*** During online learning (April-September 2020) please see the revised process found in the updated How to Get Help During Distance Learning (Pandemic Precautions) article.
VCS IT is here to serve all faculty and staff with outstanding support in the event of a technical issue.
These are some examples of the issues with which we can assist:
- laptop computers
- computer labs
- iPads & Apps
- Google Apps for Education
- ethernet and general network connectivity
- software configuration, installation, troubleshooting
- computer hardware
- monitors (including all peripherals)
- other technology-related needs
- and more
The only thing you have to do is decide whether your issue is either urgent or non-urgent prior to sending in a request for help, as this will determine the means of communication.
What constitutes an urgent issue? Good question! An urgent issue is any issue that currently prevents a teacher from teaching. A non-urgent need is something that needs to be corrected, but does not impede teaching at the moment.
Urgent issues are communicated in person. Faculty should call our urgent helpline at x2555 right away, or stop by the ITC for immediate assistance, whichever is most convenient for you. Urgent items should never be sent via email, as this could delay a response.
Non-urgent issues should be emailed to firstname.lastname@example.org. This creates a trouble ticket within Zendesk, our IT helpdesk system. The ticket is routed to a technician for resolution and will be assigned as soon as possible. Faculty will typically receive a same-day response to non-urgent requests, unless there is an extenuating circumstance such as the need to order a replacement part, issue an RMA, etc.
Basic Info: When communicating either an urgent need or a non-urgent need, we ask that you provide very basic information such as your location (location of the equipment needing repair/support), and a brief description of the problem as best you can. An example is "I'm in room 300 and my laptop can't connect to wifi."
NOTE: Work in the helpdesk queue is prioritized based on impact to the educational process/environment. Issues that affect the normal operation of the classroom are given the highest priority, with "annoyance" or "update" issues (those not affecting the normal operation of the computer or workflow) given the lowest priority, as well as those which do not affect the academic environment. Either way, most issues are resolved within 48 hours.
THINGS TO DO:
- It is important that urgent needs be communicated directly to x2555 (please use the urgent hotline and avoid calling IT staff directly to report a new issue)
- Unless there is an extenuating circumstance, call us yourself. Please avoid asking a proxy (such as front office staff or dept head) to call IT or submit a request on your behalf; this merely introduces inefficiencies that cause delays in problem resolution
- If you have an urgent need, please contact x2555 immediately - don't suffer in silence
- Please direct only IT requests to us. Your campuses have an established process for submitting maintenance requests that we ought to follow
- Reply to your tech! Once work is assigned, it's our mission to get you back up and running quickly so don't leave us hanging! We often need your input to serve you, so we thank you in advance for your prompt reply!
Between IT and Maintenance, how do I decide which department gets the request?
Easy! Consider whether the item with which you need help is either directly attached to the facility or will affect the facility in some way. If you answer yes to either of those questions, these would be maintenance requests.
Examples of maintenance (facility) requests include the following:
- IdeaPaint installation or repair
- projector installation or bulb replacement
- TVs (mounting, troubleshooting, etc.)
- amplified sound and speakers (A/V)/cables and dongles
- electrical issues
- furniture and fixtures
Since all of these items are installed directly onto the facility, they represent a maintenance request. In that case, the process is to send an email to your campus rep, who will then enter the request in SchoolDude (the facilities department helpdesk system).
Maintenance requests are directed to the campus facilities designee shown here:
HS - Lisa Samuelson email@example.com 408-513-2425
JH - Kim Picard firstname.lastname@example.org 408-513-2463
VPA - Chloe Diepenbrock email@example.com 408-362-7605
AMSE/BEI - Ashley Brock firstname.lastname@example.org 408-513-2584
Just as with IT issues, urgent requests are sent via phone and non-urgent requests are sent via email. For urgent requests, the campus rep will then dispatch assistance and follow up with documentation.