We’ve received multiple reports of printing issues that seem to be related to the internet outage that we had yesterday. Each time, the printing issues were resolved by restarting the computer. If that doesn’t fix your printing issue, please contact the Help Desk.
The issues with the Secure wireless network have been resolved. If you continue to have problems, please first try restarting your computer and then contact the Help Desk if that doesn’t work (x4357, firstname.lastname@example.org, or submit a Happy Fox ticket).
We are currently experiencing district-wide internet issues. Technology staff are aware of the problem, and are working on a resolution.
We’re excited to announce a new partnership that will allow ICCSD Student ID cards to be used at the public libraries within our district. Over the past six months, we’re grateful to have had the opportunity to work with the Iowa City Public Library, Coralville Public Library, and North Liberty Public Library to implement this complex project. Some of the highlights of this program include:
- an exemption from fines and late fees
- access to books at any public library location, along with access to digital materials, books on CD, and other media
- ability to check out up to 3 items at a time
- access to the public library system for all ICCSD students in grades K-12
We’ve been able to integrate our systems such that this service will be available to students immediately (pending distribution of ID cards to elementary students, which is underway).
Read on for the full release:
For a number of years, District schools and facilities have been served by a combination of the centralized Help Desk, along with a technician who is assigned to a group of buildings. Typically, technicians are responsible for 6-10 schools, depending upon school size, and handle almost all types of support requests generated from those buildings. The three comprehensive high schools are each served by a full-time technician, each of whom also have responsibilities related to the student technician internship program.
While this approach provides consistency for our schools and other sites – who can generally anticipate being supported by a single individual – it creates substantial challenges in terms of coverage for long-term absences, limits our ability to efficiently specialize support, and makes it difficult to respond to demand surges (at the beginning of the school year, for instance).
Implementing a New Model
Beginning today, we will be implementing a new model that maintains the high school building technician roles – support services for the high schools will remain largely unchanged – but expands the role of our Help Desk while converting technician assignments to support category-based rather than building based for all other schools and sites. For example, if a printer-related ticket is submitted by Borlaug Elementary, the technician responding will be one who has printing as a category assignment, rather than a technician who has Borlaug as an assigned school.
The support categories align with those in our ticketing system, and include:
- Accounts, Software, and Cloud Services
- Classroom Technology, Networking/Internet, and Printing
- Hardware Repair and Support
Each category will have two assigned technicians, providing greater resiliency in the event that one staff member is unavailable. Service will still be delivered via the Help Desk and in schools and classrooms, and this model will allow the department to more accurately assign support requests to the proper technician(s), to target our internal professional development around areas of specialization, and to provide more consistent service throughout the District.Continue reading Tech Support Changes