The Service Desk serves as the single point of contact for District IT customers. We ensure that 100% of the incidents received are entered into the eSupport System, and each Incident and Service Request is managed from initial contact through 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%.
Technology Work Orders
School-Based staff should submit an eSupport ticket. Click the eSupport tile in the Portal. Use Service Requests for new items or services such as installing a program or setting up a computer. Use "Report an Incident" when something is not working, for example a computer won't turn on or a printer is jammed or a program is not working. If your school tech cannot resolve the issue, they will escalate the ticket to IT.
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 eSupport tile in the Portal to Report an Incident. 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 eSupport tile in the Portal to submit a Service Request. Select the appropriate category in the center of the screen. Please be sure to include all pertinent details.
A Service Request can also be used to request access to our business applications, to request Google group membership, or to request a change to your email address after a legal name change. Please check the Service Catalog for other types of requests.
Service Desk Hours
6:30 AM - 5:00 PM
Normal Business Hours
Service Desk Phone
PX: 44100 or (561) 242-4100
Password Resets, New Passwords (Network Passwords Only)
All employees will be prompted to change their passwords every 90 days.
The simplest way to do this is to log into your work computer, press Ctrl-Alt-Del, select Change Password and enter the requested information. You can do this at any time if you feel your password has been compromised.
If you have forgotten your password, school-based staff should see their ITSA or STST. They can reset your password for you. Other employees can call the IT Service Desk and an agent will assist you.
If you need help after hours, you can call the IT Service Desk number and use the automated password reset option.
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.
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.
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 going to eSupport. Look in the top right hand corner of the page.