Support+Recommendations

__//**Supporting Washington Elementary**//__

Support for the various needs of Washington Elementary school will be addressed in several different stages. Initially, teachers will be provided with professional development during the summer in-service on each new software package being installed on their respective classroom computers. One teacher from each grade level, including Kindergarten and Special Ed, will be given additional training to prepare them as first level expert support for their respective peers. The grade level "experts" will provide support regarding technical issues regarding educational software packages installed on classroom computers. Washington’s technology coach will be available to address any minor technical problems, such as printer installations on workstations, if necessary. If a teacher requires additional support, they will place a help ticket with Information Technology Services (ITS) to address their concerns.

The RASD ITS help desk is available from 7AM-4PM, Monday through Friday during throughout the year. Once a ticket has been received, ITS staff will evaluate the concern and choose the appropriate method to address the issue. Each specific issue can be diagnosed over the phone, by visiting to the classroom or through a remote connection to the computer itself. . Remote access allows ITS staff to diagnose issues from a central location. This reduces the amount of time needed to address problems and enables teachers to continue teaching instead of working on their classroom computer. Once the ITS staff member has taken charge of the computer, tests will be performed to determine the problem and make a decision on the best action necessary to resolve the issue. If on-site service is required, ITS will schedule a time after the end of the school day as not to conflict with instructional time.

If it is determined that equipment needs to be removed from the classroom for repairs, ITS staff will remove the equipment from the classroom as quickly as possible. ITS personnel will perform the necessary tests to determine the appropriate action for the equipment. Options for resolution include repairing the damaged equipment/returning the equipment to the classroom or disposing of defective equipment.