What Do I Do When It Breaks?
Computers break! Really! If the 'J' key falls off your keyboard, 'someone' spills coffee on your laptop, or it's just making a really strange noise, here's how to get it fixed.
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Calling the Help Desk
If you need help right away, Monday - Friday, 7:30-4:30, call the Help Desk:
- Dial extension 7333
- When the phone tree answers:
- Press 1 to find out if there's something wrong with the network all over
- Press 2 to talk to Debbie or Lori at the Help Desk. Sometimes another field tech might answer, too, so Debbie and Lori can eat lunch or take a vacation. They work all summer, too.
It's rare that you'll have to leave a voice mail if you call when the Help Desk is open. Lots of people think they're stuck in voice mail when it's just that the phone tree always answers first. Dial 2 to talk to live people.
Helpdesk Tickets
You can report equipment problems online! Provide as much information as you can. The first available tech will be in touch as soon as possible.
Note: You must be connected to the district network (wirelessly or wired) in order to use the Helpdesk system. You cannot use it from home. If you are at home, off-campus, or if the problem is that you can't connect, please call the Help Desk instead.
- Open Internet Explorer, Firefox, or Safari
- In the Address bar, type helpdesk and press Enter
- On the Web Help Desk page, enter your district user name and password, then click Login
- For Problem Type, click the arrow and choose the topc that most closely describes what is broken
- Click the arrow for the sub-problem type and choose the description that closely describes what is needed
- If an additional sub-type opens, repeat step 5
- Enter the following information and click Continue:
- Subject: Enter a short description, such as "Computer won't turn on"
- Problem Description: Describe the problem as best as you can. What are the symptoms? What have you tried to do to fix it? What can you do that makes the problem happen? Does it happen on just this one computer or all computers? Also identify where the computer is and how to tell which computer has the problem (i.e., "the first computer on the left when you walk into room 15"). Include any other information a technician would need to work on the computer.
- Account Code: Leave blank unless you know you will be charged for a repair.
- The Select Asset fields are not required. Leave blank or fill in the information you have, such as Location, and then click Save
The Web Help Desk page opens
The Web Help Desk Help Request page opens
Note: If you aren't sure what to pick, be more general than specific. If it's computer-related, choose computer; if it's phone-related, choose telecommunications; if it's projector or document presenter-related, choose projector / overhead.
In most cases, a sub-problem type box appears
Note: The sub-problem types will be different depending on the Problem Type you selected. Again, if you are not sure what to choose, be less specific. If the sub-problem types do not seem to describe your problem, pick a different Problem Type.
Note: The most common options in the menu shown are Computer doesn't work and My computer needs Repair. The option Mobile lab, STT, or other Deep Freeze is for making global changes to those computers, not for repairing them.
The Select Asset fields appear
You will receive an automated email confirming that the ticket has been received. Subsequent emails may have questions for you from the technician, or provide updates on the progress.
Gateway Accidental Damage Coverage
When the district purchased the Gateway computers, they were aware that they would break. So Accidental Damage coverage was included in the purchase of each computer. Accidental Damage coverage isn't cheap! So please take advantage of what has already been purchased by getting broken computers fixed. We don't know it's broken if you don't tell us!
Apple does not offer Accidental Damage coverage, therefore, the district could not purchase it. However, it is important to keep all equipment in working order, so please get broken Apples fixed, too!