East Penn School District
Technology Helpdesk

 (Click Here) in order to submit an technology request work order

Times of Operation:
Helpdesk is open daily from 7:30 AM to 3:30 PM.

Methods of Operation:

• All support calls are to be directed to the Help Desk @ extension - 18324
  
• When possible the Help desk staff will attempt to correct the problem over the phone.
• If the Help Desk staff is unable to correct the problem through phone support, the call will be logged, given a priority, and assigned to a technician.
• Response to help desk calls will be within three working days on the highest priority, four days on normal priority and six days on the lowest priority.
• This three-day period does not mean the problems will be solved within this time but that communication will be established with the user, by the technician.
• If additional time is required (i.e. ordering of parts), the user will be notified, and a spare piece of equipment will be given if available.  

User Responsibilities: (Before calling help desk)

• Write down any error messages. This makes it much easier for us to identify exact problems.
• Remember what programs you were using when it happened.
• Tell us what kind of computer you are using. Windows vs. Macintosh, Laptop vs. Desktop? 
• Reboot your machine. Often problems can fix themselves if you close down the program you are having the problems with and then open it again.
• Information you will need when calling:  Name, Building, Room number, equipment type and number, problem description, any other information that will help the technician.

Unsupported Applications: (AUP)
District procured software programs may also be inspected and/or accessed to ensure compliance with this Policy and other
School District Policies, to protect the School District’s resources, and to comply with the law. Users may not use their personal computers to access the School District’s intranet, Internet or any other technology resources unless approved by the Superintendent of Schools or his/her designee either individually, by policy, or by written procedure. The School District intends
to strictly protect its technology systems against outside and internal risks and vulnerabilities. Consequently, users are required to fully comply with this policy and to immediately report any violations or suspicious activities to the Superintendent of Schools or his/her designee.

Select (here) to get a full PDF copy of our Acceptable Use Policy