IT Service Desk, Admin Techs, and Applications Support and Training Team
This team consists of three smaller IT teams that combine to provide exceptional customer service for the Anchorage School District.
The IT Service Desk team answers internal calls and attempts to resolve issueswithout escalation to other teams.
During COVID-19, this team had to move to remote and add parents and students to the support queue, without pause. Over 10,000 parent and student tickets were resolved during this time.
From October 2020 to October 2021, the IT Service Desk Team answered 22,000 phone calls from staff, parents, and students.
The IT Service Desk - Admin Techs, stationed at the Education Center, provide in-person support for theadministrative department sites including Maintenance, Operations, and Student Nutrition. This team provides Zoom and in-person support for each ASD School Board meeting, technical support for all events at the ASD Education Center, and the yearly Learning and Leadership Summit. In the summer of 2021, this team upgraded 27 Cafeteria Manager computers in two weeks to be ready for food service at summer school sites. Once the summer sites were set up, the remaining 60 sites were upgraded before school started. This team also provided laptops to 301 new AEA staff members to ensure they were prepared for school start.
The IT Applications Support and Training Team provides essential support and training for staff using instructionalsystems. The team revamped the ASD Required Training program, now housed in Canvas, to make them user-friendly. They provide training and support for Q to teachers, clerical staff, and principals.
This team also works directly with the Assessment Department, providing technical setup and support for all ASD Testing Applications.
As the face (or voice) of IT, these three teams are at the front lines and vet every phone call and ticket that comes to the department.