Service Desk...

  • Here’s how to request Tech Support:

    1. Service Desk Request
      1. Parents, the first time you visit the Service Desk you will need to register. Follow the video or document directions to register.
      2. Students, grades 6-12, you should enter your service requests, use your DASD credentials, it’s Single Sign-On (SSO). Follow the video or document directions for submitting a service request.
      3. Students, grades K-5, your parent or teacher should service requests on your behalf.
      4. DASD employees, your online Service Desk portal account is Single Sign-On (SSO).
      5. The online Service Desk is available 24/7/365.
      6. Please enter one service request per issue. Please do not submit duplicate requests. ONE request per item/student/employee.
      7. Samples of tech support topics to use the Service Desk for:
        1. Password resets on apps.
        2. I can’t login to Schoology or Infinite Campus.
        3. Something went wrong with my student registration, help!
        4. My network drive is missing.
      8. Response times vary depending on demand and request type. However, the goal is to respond to each Service Desk request within one business day after being opened.
    2. Service Desk Live Chat:
      1. Customers must first login to the Service Desk, per the above directions.
      2. Service Desk Live Chat availability:
        1. Mon – Thur: 7:00 – 9:00 AM, 2:00 – 4:30 PM
        2. Friday: 7:00 – 9:00 AM (Sorry, no PM hours on Fridays)
        3. The Service Desk Live Chat icon will not be available to click on outside of these times.
        4. If all the Service Desk Live Chat agents are engaged, the customer will be notified.
      3. Samples of support requests to use the Service Desk Live Chat for in two minutes or less:
        1. How do I check my voicemail?
        2. How do I clear the cookies and cache?
        3. Could you provide me with the link or directions to (insert site)?
        4. We moved, how do I change my demographic information?
        5. I’m leaving the district, how do I return my child’s device?
      4. If the Service Desk Live Chat cannot be resolved in a few minutes, it will be converted into a Service Desk request by the agent.
    3. Service Desk Phone Support for EMERGENCIES at: (610)269-8460 Ext: 81811
      1. Phone support availability for emergencies:
        1. Monday - Friday: 7 AM to 4 PM
      2. Samples of emergent scenarios to call in for:
        1. I see incorrect information for my child(s) demographic information in Infinite Campus.
        2. We’re getting 404 messages when trying to access Schoology.
        3. Connectivity in the classroom is down.
        4. Classroom projector is not working.
      3. If the reason for calling is not emergent, the agent will direct the customer to enter a service request, per the above.

    The Technology Division Structure: Pursuing UNRESOLVED Service Desk Requests:

    Three Teams of the Technology Division - Main DASD Phone# (610) 269-8460

    1. Network & Security
      1. Mike Balik, Team Leader - Ext# 11510
        1. WAN, LAN, Wi-Fi
        2. Print, Enterprise Software deployment
        3. Phones, Account Creation - SSO
        4. Doc management, Back-ups, DR
        5. Network Infrastructure and Security
    2. Data & Applications
      1. Danielle Stanislawczyk, Team Leader - Ext# 11511
        1. Enterprise Software Support
          1. Infinite Campus - SIS
          2. Schoology - LMS
          3. eFinance Plus - Payroll/Purchasing
        2. Applications: BlackBoard, ClassLink, IXL, Destiny
    3. Systems & Support
      1. Kat Lawyer, Team Leader - Ext# 11512 with Amy Madden - Ext# 11514
        1. Support: ‘Boots on the Ground’
          1. All 1:1 devices and deployments
          2. All end user break/fix
          3. Remote and in person support, drive up support
        2. Systems: Webmaster, Google, Helpdesk

    If your Service Desk request remains unresolved after making the appropriate contacts above, please contact:
    Dr. Gary J Mattei, Director of Technology - Ext# 11501