Tech Director's Message
If you were gone over the summer, welcome back!
As we all prepare for the first day of school, I want to remind everyone of several important housekeeping items regarding Technology and Help Desk Support. The beginning of each school year is the busiest time for the Technology Department as both Staff and Students return from Summer Break. To ensure that all these requests can be handled appropriately, please read the below instructions before requesting assistance from Tech.
Over the summer, we rolled out our new district website - http://mlsd161.org. Information for each school, department, classes and other important areas within the district can be found on the website. This is still an ongoing project. If you need assistance with adding or updating website content, please contact the following individuals:
McKenna Reis - x7734
David Bousson - x7488
IT Help Desk
If you require IT assistance, please contact the IT Help Desk using one of the three methods listed below:
- Help Desk System - Open a helpdesk ticket by navigating to the MLSD Help Desk and logging in using the same username and password as your computer login. Follow the Instructions for opening a ticket if you need help with opening a help desk ticket.
- Email - Send an email from your district email account to firstname.lastname@example.org.
- Phone - Call x4411 during the hours of 7:30 AM to 4:30 PM, Monday– Friday.
When contacting the IT Help Desk, please include as much information as possible regarding your tech-related issue. Examples include device name and location, call back number, and description of the issue. Please do not contact your building tech directly unless you have an urgent issue and he/she is readily available to assist. If your issue is urgent in nature (student/teacher instruction is impacted with no workaround), enter a help desk ticket and then contact the help desk via phone. If computer access is not available, contact the help desk directly.
If new technology is required in your building/classroom, follow the Technology Purchasing process where a list of standard technology items can be found. In order to ensure that new technology is deployed by the start of next school year, please have all your technology purchases submitted by June 15th. If you have any questions regarding new tech purchases, please contact me directly.
Tech Equipment Policy
If you need tech equipment moved from one location to another, please open a helpdesk ticket listing both the current and new locations. Also, as a reminder, no personal tech equipment is allowed on the district network or computers except for the guest, staff, and student wireless networks. If you have specific questions regarding tech equipment policy, please let me know. My contact information is listed below for your reference.
To login to your district computer, please use the network username and password provided to you (typically first initial + last name). If you have forgotten your network credentials, please contact the IT Help Desk at x4411 for assistance.
As part of our new website rollout, we also added a more user-friendly email address. Your new email address will be email@example.com. You can still receive email at the mlsd.wednet.edu domain, but please start using mlsd161.org as the "ending" for your primary email address. You can check your email by navigating to https://mail.google.com and logging in with your username and password. All other Google Apps can be accessed from the same link.
Over the past two years, we have deployed thousands of Chromebooks throughout the district for student and staff use. We have also deployed hundreds of new Chromebooks over the summer and will hand out 2,200 student Chromebooks this fall as part of our 1:1 Pilot Program. Chromebooks are a wonderful tool for students and staff to collaborate online and fully utilize our G Suite for Education (formerly GAFE) platform that was implemented in Fall 2015. However, as with any tool, there are instructions and best practices to be followed. Please review the Chromebook/Cart Best Practices document created by our technology coach, Monica McAtee.
Password Reset Portal
As a reminder, the tech department implemented a web portal for all users (staff and students) to reset their MLSD/Google password without having to contact the IT Help Desk. Much like a banking or e-commerce website, the password reset portal allows you to create a security question which can be used to reset your password from any Internet-enabled device. To set up your security question, please log in to the Password Reset Portal. Once your security question has been created, you can reset your password by clicking on the Forgotten Password link.
Service Level Agreements
Although the Tech Department tries to give all tickets the same level of urgency, in reality, some issues are more severe than others. Because of this, the following Service Level Agreements (SLAs) have been developed to help end users understand typical timelines for ticket resolution. Please note that all resolution times are in business hours.
Urgent Issues – 8 Hours
Urgent tickets are issues that directly affect student or teacher instruction without a feasible workaround. (ITIP, Presentation, Testing, Etc.). District-wide and financial system issues (payroll, Skyward, etc.) are also considered urgent in nature.
High Issues – 40 Hours
High tickets are issues that directly affect student or teacher learning but have a feasible, temporary workaround.
Medium – 80 Hours
Medium tickets are issues or service requests for equipment additions, moves, installs, purchase requests etc. Most tech related tickets fall into this category.
Low – No Due Date
Low tickets are issues or requests that are not needed immediately (within 80 hours). New projects, research, some purchase requests, and many adds/moves fall into this category.
Suggestions? Comments? Please email me and I will add new tips to our website.
Thank you for cooperation as we support the technology needs of Moses Lake School District. As always, if you have questions or concerns about district technology, please contact Marlin Howell directly.