Technology

Wi-Fi

We replaced 159 wireless access points within the schools to bring faster internet to our staff and students. With the one-to-one student devices, changing out access points that can handle more was a must. This ensures we can support the technology that has deployed and future technology upgrades.

Computers 

In recent years the staff computers have faced three major issues. First, with updates made to the operating systems, it caused the computers a lot of strain. Second, our older computers began to run slower and slower. Lastly, it was becoming very difficult to find parts to fix these old computers. Due to these factors, we needed to make an upgrade. All staff boxes have are now changed out to handle the strain. 

I.T. Help Desk - 10,000 Tickets

In January 2021, the tech department reached 10,000 helpdesk tickets! Each ticket represents a technology inquiry ranging from a highly descriptive explanation to a vague, head-scratching statement that leaves the tech department wondering. Sometimes, they can diagnose the problem as a simple 'restart your computer,' or they begin down a rabbit hole 'if, then' troubleshooting. No matter what gets submitted, the department addresses and works diligently to solve each one within their purview. To give you a little background, a support ticket is a task or request that we assign to the tech department through the District's help desk platform, Invgate. Each school has a helpdesk agent assigned tickets through the portal, and agents can create tickets on behalf of staff and students. When the school agent can solve the ticket, they do so. When the ticket requires more than they can provide, they reassign the ticket to the tech department. Each time they receive a request through the portal or they submit via email to the helpdesk, a ticket is created in the helpdesk system. If you've ever submitted a request via the portal or sent an email message to the helpdesk, you're one of the 10,000 tickets the tech department has received! PSCD1 has been using Invgate Helpdesk since March 2019.  Ticket generation is a year-round process, so that means the tech department averages 454 tickets per month. They track their metrics, and while some tickets take only minutes to complete, others are more involved and require days of collaboration. Each tech department staff member has areas of expertise, so tickets are assigned based on each person's specialty. The team collaborates on tickets that require more complicated solutions. Pretty awesome, right? Out of almost two years and 10,000 tickets, they have received a wide range of requests. 

The tech department thought they'd share some of the more entertaining titles with you to mark this remarkable milestone. Enjoy! 

• Help! It's Friday the 13, and Gremlins Have Attacked Me!
• The computer Needs a Red Bull 
• Blue Screen of Death
• This Looks Suspicious to Me...
• Worked for One Day!
• I did click on the email from XXXX with the notation that your documents are ready. Sorry!
• Trust Issues
• Student Chromebook XXXX - Argggh
• Please help me be able to open Adobe Acrobat!
• I want to click on this. Is it real?