a printer, or other technology device, as well as problems with a specific application, you can use the HEAT Work Order link found in the Quick Links box (to the right) to submit a service request. Please be sure to include all requested contact information, a detailed explanation of the issue, the location, property tag and serial number of the equipment.
A list of supported computers and printers can be found here.
To request a NEW network drop, telephone, phone line, fax line or to make a change to existing lines, you should also use the HEAT Work Order link found in the Quick Links box to the right to submit a service request. Please be sure to include all pertinent details.
New Employee Orientation Videos
Getting Started - Discovering Your User ID, Password and E-mail Address
Acceptable Usage of Technology Policies
System Alerts
IT will post information on any major application that is not functioning or is suffering a degradation in service. If you are experiencing a problem that is already listed in an area that is posted, please do not contact the service desk, as we are already aware of the issue and working on a resolution.
You can view these alerts by selecting System Alerts on the upper right side of every IT web page.
Change Management
Change Management is the process of controlling changes to the District’s Technology infrastructure or any aspect of IT services, in a systematic manner, enabling approved changes to occur with minimum disruption. This process must be efficient to reduce the risk of slowing the forward movement of the District. The CAB ( Change Advisory Board), a group of IT and Business Unit professionals who meet weekly to discuss planned or unplanned changes to the IT environment, assesses the risk of the change and its potential impact on the District’s business. All groups affected by a change are represented on the CAB.
School Tech Support SharePoint
This link will take you to the SharePoint site used by school techs to share information and seek assistance from their peers. IT also uses this site to post information relevant to school techs. To access this site you must be logged in using a school administrative account or you will be asked for your credentials. This site is only available from within the District WAN.
Training
Use these links to access professional development opportunities. Both face-to-face and online opportunities are available, covering a wide range of technical and non-technical topics. In most cases, in-service points can be earned. You can scan the catalogues of offerings and register immediately.