iTicket Assignment Guidelines

The assignment of iTickets go directly to the Help Desk Administrator with the expectation that 70-80% of the tickets will be successfully resolved by the Help Desk Administrator and Help Desk Techs. These would be the "Tier 1" incidents: this includes troubleshooting network physical layer issues (is the cable patched in and power is on), classroom and seminar room use, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, printing and printer maintenance, and assistance with navigating around application menus. Generally, the Help Desk Administrator is Tier 1 Support for most issue categories, but there are exceptions.

Using the basic method of "5 W's: Who, What, Where, When, Why" to evaluate the iTicket and do basic troubleshooting most tickets can be closed quickly. If not they can be escalated to the appropriate "Tier 2" iTech staff as outlined below:

Tier 2 Support

Help Desk Techs:

Classroom and Seminar Room Setup & Use

Rhett Frantz:

Systems & Network Administrator

Library
Islandora
Populi Issue
New Website Request
License Servers
Phones
VPN
Network
WiFi
Ethernet
Servers & File Services
Help Desk Administration
Password Reset
Duo two-factor authentication

Theo Kell:

IT Consultant

QuickBooks
Website Change Request
Printers
Email Reports
Antivirus/Spyware/Adware
Classroom
Web Issues
Broken Link
Google Account Issue
Email & Email List Updates
Academic Technology
Software
Hardware