Helpdesk Basics
1.
RESTART YOUR DEVICE!
For all minor problems it is always a best idea to give a good'ole reboot!
2.
SUBMIT A TICKET
Submitting a ticket for any problems you can't resolve helps to get your issues resolves faster!
3.
GIVE US THE DEETS!
The more you can tell us the faster we can help you! Room number? Time to meet? etc.,.
4.
NO WALK-UPS
Please make sure to always send messages through ticketing system and avoid coming up tech rooms!
5.
NO PERSONAL DEVICES
Make sure not to bring your google assistant or a home computer on our network
6.
HOTSPOTS
No for real! If you bring your hotspot and use it there are more changes of interference which can lead to no internet connectivity
7.
USE JUDGEMENT
If you see any foul play by Scholars and Staff alike - Please let us know!
GO FOR
rockits support
We take pride in supporting our staff and scholars at all levels of needs. To get support your one stop shop is help.catalystschools.org. Please make sure to submit a ticket for all things tech!​​
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Average response time: 30 minutes
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Average time to complete a ticket: 2 hours ​​​​
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Scholar Tickets
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Scholars will have various issues with their device or account throughout the year. Please be aware that you will be the liaison submitting a ticket. We will then find the scholar and resolve the issue as soon as possible. ​​​
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Helpdesk Etiquette​
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Smartboard Issues
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Teachers should submit a tech support ticket for any Smartboard-related problems.
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Chromebook Issues
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If a scholar’s Chromebook is broken, the teacher should submit a ticket. The scholar should keep the broken device until a replacement is delivered.
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Chromebook Chargers
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Scholars are responsible for bringing their chargers to and from school. Lost chargers will result in a replacement fee.
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Scholar Account Issues
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Submit a ticket to IT with a description of the issue.
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Internet/Network Issues
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Staff should submit a ticket using their phone, or contact IT directly via call or text (Number available at bottom of Rockits.org).
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​Scholar Loaner Devices
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Teachers must submit a ticket to request a loaner device. A loaner will be delivered to the scholar, and the ticket will remain open for one day. If the original device is not returned by the end of the day, a lost device fee will be applied to the scholar’s account until it is returned.
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Entering a Ticket ​
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1st - Navigate to https://help.catalystschools.org
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2nd - Check the knowledgebase (KB) tab for similar problems and their solutions.
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3rd - If there are no solutions in the knowledgebase, then tab create a ticket by clicking on the “Submit a ticket” tab. Fill in the ticket fields with the relevant issue information. ​​
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Remote Sessions ​
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The ROCKITS may remote into your computer to resolve a ticket
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You can chat with the ROCKITS member and display the issue you are having (your presence is required).
​​​​​​​​ ​
GO FOR
We take pride in supporting our staff and scholars at all levels of needs. To get support your one stop shop is help.catalystschools.org. Please make sure to submit a ticket for all things tech!​​
-
Average response time: 30 minutes
-
Average time to complete a ticket: 2 hours ​​​​
​​
​​​
Scholar Tickets
-
Scholars will have various issues with their device or account throughout the year. Please be aware that you will be the liaison submitting a ticket. We will then find the scholar and resolve the issue as soon as possible. ​​​
​​
​​
Helpdesk Etiquette​
-
Smartboard Issues
-
Teachers should submit a tech support ticket for any Smartboard-related problems.
-
-
Chromebook Issues
-
If a scholar’s Chromebook is broken, the teacher should submit a ticket. The scholar should keep the broken device until a replacement is delivered.
-
-
Chromebook Chargers
-
Scholars are responsible for bringing their chargers to and from school. Lost chargers will result in a replacement fee.
-
-
Scholar Account Issues
-
Submit a ticket to IT with a description of the issue.
-
-
Internet/Network Issues
-
Staff should submit a ticket using their phone, or contact IT directly via call or text (Number available at bottom of Rockits.org).
-
-
​Scholar Loaner Devices
-
Teachers must submit a ticket to request a loaner device. A loaner will be delivered to the scholar, and the ticket will remain open for one day. If the original device is not returned by the end of the day, a lost device fee will be applied to the scholar’s account until it is returned.
-
​​​​
​
Entering a Ticket ​
-
1st - Navigate to https://help.catalystschools.org
-
2nd - Check the knowledgebase (KB) tab for similar problems and their solutions.
-
3rd - If there are no solutions in the knowledgebase, then tab create a ticket by clicking on the “Submit a ticket” tab. Fill in the ticket fields with the relevant issue information. ​​
​
​​​​
Remote Sessions ​
-
The ROCKITS may remote into your computer to resolve a ticket
-
You can chat with the ROCKITS member and display the issue you are having (your presence is required).