Technology Customer Services

  • District Goals for Technology Services

    Provide:

    • Courteous, timely and professional customer service.
    • Reliable access to stable and robust district technology resources.
    • Technology aligned with P/K12 Achievement Indicators designed to improve student learning outcomes. 

    Technology Services operates from: 

    7:30am - 4:30pm Monday through Friday.

    Helpdesk: 

    7:00am - 4:30pm Monday through Friday.

    Technology Services strives for a high level of service and user satisfaction.

    Response Time:

     Response Time = Issue acknowledged by communication from Technology Services and reasonable estimate established for time to resolve. (Limited to Technology Services operating hours). Please note: Technology Services is not staffed nights, weekends, or holidays.

    Disclaimer:

    Due to volume, service times are all doubled for September. All times are based on ticket time-stamp in incident tracking system. Requests that do not fit under our service list will only be considered as time allows and as a courtesy. Some requests may not be considered based on the mission of the district. 

    Getting Support 

    Tier I

    Contact your Building Technology Assistant or Technical Resource Specialist.

    These teachers and staff should be your first stop to getting help. If they are not available, please contact the helpdesk.

     Tier II

    Contact the helpdesk.

    Phone calls: (425) 204-HELP (4357) Technology Services will create ticket and attempt to resolve your issue on the first call.

    Voicemail: Ticket created within two business days.

    Emails to Helpdesk: Emails to helpdesk@rentonschools.us automatically generate tickets in incident tracking system. Please include your computer name, room location, and availability times. If you are new to the district, please call first. 

    Tier III

    Helpdesk will attempt to remedy the issue on the first call. If they are unable to do so, the ticket will be escalated to a Field Support Specialist. 

    Tier IV

    If the Field Support Specialist is unable to address your issue, the issue will be assigned to a System Analyst. The System Analyst will attempt to resolve your issue. It the System Analyst cannot resolve your issue, they will escalate to the Technology Services Infrastructure team or the appropriate vendor.

     

    Technology Services Building Assignments

    Building assignment list.

    Please do not contact technicians directly as their priority will be to respond to requests from our incident response system.

    All support requests should go directly to helpdesk@rentonschools.us to be entered automatically into our incident response system for fastest resolution.

Contacts