ISTS Support Team Procedures
Content
sscapfs02/Shared/ISTS/NEWtechnologistfolder/Documentation Author: Steve Kennedy, Updated 09072011
Support Teams
This concept consists of five teams of technologists each scheduled to work together one day a week. The purpose will be to provide ongoing support for Instructional Support and Technology Services (IS/TS) department staff and, ultimately, to all of the schools and district sites. This will also create many opportunities to increase individual team members’ knowledge and skills with ongoing, realistic, professional development. The ability to work as individuals and teams will also be beneficial to everyone. Each team member will start and end their day at the Support Services Center (SSC). Individual team members or the entire team may be dispatched to work on special projects or to provide assistance to other IS/TS department staff at any of the district sites. Tasks will be assigned by the Lead Technician after coordination with the Repair Technicians, Help Desk Technicians and Engineers. When possible, tasks will be identified at least one day prior to the support team’s assigned day to discuss the details and scope of work with team members. All work will be documented by Web Help Desk (WHD) service requests. A service request will be created prior to beginning the work and will be updated throughout the task until it is finally closed with all of the applicable troubleshooting and repair information including the final solution or conclusion. The current schedule with team assignments is below. The scheduled support team day is actually part of the normal weekly schedule and not considered “flex time” as in the past. Each team and team member is expected to follow this schedule no differently than a regular work day at the assigned school or site. Requests for support pool assistance will be submitted to the Lead Technician in advance so that time is available to schedule the work and ensure that the support team is available to assist. A WHD service request with detailed information will be the format for requesting this support.
Monday Mike Keith Dawna Angie
ISTS Support Teams Wednesd Tuesday Thursday ay Polly Elaine Shari Liz Suzanne Elias Peggy Barb Tony Lonnie Steve S. Kim
Friday Alanna J.D. Kay Nick Becky
Support Teams
This concept consists of five teams of technologists each scheduled to work together one day a week. The purpose will be to provide ongoing support for Instructional Support and Technology Services (IS/TS) department staff and, ultimately, to all of the schools and district sites. This will also create many opportunities to increase individual team members’ knowledge and skills with ongoing, realistic, professional development. The ability to work as individuals and teams will also be beneficial to everyone. Each team member will start and end their day at the Support Services Center (SSC). Individual team members or the entire team may be dispatched to work on special projects or to provide assistance to other IS/TS department staff at any of the district sites. Tasks will be assigned by the Lead Technician after coordination with the Repair Technicians, Help Desk Technicians and Engineers. When possible, tasks will be identified at least one day prior to the support team’s assigned day to discuss the details and scope of work with team members. All work will be documented by Web Help Desk (WHD) service requests. A service request will be created prior to beginning the work and will be updated throughout the task until it is finally closed with all of the applicable troubleshooting and repair information including the final solution or conclusion. The current schedule with team assignments is below. The scheduled support team day is actually part of the normal weekly schedule and not considered “flex time” as in the past. Each team and team member is expected to follow this schedule no differently than a regular work day at the assigned school or site. Requests for support pool assistance will be submitted to the Lead Technician in advance so that time is available to schedule the work and ensure that the support team is available to assist. A WHD service request with detailed information will be the format for requesting this support.
Monday Mike Keith Dawna Angie
ISTS Support Teams Wednesd Tuesday Thursday ay Polly Elaine Shari Liz Suzanne Elias Peggy Barb Tony Lonnie Steve S. Kim
Friday Alanna J.D. Kay Nick Becky
