1. Introduction Ms. Rivera, Sacko & Gonzalez HelpDesk@houstonisd.org

2. Student Laptop Deployment: Collect $25 usage fees -Distribute laptops to students with all paper works and payments. -We will deploy laptops at a central location (206). Students must have a pass to come to room 206. -Conduct Digital Citizenship Lesson for students. -Instruct students to create and place name tags on laptop bags. -All student laptops come with a strap. It must stay attached always. ***Once a week: conduct a quick, visual check of student laptops. Keep an eye for potential problems and be consistent.

3. If you ever have issues or need the Help Desk assistance Please send in a ticket through the district at helpdesk@houstonisd.org and they will assign it to our campus.helpdesk@houstonisd.org The email just needs a brief description of what is being needed. (much like the one you sent us.) Your name: School name: Room #: Description: Your are more than welcome to always send us a email as well (some would send me the ticket verification via E-mail.) Tickets will assure we get to it as we get the request. Thank you, SHMSTC Help Desk

4. Help Desk Procedures Sam Houston MSTC

5. Pass to 206 Teacher issues a pass for student to seek help in room 206. Please include time stamps on student passes! Student reports to room 206, with problem laptop. Help Desk Help Desk examines laptop and decides on course of action. Minor fixes will be performed immediately. Technical issues requiring more time to remedy will necessitate students returning to class with a pass. Follow up Please, do not send students to inquire about problem laptops. Keep them in class! Help Desk Staff will send student helpers to either deliver fixed laptops to students, or to invite students to pickup their laptops. Minor Technical Issues : No Internet, no sound output, cannot log-on PS Connect or Edmodo, browser issues, password problems, and etc…

6. Missing Laptops Inform students to report missing laptops immediately to their teachers, AP, and other adults present. Teachers and AP’s should alert the help desk staff when a laptop is reported missing, found, and returned to students. Stolen Laptops Please inform student to report to room 206, during class or lunch hours. There is a lengthy paper work and filing process involved. Help Desk staff will issue a pass and a receipt for the student’s record. Follow up Please, do not send students to inquire about problem laptops. Keep them in class! Help Desk Staff will send student helpers to either deliver fixed laptops to students, or to invite students to pickup their laptops. Major Issues : missing laptops, physical damage to laptops, and cracked screens.

7. Call the Police Call the local police department immediately. File a report ASAP. Get a police report for your record. Help Desk Inform the Help Desk Staff and your AP. Turn in the police report and complete necessary documentations in room 206. Follow up Help desk staff will report the issue to HISD IT. Help Desk Staff will issue replacement laptop to student. Off-campus Issues : stolen laptops at home, in a car, or at a public/private facility.

8. DO’s Teachers: send in all tech request to HelpDesk@houstonisd.org HelpDesk@houstonisd.org Student Laptops must stay in assigned bags at all times. Take computer away until bag is brought back the next day.(you may bring laptop to the help desk room for safe keeping). Remind the students that its is safer to keep there names on their laptop bags to avoid complications. ***Put the laptop to use, daily but not all the time.

9. DON’Ts Don’t send student laptops to helpdesk as punishment. Must have name tag in front of bag. Don’t let students leave there bags behind.(restroom and cafeteria too) Do not let the laptops be stacked any higher than 5. If a student is wondering if there computer is ready, don’t let them leave class to come ask helpdesk. (Tell them to stop by in the morning or after school.)