Learn about our help desk.

 

Our help desk operates from 8:30 to 4:30.  We have a 3-tiered system (see below).  Ron Bishop oversees all levels of the support system.  We are using a new software package (Heat from FrontRange Solutions) that insures regular communications with our community and reminders to IT employees about outstanding calls.  

 

In IT, everything we do follows these priorities:

All calls are handled first by priority and then by order by which they were called in. 

Classroom situations	Priority 1
Server/Network Issues	Priority 2
Machine not working at all	Priority 3
Critical application or hardware	Priority 4
Non-critical application or hardware	Priority 5

 

Read our announcement to the community about our support center.   

 

 

Tier 1:  Student staffed phone system. 

Our students now have more technical documentation, instruction and know-how to help people thru particular problems over the phone. 

 

Tier 2:  Technical support group.  Students (who have been promoted to these positions) and IT employees go out to machines to help with computer problems. 

 

Tier 3:  Escalation.  Any call can be escalated to the best IT employee for that particular problem.  Sometimes with escalation you will have multiple people working on the problem (for training, backup or other reasons).