Model: STEM teachers and students have on-demand access to maintenance support for instructional technology; IT equipment is rarely inoperable for extended periods of time
3.4 - Tech Support
Our school has a full-time Instructional Technology Facilitator. When teachers have technical issues, they place a work order that goes directly to her. She responds to the issue at hand as quickly as possible. If she is unable to resolve the issue, she assigns the work order to the county's Technology Department. Technicians in our school system are assigned 3-4 schools to manage. Our technician visits on a daily basis to resolve the technical issues. All issues are resolved in approximately 24 hours.
It takes longer when parts have to be replaced or repaired. Due to the number of Chromebooks in our county, our Technology Department keeps those on hand, which allows them to be fixed within a 24-hour period. Our Apple computers have to be sent directly to Apple, which takes approximately one week. iPads are sent to a local company for repair, which takes approximately one week. We keep spare devices on hand for these situations. When devices are removed from students and teachers, the individuals are given temporary devices.
The document below is a report pulled from the work order system. Our teachers use the system to report technology issues for our technology department to resolve.
