1. Your TTL: Steve Hampson Your IT Director: Jill Baker
Your TSS: Bob Williams
Your TTL: Steve Hampson
Your IT Director: Jill Baker

2. TSS Workload
In the past five years MNPS has seen an incredible amount of new technology enter the field. Each TSS is responsible for upwards of 1500 (or more) machines … MANY times that of our secular counterparts. TSS’s usually have tickets in their queues at the beginning of the term and for several months afterward. We are constantly striving to offer the best service in the least amount of time. Thank you for your patience when we are a bit overrun. That is why we are sharing this information … to empower you, through education and familiarization, to be able to perform light troubleshooting and maintenance on your own systems. It will even carry over into your private life as you deal with technology at home.

3. Evolution of Customer Support
Because of the immense amount of technology entering the field, it is now necessary to partner with school faculty and staff to assist in the deployment of equipment. We deeply appreciate your help and understanding accepting this paradigm shift.
Today – Self Service
Yesteryear – Full Service

4. 4 Tiers of Maintenance Tier 1 – User Maintenance
Familiarize, and connect new and existing equipment; check connections, shutdown/restart before opening a service request, maintain 6” clearance around the computer for ventilation and service access.
Tier 2 – Helpdesk Maintenance
The MNPS Helpdesk will perform preliminary troubleshooting steps in an attempt to resolve the issue over the phone. If they are unable to resolve they will escalate the ticket to the TSS.
Tier 3 – TSS Maintenance
The TSS will perform all onsite maintenance to resolve technical issues on computers, peripherals, network, and phones; install software, drivers, updates, and other applications.
Tier 4 – Depot Repair, ISG, ESG, SSG, or NOC Maintenance
If a TSS is unable to resolve a problem in the field the ticket is escalated to higher a higher level … Network Operations, Telephony, Depot Repair, Server Team, Desktop Team, CTM Functions, etc.

5. Message from Jill Baker
CONNECTING COMPUTERS IN CLASSROOMS:
Please advise your teaching staff to connect their teacher and student computers up in the classrooms themselves as much as possible.   Our manpower is limited and more wisely used in getting schools up and running and tending to school wide needs.   If teachers run into trouble after attempting to set up computers themselves, please open a Helpstar ticket with details about their needs and the ticket will be prioritized according to the Cluster’s Start of School needs. 
CLASSROOM AND INK JET PRINTERS:
Please advise your teaching staff that TSS’s will not be able to support or install personal ink jet printers in classrooms.   The District supports networked laser copiers and printers placed school-wide for printing through print servers.

6. You Can Do This !

7. Interactive White Boards
Volume
Treble
Bass
Audio cable connection
Switch
The IWB’s volume is massive. It can be the only audio source you may need!

8. Connecting Your Phone
Insert one end of the network cable into the network jack on the phone and the other end into the network jack on the wall.
Insert the power cable into the phone’s power jack and plug the power supply into an AC outlet.
Some phones receive power from the network cable and do not have separate power supplies.
Hit the purple MSG button to access voice mail options.
Power
Network
Power Supply

9. Connecting Your PC Connect power cord.
Insert one end of a network cable into the network jack on the rear of the computer and the other end into the network wall jack, computer jack on the bottom of your phone, or port on a network switch. Make sure you have connectivity – one light blinking, the other on solid.
Computer

10. Power & Peripheral Connections
Connect power cables and powers supplies preferably to a surge suppressor.
Connect keyboards, mice, and peripherals to the rectangular USB ports.
Connect video (blue connector) to video jack.
USB Port
Keyboard,
Mouse,
Printer,
or Other
USB Device
Video

11. Cables-To-Go Box
Provides video from pc to the monitor and projector/ELMO.
One output will go to the Elmo if you have one.
If you ever have blank video on the monitor or projector … check the power connection!
Cable to Monitor
Cable to Projector
or ELMO
Cable from PC
Power

12. Connecting Your ELMO Power USB Interface - Cable to PC
Cable to Projector Interface
Cable to Cables-to-Go Box

13. Connecting Your Projector
Network IN (NOT ACTIVE)
Left/Right Audio Cables
from DVD, VHS, etc.
Video Cable
from DVD, VHS, etc.
Video Cable from PC,
Cables-to-Go Box, or ELMO
(careful not to bend pins when connecting)
Audio Cable from PC

14. Power Supply Identification
Power supplies required for the telephone, speakers, and cables-to-go box.
Speakers (12 VDC)
Telephone (24 VDC)
Cables-to-Go Box (9 VAC)

15. Caution - Network Loops
A network loop can take your classroom or even the entire school network down!
Example: Two network cables connected to two network jacks on a phone.
Example: A single network cable plugged into two network jacks.

16. Installing a Network Printer
Click on “Start”
Click on “Printer and Faxes”
Click on “Add a Printer”
Click on “Next”
Click on “Connect to this Printer” (second option)
Type \\sbamnpsprint06\ into the field and a list of printers should show up
Click on the printer you wish to install (the name can be found on the printer)
Choose if you want it to be your default printer
Click on “Finish”

17. Installing Non-Standard Printers and Other Devices
Users may now install their own printers, thumb drives, external hard drives, etc … if they have a signed driver that has been registered with Microsoft.
However, due to liability issues, MNPS TSS’s do not officially install or support these devices.

18. Selecting a Default Printer
Right Mouse Click on Printer, then
Left Click on Set as Default Printer

19. Self-Installing Software
This function may soon be disappearing, but in the short term this icon can be used to install software. Choose “User Console Library” and then “Where did everything go?”
You will be directed to our new SCCM server interface for self-installing software downloads.
If you do not see the software you wish to download, open a Helpstar ticket for a TSS to load your software.

20. It Just Isn’t Working … All electronic devices are prone to problems.
Take a deep breath, quickly start end user troubleshooting.
If your efforts are fruitless … escalate the problem to the MNPS IT Helpdesk.

21. Before/After Opening a Ticket
Check all network, peripheral, cables-to-go box, power connections, and all connections at the wall.
Shutdown, turn off for a few seconds, and restart the computer.
Always be sure to use your application “Help” tab/option to ask or answer your application questions.
Buddy System – Adopt a neighbor for help.
If you open a ticket – Offer a complete description of the problem only (minus commentary) including room#.
CLEAR a generous work area around the equipment for the TSS to effectively operate in.
Submit 1 ticket PER issue. (1 ticket for the phone, 1 ticket for , 1 ticket for the printer) Tickets that have a long list of different issues make it impossible to escalate and prioritize.

22. How Do I Open a Ticket ? 269-5956 helpdesk@mnps.org
Double click on this icon
Type helpstar.mnps.org
(Also linked in Favorites as Help Star)

23. Web Based HelpStar
Click on the Helpstar icon on your computer desktop. This will take you to a page to fill out a trouble ticket.
Enter a detailed description of the problem. Include every possible symptom no matter how small.
Example: “Computer doesn’t work” tells me nothing. Help me to understand and prioritize your service. I may be able to help you much quicker, even via , if I understand your problem.
Refrain from including additional comments about how critical your equipment is to your job or effectiveness. We already understand this and adhere to a priority system already in place.
PLEASE - Enter your room number!
You should receive a confirmation after ticket creation

24. Helpstar User Interface

25. Inventory ControI
Never move an inventoried item (with an asset tag) from one room to another without the knowledge of your Inventory Specialist and Principal. (your Principal MUST authorize the move before it is made).
When inventory reconciliation occurs, ensure that what is on the room inventory balances with what is in your room and under your charge.

26. Backing up Your Data
MNPS IT is not responsible for your data. One of the best ways for teachers to back up their data is by following a few basic steps to place a personal files folder on their desktop and copying the files from there to a thumb drive.  On your desktop, right click the mouse button and choose New. From the popup menu, choose Shortcut. In the window, type %userprofile% . Then click Next. Accept the new folder name or alter it to your desire. Click Finish. There will be a new folder on your desktop with your name for the shortcut. You are now ready to copy all of the folder’s contents to your external storage device (Flash drive, USB drive, H drive, etc.).

27. Files to Back Up
Right click and select ALL of the folders. Copy those folders to your thumbdrive, flashdrive, USBdrive,
H Drive, etc.)
DO NOT JUST RIGHT CLICK AND COPY THE DESKTOP FOLDER! Doing so will not copy the files contained within!!!

28. “H” Drive
Faculty and Staff have access to a 2Gb personal disk space called the “H” Drive. Use for saving data (such as documents) or backing up personal data.
H Drive
Your “H” Drive can be found in the “My Computer” icon on your desktop.
Remember to use right click, copy and paste, and other tools to move data.

29. Care and Cleaning
A damp, soft cloth for monitor screen and external surfaces. Spray water on cloth … not surfaces.
If needed - vacuum exposed surfaces, ventilation areas, Keyboards, and accessible filters in an exceptionally dirty environment. No internal components to be vacuumed by user.
Maintain a 6 inch ventilation zone around computer at all times.
Projector Filter
Ventilation Areas

30. Best Practices
Use the Outlook Client on your Primary computer. Use Outlook Web Client or Outlook365 on other computers.
Maintain a 6 inch ventilation zone around computer at all times.
Work from your flash drive or H Drive – not your local drive. Some users save to Dropbox (but we do not encourage its use).
Backup your data at least one a week.
Clean an ample workspace around your computer if expecting service.
Never open an from someone you don’t recognize or that may look suspicious (perhaps containing an unusual attachment).
Reboot your computer once a week.
Do not install Google Chrome.

31. Coming Attractions ! Office 365 Internet Explorer 11
Will provide a 1TB OneDrive for saving documents
Will provide a 25GB mail inbox
Will provide better collaboration capability with students
Internet Explorer 11
Will be automatically downloaded soon

32. Useful Information Wireless settings are
schools.mnpsk12-wifi (MNPS devices)
use your MNPS username and password
mnps-guest-wifi (for NON-MNPS devices)
Login: mnpsguest
Password: schooliscool
Settings
Account type: Exchange
Server: outlook.office365.com
Domain: schools
Login: schools\your MNPS username and password

33. Staff Password Policy Do NOT share your password with anyone
If you have NOT changed your password in the last week, please change it now – otherwise it will expire on 6 August.
Password limitations:
Minimum eight characters in length
Must contain characters from three of the following groups:
English uppercase characters (A-Z)
English lowercase characters (a-z)
Base digits (0-9),
Non-alphanumeric characters (e.g.!, #, $,&,%)

34. Student Password Policy
Passwords should NOT be shared among students
Generic Accounts will be used ONLY for signing the AUP & in elementary schools
ALL Middle and High school students will be required to use their individual logins and passwords to log into any MNPS device
A new tool, xDAD, will be available for staff to assist in student password resets, etc.
Password limitations:
Minimum eight characters in length
Passwords will need to be changed twice yearly – at the beginning of each semester
New Generic Student Credentials: aupstudent
aup2014

35. Questions? Connections? HelpStar Button? KBOX Button?
Care and Cleaning?
HelpStar?
Policies?
Printers?
Inventory?