EDIT MAIN
Plus_blue

Technology Field Guide  


Royal ISD Seal
ROYAL ISD TECHNOLOGY DEPARTMENT


HELP DESK QUICK REFERENCE 

Level Platform Guidelines
3 Eduphoria
CLICK HERE 
Level 3 Concerns represent most technology issues that occur that do not require immediate action. This include basic repairs, website approval, software downloads, that do not immediately impact the safety or quality of student learning.
2 Help Desk Email
it@royal-isd.net
Level 2 Concerns represent technology issues that need to be handled within and 24-72 hour window. These issues if not resolved will impact the safety and quality student learning. 
1 Help Desk Phone
281-934-6900
Level 1 Concerns represent technology issues that require immediate attention. These issues if not addressed immediately or within an 8-10 hour window will directly impact the safety and quality of student learning.


QUICK REFERENCE

SUBMITTING AN EDUPHORIA TICKET

HOW TO ADD A NOTE TO A HELPDESK TICKET

CHANGING YOUR PASSWORD TO ACCESS DISTRICT ISSUED DEVICES (ONSITE)

HOW TO LINK YOUR ISOPROX CARD TO THE DRIVE PRINTERS



TROUBLESHOOTING GUIDE

ACCESS & SECURITY

KEYCARD

CHALLENGE: DO NOT HAVE
SOLUTION PATHWAY: EMAIL

From a device or your personal device email the Helpdesk include the following information. Your first & last name, campus, your extension, and room number. 

CHALLENGE: LOST CARD
SOLUTION PATHWAY: EMAIL

Email the Helpdesk as well as a member of campus security (Chief Vaughn) informing them the details about losing your card. 

CHALLENGE: CARD NOT ACTIVE
SOLUTION PATHWAY: EMAIL

Email the Helpdesk as well as a member of campus security (Chief Vaughn) informing them that your card is not working. Please include your first and last name, campus, as well as any details such as your card works on one door and not another. 

ACCOUNTS, USERNAMES & PASSWORDS

WINDOWS

CHALLENGE: NO ACCOUNT (NEW TEACHERS)
SOLUTION PATHWAY: PHONE HELPDESK

Phone the Helpdesk and inform the representative that you are a new teacher in need of an account to access technology in the district. Please make sure you know your role and responsibilities. 

CHALLENGE: CHANGE PASSWORD 
SOLUTION PATHWAY: USER (MUST BE ON COMPUTER IN DISTRICT) 

From a computer in the district press CTRL + ALT + DELETE  select "Change Password"  from the menu. Enter your old password, then enter your desired password and confirm. 

CHALLENGE: CHANGE PASSWORD
SOLUTION PATHWAY: PHONE HELPDESK

Phone Helpdesk and inform the representative that you are a new teacher in need of an account to access technology in the district. Please make sure you know your role and responsibilities.

CONNECTIVITY & CONTENT FILTERING

WIFI

CHALLENGE: NO SIGNAL
SOLUTION PATHWAY: USER 

Check connectivity settings to determine if you are connected to the correct WiFi signal RISD.  

HARDWARE: CPU, LAPTOPS/TABLETS & PRINTERS 

LAPTOPS

CHALLENGE: DO NOT HAVE ONE
SOLUTION PATHWAY: EMAIL

  Email the Help Desk and inform them of your need for a district issued laptop. Please be sure to include your name, campus, room ext., 

CHALLENGE: HAVE & NEED REPAIR (SCREEN, POWER, KEYBOARD)SOLUTION PATHWAY: EMAIL

Log in to Euphoria > Helpdesk > Technology > Hardware and submit a ticket. Please be sure to include your campus, room, phone extension, conference period, and a brief description of the issue. 

DESKTOP

CHALLENGE: DO NOT HAVE
SOLUTION PATHWAY: NONE

The District is moving away from Desktops, only select personnel will be provided a Desktop computer. Check with campus administration to see if you are on the list of approved personnel. 

CHALLENGE: HAVE & NEED REPAIR (SCREEN, POWER, KEYBOARD)
SOLUTION PATHWAY: EUPHORIA

Log in to Euphoria > Helpdesk > Desktop Technology > Hardware and submit a ticket. Please be sure to include your campus room, extension, conference period time, and a brief description of the issue.