Tech+Support+helpdesk

Facilitators: Wayne Andersen (Bennington) Debra Rath (ESU #3) Description: Talking Points is targeted at those professionals who provide direct assistance to end users with technology problems. Talking Points: Software utilized, Desktop Support Methodology, Virus Protection, Handy Utilities, Summer, Sustainability?
 * Breakout #1**
 * Tech Support (helpdesk)** - Kayser Hall 202

Software Utilized: Bellevue wrote their own tracking software for repairs, helpdesk items, new employee setup. ESU# uses Issueview software for helpdesk, project tracking. Bennington uses SpiceWorks software to track helpdesk items, and inventory. Westside - developed a program using FileMaker Pro to track repair, laptops, helpdesk items. Students can enter problems they are having on their computers. Students who turn in their computers for repair go 3-4 days without a computer, if it is not repaired within that time they get a loaner. OPS uses Altiris helpdesk software to track issues. Staff have access to it, email, telephone, or walkin. Teachers and students do not have access. They have eight helpdesk staff, they are not field support. Altiris has several modules that you can purchase. Council Bluffs developed their own program to track requests from teachers for issues, repairs. Dameware is used to remote into a computer to resolve issues. Papillion-LaVista uses Mousetracks to track helpdesk items. Emails technician when item is assigned to them.

Tracking facilities and HVAC, is anyone using any software to track this. First Class offers something to help you with this. Issue View could be setup to do this also. Altiris can also be setup to track.

District Platform Information: Bellevue: Novell and Windows OPS: Windows and Macs, Active Directory Bennington: Windows and Active Directory Council Bluffs: Windows and Active Directory Papillion LaVista: Windows, Macs and Active Directory and Open Directory Westside: Macs and Open Directory Elkhorn: Macs, PC and Active Directory DC West: Macs, Windows and Active Directory Lewis Central: Novell and Windows

What works and what doesn't? How does everyone Image?
 * Macs and authenticating, this can be done using Golden Triangle, but still having some issues.
 * Altiris when using the survey module, they are having some networking issues.
 * Using Symantic Ghost
 * NetRestore
 * Altiris

Who allows Admin privileges on staff computers?
 * Westside, Belluvue, Papillion, Elkhorn, Bennington allows teachers
 * Bennington, Teachers have admin rights on student computers
 * DC West does not allow teachers to hav admin rights

Virus Protection: Sophos - Bennington, DC West, Symantic Corporate-works really well for Bellevue. McAfee, Council Bluffs

What are districts doing for Email archiving? Need to keep seven years for staff, if students name in email need to keep 99 years? Mimosa, First Class, Gaggle, Postini

Summer List Upgrades:
 * Hardware
 * Software

Inventory:
 * Cleanup and Repair hardware

NSSRS - uploading data to NDE portal month of June