Report+on+Help+Desk+for+Oct.+18th+pow+wow

Date: October 29, 2010

Topic: Update on Help Desk

Questions:
 * 1) Who will be assigned to help desk?
 * 2) Who will staff the day loaner room from 7:30-8:30 and 3:00-3:20?
 * 3) What offices need to move?
 * 4) What is the curriculum for the students?
 * 5) How will we determine students to assist?
 * 6) What is the procedure for repair?
 * 7) Who will fix what level of repairs?
 * 8) Where will the tools come from? and who decides what tools will be there?
 * 9) Who will fill out paperwork for insurance, make pictures of problems and stay up with all claims?
 * 10) Where will the desktops from the lab go?
 * 11) What laptops will day users have?
 * 12) What do we call the fee? user and insurance fee

Answers: 1. HP representative will man the help desk for the first 6 months. Cathy's office may be used for extra space. Full time teacher assistant requested to staff help desk. Must put in next budget request for 2010-2011. HB says that we will have 1-5 full time techs at AHS initially but they cannot supervise students. He is trying not to ask the board to add 3 more technicians to service all of the system's laptops. DFCan AHS determine that the tech stays in the help desk or that he travels about trouble shooting? NM CTE may want to provide internships at help desk in the near future. JE Donnie Wright is currently in a teacher assistant job and might work at the help desk.

2. Linda will staff the help desk during peak times to assist with incoming/outgoing equipment Need to actually complete the process for day users. 3. Tina will move her desk into the help desk. Linda will move her desk out into the media center. Cathy will move into Linda's office. The new tech person will get Cathy's old office, or Linda's if he prefers. He will assume control of all daily fixit requests from the faculty for smart boards, laptops, desktops etc. 4. The students will continue the english credit until there is time to create a new curriculum 5. The students will be determined by approval by Mike Fleming and Tina Webster. There will be no more than 1 student per class and they will need to be trained by someone for basic repairs. 6. 7. Tina and the tech student will look at Help Desk tickets to determine who needs to repair them. Basic quick fixes will be done in the help desk by Tina and/or the tech student assigned to her each period. Students will also need a higher level of permissions to be able to fix things on the machines. The student will also make his way about the building as he trouble shoots and fixes things. //We still need to create an actual Help Desk ticket and determine when the student brings it down and when we go up and get it (if ever)// //8.// Central Office tech staff will need to list the items that need to purchased for the help desk //to// repair items. 9. Help desk tickets will be funneled through Linda at her desk in the media center. Linda will also take care of the paperwork and insurance forms generated by the help desk. // What is the procedure for students getting into the building in the mornings to get to the help desk? A certain door, a certain hall, where do they wait? // 10. AHS decides where the desktops go into teachers' rooms. They will stay with our faculty. 11. Day users will receive new laptops too.

Note: Tina will still need to have a specific day for professional development training for the faculty. She will still need to have flexible times when she can meet with teachers to help them with the integration of technology.