Desktop Support

WISD IT Help Desk Service Level Expectations  

Overview  

The WISD IT Help Desk team consists of one (1) supervisor and three (3) full‐time employees. This team provides support for 800+ people, including students, faculty, staff, board members, and contractors.  

This Service Level Expectation document is intended to define the following:  

  •   A high-level description of services provided by the Information Technology (IT) Help Desk  
  •   The responsibilities of the IT Help Desk as a provider of these services and of customers receiving these services  
  •   When and how to contact the IT Help Desk  
  •   The incident and service request (ticket) prioritization and response time guidelines1 
  •   The tracking and reporting of key performance indicators  

The content of this document is subject to modifications in response to changes in technology services/support needs and will remain in effect until revised or terminated.  

Service Description  

Generally, the IT Help Desk acts as a hub for reporting technical support incidents2 and service requests3. If an area has a technical liaison (e.g., department technician), employees in that area are directed to contact that person for support. The IT Help Desk acts as back‐up support when these technical liaisons are unavailable. The following is a high-level description of the services provided by the IT Help Desk.  

Fully Supported Services  

The IT Help Desk provides full support for WISD‐owned computers that meet the minimum support requirements. “Fully supported” means that the IT Help Desk will make every attempt to perform any steps they are responsible for, with the expectation that they will perform one of the following:  

  • Resolving the incident  
  • Completing the service request  
  • Escalating it to the appropriate person or group for resolution and completion 

Fully supported services include:  

Computer Refresh Program  

  • New computer setup  
  • Technology purchase consultation  

WISD-Owned PC Desktops, PC Laptops, Chromebooks and MacBooks Hardware/Software  

  • Supported computer hardware component troubleshooting, repair, and replacement (departmental charges may apply to computers out of warranty)  
  • Network and local printer/printer driver installation and setup  
  • Secure erasing and wiping hard drives  
  • Computer reimaging  
  • Browser troubleshooting – Chrome, Internet Explorer and Firefox 
  • WISD‐owned and licensed software  
    • Installation and setup  
    • Application execution troubleshooting 

IT Managed Enterprise Systems (e.g., washtenawisd.org, washisd.net, Google Apps, Office 365 apps and WISD Office 365 portal)  

  • Account (e.g. username and password) activation, resets, account maintenance, and login troubleshooting  
  • Basic navigation assistance for washtenawisd.org, washisd.net, Google Apps, Office 365 apps and WISD Office 365 portal 

Network Storage (Division of IT managed storage only)  

  • Group drive mapping, folder access, and troubleshooting  
  • Documentation support for the group drives  
  • Requesting shared drive access 

Network Infrastructure  

  • Active Directory network account (e.g. username and password) maintenance and login troubleshooting  
  • WISD wired/wireless connectivity troubleshooting  
  • WISD Out Centers and Local Based Programs Internet connectivity troubleshooting  
  • Virtual Private Network (VPN) connectivity troubleshooting  

 

1 A rating for how quickly the IT Help Desk will commit to contacting the customer about an incident or service request.  
2 A reduction in quality, interruption, or failure of an IT managed service. 
3 Request for information or a standard change (e.g., security access upgrade). 

The goal of the WISD Technology Replacement Program is to provide staff and students with the most current technology possible while balancing this with a responsible, cost-effective strategy to get the most out of the available technology funding. 

Currently, all WISD issued desktops and laptops are on a 5-year replacement cycle. The replacement date is determined by the fiscal year in which a device was initially purchased. Staff and classroom equipment is reviewed and audited yearly for the upcoming replacement cycle to determine eligibility for updates, replacement, or redeployment. Staff and classroom equipment is reviewed and audited yearly for the upcoming replacement cycle to determine eligibility for updates, replacement or re-deployment. We include any laptop or desktop due for replacement in the fiscal year budget starting 7/1 of the replacement year.  

We will be adding other devices, such as iPads, Chromebooks, Projectors and Interactive Displays to our replacement cycle in the future. The replacement cycle timeline for these devices is yet to be determined. 

Off Cycle Replacement Requests: 

Equipment requests outside the normal replacement cycle requiring replacement or repair should be submitted through the Technology Purchase Form in Script for review by Department supervisors and appropriate Technology Department staff. 

ADA & Accessibility

Our School Strives To Ensure Our Website Is Accessible To All Our Visitors 

Washtenaw ISD is committed to providing a website that is fully accessible and we are currently in the process of developing a new website to better meet the needs of our customers. Our new website will include improvements to ADA compliance and accessibility, and during this transition, we remain committed to maintaining our existing website's accessibility and usability. 

ADA Compliance

Non Discrimination

It is the policy and commitment of the Washtenaw Intermediate School District not to discriminate on the basis of race, color, religion, national origin, sex, disability, age, height, weight, familial status, marital status, genetic information, sexual orientation or any legally protected characteristic, in its educational programs, activities, admissions, or employment policies in accordance with Title IX of the 1972 Educational Amendments, executive order 11246 as amended, Section 504 of the Rehabilitation Act of 1973 and all other pertinent state and Federal regulations.

Non Discrimination Information

Title IX Coordinator ADA and Title IX Coordinator
Brian Marcel
Associate Superintendent
1819 S. Wagner Road 
Ann Arbor, MI  48103
(734) 994-8100 ext. 1402
Cassandra Harmon-Higgins
Executive Director, HR & Legal Services
1819 S. Wagner Road 
Ann Arbor, MI  48103
(734) 994-8100 ext. 1311