The Elementary Technology Support/HelpDesk Support Team’s purpose is to provide multi-platform technical and software application assistance in a timely manner. The team is currently staffed with six HelpDesk Specialists, including the Elementary Technology Support Emergency Response Team (SWAT), an Infinite Campus HelpDesk Specialist, and one PeopleSoft Specialist.
Maintenance from a centralized location for help-related client requests allows for more immediate response time from the support team. The three-tiered assistance process provides greater pinpoint accuracy when troubleshooting problems, reduces response time for Field Support, and increases communication with district personnel.
Help Desk hours are from 7:00 AM until 5:00 PM Monday through Friday during the school year, except legal Holidays. Summer hours are 7:00 AM until 4:30 PM Monday through Friday during Summer break.
A core group of six HelpDesk Specialists, an Infinite Campus Support Specialist and one PeopleSoft Specialist, are part of a daily Help Desk Team. This team works together to support each other and resolve client issues.
Team members on duty are responsible for all incoming calls, voice mail and email responses, as well as walk-in requests. All communications are logged into the Altiris Service Desk system. Response to all requests will be in a timely and professional manner.