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Technology Services |
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Technology Services provides an effective means to answer questions and to resolve technical issues by funneling all issues through a central point of contact. This enables effective communication and the ability to document all actions taken. This process allows a means of tracing and providing real-time status of each activity and to generate reports on overall customer service. Technology Services provides assistance with district supported software applications, peripherals, login identification, passwords, hardware repair, and general information regarding technical support. All requests for technical support must be reported to and receive a Computer Support Ticket number (CST). This can be accomplished by using the CST transaction on the mainframe or by calling the Help Desk at 457-2600. Technology Services provides three levels of service: Level 1: Help Desk Technology Services Help Desk office hours are from 7:00am to 4:45pm, Monday through Friday and can be reached at 457-2600. Technology Services Help Desk works to resolve all questions reported to Technology Services, and will automatically escalate any questions reported to the correct support service group, if not resolved at the first point of contact. Technology Services will provide a CST for each incident reported. If calls cannot be resolved at Level 1, they are referred to Level 2. There is no charge for Level 1 service. If the Help Desk call is to request services, pertinent information is required. The employee should be prepared to state the problem clearly and include all relevant information, which should include the following:
User-Support Technicians and/or Microcomputer Specialists (MCS) provide on-site technology trouble-shooting of hardware and software related issues. All requests for on-site services must be accompanied by either an appropriate District Property Number (DPN) or a Gift DPN. Technology Services will not service any equipment without a DPN sticker. These services include:
Electronic Service Specialists provide technology repair services if the MCS at Level 2 service determines the problem to be hardware related. The MCS will transport the piece of equipment to the bench and return it once repairs have been accomplished. Repairs will be done only on equipment that has an appropriate District Property Number (DPN) or a Gift DPN. Technology Services will not repair any equipment without a DPN sticker. Factors that determine repair include:
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| 2540 E. Hedges, Fresno, CA 93703 (559) 457-2570 - Help Desk: (559) 457-2600 |