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Repairs

Repairs. High/Middle Schools have full time help desk “manager”. Our help desk managers. Have wireless network passwords. Have student usernames/passwords. Have computer “Administrator” passwords. Report a Weekly inventory report. Does “Level 1” support for students and teachers.

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Repairs

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  1. Repairs High/Middle Schools have full time help desk “manager”.

  2. Our help desk managers • Have wireless network passwords. • Have student usernames/passwords. • Have computer “Administrator” passwords. • Report a Weekly inventory report. • Does “Level 1” support for students and teachers.

  3. Level 1 support (Help desks) • Restart  • Random setting changes (zoom)  • Software updates - Filewave • Check basic setup / name of laptop, filewave working?  • Key replacements  • Reimaging  • PRam/SMC Resets

  4. Level 2 (Techs) • Provide support to Help Desks   • Network Accounts  • New device deployments  • Assist Infrastructure team with network/wireless issues  • Level 1 support for elementary schools

  5. Level 3 support • Evaluate incoming laptops and determine if they are warranty or non-warranty. • Tests run at our office. If will power up and no obvious physical damage, run MRI Diagnostic.  Ethernet, preferably plugged in through Thunderbolt on same local network as Apple Server running the MRI application.  Usually ends up being warranty, Image restore, Drive repair, SMC reset, etc...  *Occasionally a laptop gets past Level 1 and 2 and we fix/return.

  6. Apple warranty repairs • Troy re-runs MRI and gets info to log into GSX  • Some come back (liquid spills for example) as non-warranty • Almost 1000 warranty repairs processed this year.

  7. Non-warranty repairs • Cracked screens, liquid spills, missing keys, etc… sent to Arey Jones for repair. • Around 800 non-warranty repairs processed this year. • About 220 liquid spills (from $100 on up)  • Over 300 cracked screens (about $450)  • About 125 missing keys/broken keyboards  ($0 - $200)  • The rest were Power problems, Wireless, trackpad, speakers, ports, bent, burnt, etc...

  8. Power adapters • About 4000 power adapters replaced this year. • Over 3000 of those were warranty. • Improved process during year to decentralize the work and allow schools to process their own orders.

  9. Staff pd • Techs/Help Desk staff working on certs this summer. • Help Desk to get Support Essentials (Software) cert. • Techs to get both Support Essentials (Software) and ACMT (Hardware) certs.

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