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Get Help
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We strive to make it quick and easy for everyone within the Division to get help with their computer-related questions and problems. If you need assistance with anything involving technology, please follow these simple steps to get help.
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We ask that you please do not contact any of our support technicians directly to report a problem or request assistance. Follow these steps to report a problem or request support. All requests are entered into our Work Order tracking system and are handled in a timely manner.
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- Check the Self-Help Documents
Before reporting your question/problem and requesting technical support, please check our Self-Help Documents first. These Self-Help Documents detail solutions to a majority of the frequently asked questions and problems that we receive. Click here to search or browse through our simple to follow instructions and see if you can solve your problem without having to fill out a work order.
- Check the current Division network/server status
If there is a network or server problem, it may affect things such as network drives (F: and G:), websites, ESS-created programs such as JIM or Student Master, etc. If there is a known network problem, we are currently working on a solution, so you may not need to fill out a work order.
- Fill Out a Work Order
If you could not find a solution in our Self-Help Documents, or if the Self-Help Documents did not solve your problem or answer your question, you will need to fill out a work order. There are several ways to do this:
- Fill out an Service Request using WES, our Workorder Entry System.
If you can log into a Division computer, your information can be automatically loaded into our Work Order tracking system using WES.
- Fill out a Service Request Form over the Internet by clicking here.
Your information will be entered into our HelpDesk tracking system.
- Call the Student Assistance & Parent Service Center at 309/298-2092 and report your question/problem.
Many times, the Student Assistance & Parent Service Center can assist you over the phone. If not, your information will be entered into our HelpDesk tracking system and will be solved by one of our technicians as soon as possible. (Have your Workstation ID ready before calling).
- After-Hours Support
If you require support before 8:00 AM or after 4:30 PM, or on weekends or holidays, please review our after-hours support procedures for steps on obtaining assistance.
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