Technology Help Procedure

There are procedures to follow so we can help make technology more of a solution and less of a problem for you:
  1. First go to BPSDTECH.ORG to consult the online help there. Instructions for blocked websites, WiFi, email on personal devices, resetting passwords, district services, logins, and much, much more is all there.

  2. If that does not resolve the issue, contact the Help Desk tickets person at your site. Those are listed under CONTACTS at BPSDTECH.ORG.
Staff should communicate to the Help Desk person:
    • a clear explanation of the issue, 
    • any specific error messages,
    • which device had trouble,
    • the room number, 
    • the phone extension, 
    • and, if a problem would require in-person help from a technician, the time of day the staff member is usually available
  • The Help Desk system ensures issues are not forgotten and is by far the fastest way to get a technician to address an issue. So please do NOT directly contact Mr. Meador, Ms. Patterson, or technicians in Technology Services. Help Desk tickets should be filed at the site level, since the acknowledgment, progress reports, and resolution report are emailed to the person who filed the ticket, for them to relay to the person with the issue.
Help Desk
  • When a problem is reported, first see if someone at the site can address it. Many simple problems can be handled by someone on site who is experienced. If a problem cannot be solved by site personnel, then file a Help Desk ticket, and be sure to include all of the above information.
  • Some software issues can be handled quickly and remotely if the machine is left on and the technicians know the Computer Name. So site troubleshooters need to look up the name of a computer that is having issues.
    • Windows 7: Click START, RIGHT-click on Computer in the right-hand pane, and select Properties on the drop-down menu. Note the "Computer name" shown on the screen and include that in the appropriate Help Desk ticket field.
    • Windows 10: Type pc name in the search bar at the lower left next to the start button. Select View your PC name in the search results and find the "Device name".
  • When a ticket is filed, keep the person who reported the issue informed by forwarding the ticket system emails to them. An initial acknowledgment is emailed and, whenever the problem is worked on or resolved, another email is generated. These go to the person who filed the ticket. PLEASE relay those to the person who reported the problem. That way folks know when a problem has been reported and know what work has been done or, when there is a delay, what is going on.