ITSS Help Desk

Before Calling The Help Desk

To help us better serve you, when calling the help desk please be prepared to answer the following preliminary questions:

  • Who you are (teacher, administrator, school staff, department staff)
  • Where are you located, what school/building/town, what room?
  • When did the problem occur?
  • Did you try to resolve the problem?
  • Did you contact your school?s technology leader?
  • What kind of computer equipment and operating system are you using (Mac, Windows; OS version)?
  • What equipment are you using (name, make, model, YTG sticker)?
  • What is the problem (please be specific)?

  • Software problem:

    • What software are you having problems with?
    • Can you start the software?
    • Have you tried to restart the computer?
    • Have there been any changes, upgrades, or software installed on your    computer lately?
    • Is there an error message? If so, what is it?

    Hardware problem:

    • What are you having problems with (computer, printer, scanner)?
    • Have you tried to restart the computer?
    • Have there been any changes, upgrades, or software installed on your    computer lately?
    • Is there an error message? If so, what is it?

    Printer problem:

    •What kind of printer equipment are you using (Laser Printer, Ink Jet)?
    • Is it a network printer or a local printer?
    • Is there an error message or blinking (red) lights? If so, what is it?
    • Have you restarted the printer and/or computer?

    Internet/ Network:

    • Dou you have problems connecting to a web site (if yes, be specific which    site you try to access)?
    • Do you have problems connecting to your e-mail?
    • Do you have problems connecting to your file server?
    • Do other users around you have the same problem?
    • Is there an error message? If so, what is it?

    E-mail:

    • Which e-mail service are you using? YESnet or YNet?
    • What e-mail software are you using (Outlook Express, Outlook 98,    Webmail, Eudora)?
    • What is the problem (please be specific)?
    • Is there an error message? If so, what is it?

    User ID/ Password:

    • Have your user id handy.
    • What network system are you connecting to? YESnet or YNet?
    • Is it your e-mail user id or network/file server user id?
    • If you call regarding student user id/password, have the student id and    grade/class handy.

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    Information Technology Support Services

    ITSS supports and maintains the department's hardware, software, and network infrastructure; 2,000 desktop computers, 350 printers, 35 network server, and a Yukon wide private IP network connecting 30 sites to the Internet. ITSS supports two OS platforms, Macintosh and Windows on two different domains - YNeT and YESnet.