TABLE OF CONTENTS
• About
About
• How To Read This Page
Existing Staff Technology
• Existing Staff Technology
New Staff Technology
• New Staff Technology
Classroom Technology
• Classroom Technology
Student Technology
• Student Technology
Building Technology
• Building Technology
Timing for Ticket Resolution (SLA)
• Timing for Ticket Resolution (SLA)
Achievement First / AF Technology Home / Team IT Menu of Services
About
Team Technology Support’s primary goal is that schools can depend on their technology and systems. When these systems and tech don’t work as expected, schools should expect to receive consistent, timely, and quality support from the team. Schools deal with countless pieces of technology daily - staff laptops, student chromebooks, projectors, doc cams, the INTERNET! With this ever-growing list, our aim with this page is to clarify the services Team Tech Support provides and to share resources for schools to troubleshoot common issues independently. We also want to align on expectations when it comes to ticket support, onsite visits and monthly DSO touchpoints. What is on this page:
Describes Team Tech Support’s scope of work for all staff and school technology and tech-related processes.
Expectations for Ticket Resolution
What to expect when sending a support ticket
DSO Monthly Call Overview (Coming Soon)
Regional IT Managers meet with DSOs monthly to discuss support at their school (ex. prioritize issues, flag relevant tech items) and provide feedback. This section will describe the rough agenda/topics for each monthly check-in.
CLICK FOR RESOURCES
Software Installation
Software Installation
While we are building the Software Installation section, please refer to the this article on how to self-install certain programs on your staff laptop (the article also links to the list of Approved AF Software). If you wish to install programs outside this list, please send a ticket. Software must be reviewed to ensure network security.
Budget
Budget
While we are building the budget section, please refer to the Technology and Budgeting page on Many Minds
Summer Readiness
Summer Readiness
Under construction - will include the following info
-
Wiring/Network Upgrade for New & Expanding School Sites
-
Existing Chromebooks and Carts
-
New Chromebooks and Carts
-
New VPUs/Projectors
-
Phone Extensions
-
Recycling
How To Read This Page
Here's how you should read each section
Tech Hardware or Process
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Items that require technical expertise (remote and onsite), intensive research, and/or network-wide planning.
How to request for item + timeline
Onsite (non-emergency) issues that can typically be handled by the operations teams. Team IT will assist onsite in case of emergencies.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Work that can be executed by the operations team but would benefit from some technical knowledge from Team IT.
WHAT TEAM IT DOES NOT DO
Out-of-scope work that Team IT is unable to do.
Existing Staff Technology
Technology for current staff members. For new staff, click "New Staff Technology" on the sidebar.
Staff Laptops
Click here for new staff laptops
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Assist in diagnosing issues when laptop is not performing as expected (slowness, freezing, etc)
Assess physical damages to the laptop and order parts to repair. For major damage, laptop may be sent to HP for repairs.is not performing as expected (slowness, freezing, etc)
Send a ticket via the IT Ticket Form or send an email to itsupport@achievementfirst.org. Most issues can be resolved remotely (IT Associate will schedule a time to remotely access staff machine).
After the team arranges for damaged laptops to be sent to HP, prepare boxes for shipment and ensure they are picked up (via usual service or by scheduling a pick-up).
Installing approved software that staff cannot self-install
Please send a ticket. Note that some software can be installed by staff members independently by following instructions here.
For laptops experiencing hardware issues, ensure that laptops that need to be checked by ITAs onsite are accessible, preferably in the main office when they arrive
Set up staff member on a loaner Installing approved staff software
Note that approved software
installs can be done remotely and staff can actually install some programs independently via Kaseya
Installing approved staff software
Upgrade laptops with expiring warranties (4 year old laptops)
The team maintains a list of
laptops that need to be upgraded (Lifecycle of staff laptops under warranty = 4 years ). When staff members are due for an upgrade, the team will contact them directly. Upgrades usually happen in batches due to the nature of IT work (usually happens before and
after the summer).
If staff members need chargers
and cables, ops teams can purchase these directly (IT can assist if ordering in bulk, for example, 20+ chargers)
IT Inventory List and links to purchase
Ensure that laptops from departing staff are collected for IT Pick-up
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Research, vet, and select laptop models and negotiates price and warranty terms
Guidance on what brand of cables/adaptors a laptop requires
WHAT TEAM IT DOES NOT DO
We are unable to upgrade laptops that are still under warranty.
Purchase laptops outside approved models (i.e. Macs).
Connect personal devices to AF Staff Wireless. (We limit devices on our network to maintain a high quality of service for both scholars and staff members and to keep their data as secure as possible.)
Staff Laptops Repairs
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Facilitate hardware repair with vendor by calling in the repair, ordering a box and obtaining a PO if necessary
Staff member will send a ticket for IT to assess if laptop needs to be sent out for repair or if the repair can be done remotely or onsite.
Follow-up with HP if laptop return is delayed (beyond 2 weeks)
Once the repair is arranged, the box from HP usually arrives within 1-2 days. Once picked up, it takes between 1.5-2 weeks until the repaired laptop arrives.
Alert ITA if box has not been picked up
Alert ITA if box has been delivered so we can confirm if laptop is now working after repair.
Some schools don’t have regular Fedex pick-ups, so schools would need to schedule a pick-up.
School Ops Teams have the ability to check repair status by using their HP Warranty Accounts (DSOs, please send a ticket if you don't have your login info)
In the rare cases that a laptop is beyond repair, Team IT will facilitate for a replacement.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
Unfortunately, the team has little control over HP’s timeline for returning repaired laptops. We can only follow-up with the vendor and ask for updates.
It is understood that accidents happen, but it is the staff members‘ responsibility to take the best possible care of all School property, including equipment, laptops, etc. Each school may have its own policy for damaged or lost hardware.
Loaner Laptops
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Provide working and up-to-date Loaner Laptops to Schools, with Outlook installed (we recommend 8-10 loaners for fully grown schools). We will purchase new loaners for new schools. For old schools, we will re-purpose out-of-warranty laptops from departing staff
Loaner set-up usually happens late in the summer. Your IT Regional Manager will discuss the process with you during summer readiness prep.
Provide staff with laptops under repair with loaners
Direct Staff to Loaner User Guide
Routinely turn on loaners to ensure that they are getting updates and running as expected
Routine checks of loaners will be part of your ITA’s onsite tasks every quarter.
Create an inventory system for tracking loaners being checked out by staff.
Ensure that returned loaners are in working condition and not severely damaged
Coming soon! We are working on ways to make laptop tracking easier for schools (ex. A report of who last logged into the loaners for easy tracking)
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
We can partner with schools to determine the best way to track their loaners.
Team IT is working on building a process to track loaners and share it with schools.
WHAT TEAM IT DOES NOT DO
We are unable to send loaners out for repairs since loaners are usually laptops with expired warranties.
Printers
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Research and select network color, B&W and poster printer. The team orders these on behalf of schools.
Coming Soon! Team IT will be providing guidance in SY 20-21 for schools who want to use external copier vendors for printers.
Team IT (via Melissa Parmigiani Lillis' school ordering process) confirms printer orders in May to be delivered and configured in the summer.
Implement basic troubleshooting steps when experiencing printer issues. If none of the steps work, please send a ticket.
For Out-of-Warranty Printers, a replacement may be necessary once issues surface. Team IT can assist in diagnosing this
Install Printer to Staff Laptop
Configure print server to include new printers or changes to existing copiers. Existing printers can be added by staff wihtout IT assistance.
Most of this is done with summer readiness, but please send a ticket if new printers need to be added once the SY starts.
Ops teams to confirm if non-ops staff members can request access to color printers.
Assist in diagnosing issues when basic troubleshooting steps fail.
Monthly sweep of network printers and copiers to ensure they are labeled, functioning and have not been moved
Please send a ticket
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
School leaders may opt to have personal printers in their offices. We can assist in suggesting brands and models, however we are unable to support wireless connections to these printers. Usually, these printers can be connected to our laptops via USB.
WHAT TEAM IT DOES NOT DO
In some cases, we can provide temporary permissions for staff to install home printers. However, we do not support any home printer issues including driver problems and compatibility with our machines.
Copiers
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
We outsource our copiers to vendors :
Atlantic in NY
Kota in CT/RI . They take care of delivery, unboxing and set-up of copiers. Schools manage this relationship independently with the vendors.
Team IT will connect copiers to the network once they are in their unboxed and set-up in their final location.
Most set-up/contract work is done with summer readiness
Set up scan-to-email and install copier on printer server.
Please send a ticket if scan-to-email is not working.
Replace toner & other consumables
Monthly sweep of network printers and copiers to ensure they are labeled, functioning and have not been moved
Call in vendor for support. Atlantic and Kota copiers usually have support information stickers.
Ensure that invoices to copier vendor are paid. Team IT is always working with vendors to ensure smooth billing and invoicing.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
While schools are responsible for the copier vendor relationship , our team can assist if your school is having trouble engaging with the vendor.
WHAT TEAM IT DOES NOT DO
The team does not physically set-up copiers on site. Our copier vendor sends tech for set-up and repairs.
Team IT is not allowed to move copiers since this violates warranty policy. School should coordinate with the vendor if they require mid-year moves.
ATS Machines (NY only)
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
We connect it to our network port, but the NY DOE is in charge of connecting it to the DOE Router (this allows the machine to connect to the system)
School ATS users may experience issues connecting to the actual portal when using their laptops. This is usually due to a Java issue. Team IT can troubleshoot this.
Please send a ticket when experiencing Java issues or when you have already confirmed a new machine with the DOE
(We can connect it to the port, but the DOE is responsible for connecting it to their router)
Schools are in charge of connecting with the DOE if they want a machine for their school or they need ATS Machine repair and troubleshooting
Each ATS machine should display contact information for repairs and troubleshooting
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
While schools are responsible for the copier vendor relationship , our team can assist if your school is having trouble engaging with the vendor.
WHAT TEAM IT DOES NOT DO
The team does not physically set-up copiers on site. Our copier vendor sends tech for set-up and repairs.
Team IT is not allowed to move copiers since this violates warranty policy. School should coordinate with the vendor if they require mid-year moves.
Staff Email
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Setting up new staff email accounts.
We are alerted automatically by the Greenhouse system when new staff join AF and sign their offer letter. Since there is a slight lag between offer letter signing and information being entered to Greenhouse, DSOs can send a ticket if they want to initiate the account creation process.
There is a 48-hour turnaround for email accounts to be created. This allows new staff to use loaners and access email while their laptop is being created.
Set-up email and calendar on mobile phone
How to use Email on Your Phone or Mobile Device
My iOS/Android device is not syncing properly with AF Calendar/Email
Please send a ticket
Reset password if necessary
Assist in recovering email archives
Troubleshoot Outlook issues (ex. Not able to send and receive emails)
Change passwords every 6 months when prompted. The team sends a regular automated message daily 2 weeks before the password will expire. While we can reset passwords, letting a password expire can cause access issues across all AF systems.
I need to update my password. What do I do?
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
We are unable to support complex email/calendar mobile phone syncing issues that are not resolved by basic troubleshooting steps
Name Changes
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Click here for Team Talent Ops' Name Change guidance
Name change requests usually occur during life events or because staff name is listed incorrectly in one of our systems. Note that name changes are a little complex and require coordination between Team IT, Team Talent Operations and DSO/Staff Member
Changes the username in most systems including email, laptop, IC, Google, etc.
Team IT does not touch the following systems: ADP, Archimedes and RAT 2.0 (see School column)
Please send a ticket
DSO confirms name change: this can be a preferred name change or legal name change.
For legal name changes, a government-issued ID must be submitted.
DSO will give employee a new W4 to complete and submit.
DSOs should submit the proof of name change to payroll through a W4 and notate the name change on the I9 form (a new I9 form is not required).
After new email is created by Team IT, the DSO needs to update the staff member’s ADP email.
Important note: ADP emails must be updated because it affects a staff member’s ability to log in to Archimedes and the RAT (Reading Achievement Tracker).
More info in the ADP Self Service Page
ADP/Payroll questions can be directed to Team Talent Operations using this ticket form.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
While most systems are covered by this process, staff members need to change their names manually for some external systems like TransitCenter and TransAmerica.
Listservs
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Manages standard school listservs. A list of standard listservs can be found here.
When new staff joins a school, the team places them in the appropriate listservs.
For role changes/moves it may take a little while to fully update listserv membership. Please send a ticket if you want to update (add/delete) listserv membership for the standard groups.
For some listservs, we may ask for DSO or Team Lead approval (ex. Teacher who is requesting to be in the Ops Group, etc)
DSO approves any listserv updates that are out of the ordinary (ex. Teacher who is requesting to be in the Ops Group, etc).
Annual listserv clean-up (usually in the summer)
Coming in 2020! The team will be building a report that allows DSOs to easily view Listserv memberships for their school.
Please send a ticket
On a case by case basis, we are able to create listservs for special purposes (ex. Listservs that are crucial for school operations and are expected to exist moving forward, not school year or group specific)
Schools can create local Outlook email group for specific purposes, example: ApolloGrade1@achievementfirst.org
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
We will not be creating any group/year specific listservs (ex. First_Grade_RoboticsClub@achievementfirst.org). We suggest that schools create local email groups for these purposes.
Local email groups are simply a collection of email addresses. Local email groups do not have a dedicated inbox and do not have calendar functionality.
Classroom and Office Phones
For Paging/Bells/Emergency Broadcast please click here.
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Coordinate with schools in the summer to determine the number of phones to buy.
Team IT also pays annual phone bills and licensing except for Hartford Schools (via Hartford Public Schools)
This is part of Team IT’s summer budget and purchase cycle. All schools are able to order additional phones based on need during this process.
If phones need to be moved or installed in the summer, DSOs need to alert Team IT during the summer purchasing process (May - June)
For mid-year issues and repairs, please send a ticket.
Coordinates with phone vendor to install new phones
New installs are already part of the summer purchasing process. Watch out for communication confirming summer purchases.
Update phone extensions
Team IT will reach out to schools to confirm entering and exiting staff in order to update
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
AF uses Cisco classroom and office phones. We are unable to support other brands.
Outside planned installs and moves in the summer, IT Associates are unable to install/move phones to locations that require major drilling. We need to reach out to our telephone vendor to arrange such installs and fees may apply.
Cellphones (Schools Only)
For Network Support Cellphones, please send a ticket.
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Team IT sets up new schools’ account with the approved provider (currently Verizon).
This is already a part of the new school set-up process.
New School DSOs will get account information from Melissa Parmigiani-Lillis.
Schools pay for their monthly bills using their own provider accounts.t.
School Staff to Network Support Transfers
School to School transfers are processed by the school - see next column
Since School and Network Support cellphone policies are different, please send a ticket and we will assist you. Once in Network Support, we can provide the staff member with various phone plan options.
School to School Transfers
DSO of the outgoing school must coordinate with the DSO of the new school to transfer accounts. The phone service sales rep can answer specific questions about this transfer. Please send a ticket if you do not know your account information.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Team IT will provide guidance on available cellphone brands.
WHAT TEAM IT DOES NOT DO
Team IT does not provide any app support for staff cellphones.
We will not permanently connect personal phones and devices to the AF Guest Wifi due to security and bandwidth concerns.
Other Staff Technology
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
All other major technology purchasing is embedded in the summer process.
Team IT will reach out to DSOs in May-June to confirm budgeted purchases for the year.
Schools can use their Amazon accounts to purchase any small technology mid-year as long as the purchases are within the school budget.
For bulk purchases (20+ items), please contact Team IT by sending a ticket. We may find a better price for you.
Most Technology items can be found in the IT Inventory List,
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
We can provide recommendations on brands/vendors for other technology needs.
WHAT TEAM IT DOES NOT DO
N/A
New Staff Technology
Technology for new hires
Technology for Staff Hired before Summer Training
(mid-July)
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Team IT creates and distributes hundreds of laptops in bulk for new staff hired prior to summer trainings (NLT, TIR, NTT).
Team IT will re-assign in-warranty (laptops less than 4 years old) and functioning laptops in good condition from exiting school staff to new staff members. Team IT will also purchase new laptops for schools based on the staff laptop inventory.
DSOs need to ensure that new staff have completed onboarding documentation
As long as schools follow the official onboarding process, Team IT will be automatically alerted and accounts and laptops will be created and distributed during summer training.
Laptops for last minute hires before summer trainings (i.e., hired 1-2 days before laptop pick-up day) may not be created by pick-up day. However, they should be ready in 24-48 hours and can be picked up at the summer training site.
In case of delays, we are able to create AF accounts for them asap (since ITAs are onsite at the training location) so they can access emails and start working on a loaner.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
During summer trainings, Team IT is posted at summer training sites. Barring any delays not under our control (delivery delays, etc) we will try our best to get laptops ready for all employees hired during this period.
Technology for Staff Hired after Summer Training or Mid-year
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Team IT is able to create a staff account around 48 hours after the offer letter is signed. This allows the staff member to access email and work off a loaner while their laptops are getting created. Laptops are usually ready between 1.5 - 2 weeks after the offer letter is signed.
Please note that Team IT will re-assign in-warranty (laptops less than 4 years old) and functioning laptops in good condition from exiting school staff to new staff members. Team IT will also purchase new laptops for schools based on the staff laptop inventory.
DSOs can send a ticket to Team IT in order to kickstart the process if an account is needed within 48 hours. While there is an automatic onboarding process that alerts the team of new hires, a ticket from the DSO will ensure that the account is created in time.
There is sometimes a gap between signing the offer letter and staff information getting added to Greenhouse
DSOs can send a ticket to Team IT in order to kickstart the process if an account is needed within 48 hours.
Once an AF Account is created, schools can provide a loaner to the new staff member so they can access their email/systems while their permanent laptop is being created.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
Team IT cannot guarantee account creation less than 48 hours after an offer letter is signed, or last-minute laptop creation. We are constantly trying to improve the loaner experience so that it’s as similar as possible to the staff laptop experience (i.e., installing Outlook and One Drive).
AF Accounts for non-AF Staff
(Part-Time/Temps/Consultants)
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
AF accounts are usually required to access AF systems like IC and Tableau reports. Based on length of temp or consulting contract, we may need to create an account for the user.
Consultants provide their own technology and laptops are not provided by AF.
Please send a ticket so we can review if we need and can create an AF account for your temp/consultant. Please allow 48 hours for an AF account to be created.
Loaners should be provided for short-term temporary employees.
The manager can send a ticket to Team IT in order to kickstart the process if an account is needed within 48 hours. While there is an automatic process that alerts the team of new hires, a ticket from the DSO will ensure that the account is created in time.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
Team IT cannot guarantee account creation less than 48 hours after an offer letter is signed, or last-minute laptop creation. We are constantly trying to improve the loaner experience so that it’s as similar as possible to the staff laptop experience (i.e., installing Outlook and One Drive).
Classroom Technology
VPUs/Projectors (Mounted and Portable Projectors)
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
PURCHASING AND INSTALLS: In the summer, Team IT purchases projectors on behalf of schools and schedules installation with a third-party vendor if applicable. We recommend that schools have at least 1-2 portable projectors in case mounted projectors break.
In NY, the team works with RDOs to get Charter Matching/Third-Party approval.
In the rare occasion that a school needs to purchase a projector mid-year, Team IT can assist with the purchase.
ITAs are unable to assist with major installations mid-year. See school column for mid-year installs.
Melissa confirms VPU orders and installations in May to be delivered and configured in the summer.
Please send a ticket for mid-year projector purchases or installs.
In the summer, ensure that white boards are installed before vendor comes to install projectors. Our installers will not schedule installs in the summer unless whiteboards are in place.
Since ITAs don’t handle installations after the summer, schools have the following options:
-
Use portable projector, if possible (to avoid installation costs)
-
For minor installs (moving a projector to an existing mount), we recommend hiring a Taskrabbit that has mounting or install experience ($50-$60 an hour)
-
For major installs (new mounting, etc) we recommend using our approved third party vendors (InShore or Red Thread).
Team IT can coordinate major installs if using an AF-approved vendor. Cost is usually $400. Scheduling will be dependent on vendor availability. Charter matching (NY)/building approval may be required for some major installs.
CONFIGURATION: Create a wireless projection profile & deploy to school sta
Most of this is done in the summer but please send a ticket if a new projector needs to be added once the SY starts.
MAINTENANCE/ TROUBLESHOOTING: Troubleshoot complex projector issues
Please send a ticket.
Basic projector information and troubleshooting
Replace bulbs
We recommend that schools change bulbs every school year (with heavy use) or every 2 school years to ensure that they work throughout the year. Note that projectors are left on often enough that proactively changing bulbs every year is best.
How to Replace Projector Bulbs
Clean/Replace Filters as needed
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Advise on known brands, what type of projector to buy.
WHAT TEAM IT DOES NOT DO
Non-classroom projector installs (i.e., if you want to install a projector in an auditorium). Team IT can connect you to our tech supplier AV experts and they can provide a recommendation.
As mentioned in the school column, ITAs are unable to assist with major installations mid-year. Major installations usually involve special equipment and are physically intensive. However, we are happy to problem-solve with schools to determine the best option!
Doc Cams
ACTION
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Team IT provides a couple of doc cam options (different price points) during the summer purchasing cycle in May-June. We have pre-selected and tested these models.
COMING SOON! Team IT will list all recommended Doc Cam brands in the IT Inventory List.
Melissa Parmigiani-Lillis will be reaching out to schools in May-June to finalize summer purchases, including Doc Cams.
Team IT can assist in purchasing new doc cams, but schools can use their Amazon accounts to purchase any replacement cords/adapters mid-year.
Cord/Adapter info can be found in the IT Inventory List, Please send a ticket if you have further questions.
Troubleshooting of minor doc cam issues
Please send a ticket.
Schools can also do some basic troubleshooting when doc cams are not working as expected.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Team IT can help diagnose if a doc cam experiencing issues needs to be replaced and can assist in contacting the doc cam vendor if the machine is under warranty.
WHAT TEAM IT DOES NOT DO
We are unable to return doc cams after warranty has passed.
Other Classroom Technology
ACTION
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
For other classroom technology such as speakers, pointers etc.
While Team IT can assist in purchasing, we recommend using Amazon for faster delivery (see school column) for small purchases (less than 20 pieces).
Please send a ticket if the school wants to order technology in bulk (20+ pieces)
Schools can also use their Amazon accounts to purchase any small technology mid-year as long as the purchases are within the school budget.
Most Technology items can be found in the IT Inventory List.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
The team can assist if schools need brand recommendations
WHAT TEAM IT DOES NOT DO
Team IT cannot install software that has not been reviewed.
Classroom technology that requires software to be installed on staff or student laptops will require review by Team IT before purchase.
Student Technology
Chromebooks
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
SUMMER PURCHASING: Team IT determines the number of Chromebooks to order per school every summer (May). We order ⅓ of enrollment.
Melissa Parmigiani-Lillis will reach out with the CB Order count in May.
DSOs need to confirm the numbers promptly in order to avoid any delivery delays.
Schools ensure that CB Order numbers are accurate by summer ordering deadline.
Since CB and CB Cart orders are large, please ensure that elevator/delivery instructions are clear in the order form Team IT sends (ex. Must be brought to the 4th floor, no elevator, etc).
Schools are also responsible for keeping CB/CB Cart deliveries secure until the scheduled IT set-up day.
SUMMER READINESS (June - August):
Ensure that existing chromebooks are examined for damage/repair needs and arranged in carts. Team IT also sends out broken in-warranty chromebooks for repair
New Chromebooks are enrolled to the school and updated
Ensure that P2P is enabled on all CBs which allows auto-updates throughout the year. Team IT will not manually update older CBs in the summer, but P2P allows them to automatically update.
Arrange for recycling pick-up for old chromebooks and carts
Team IT hands over a clean CB inventory (only active chromebooks reflected in the inventory, with location info) to ops team that OPS will maintain throughout the year.
The School ITA will walk the schools’ CB owner through how to maintain and update the inventory.
In the summer, Regional IT Managers (Vergel Mendoza in NY and Justin Schneider in CT/RI) will coordinate the daily IT schedule at schools. We usually schedule 1-2 full days at each school with the full force of the IT Team (since we’re dealing with hundreds of chromebooks at a time).
These dates are determined in advance (May-June) and shared with DSOs during their last DSO meeting for the school year.
Please communicate any specific needs during that last meeting (ex. First Day that chromebooks will be used)
Note that programs that schools need for the following year will be purchased and pushed to chromebooks by the Product/Digital Learning Team. They will reach out to schools in the summer as well.
COLLECTING CBs PRIOR TO THE SUMMER: Schools are responsible for collecting chromebooks after the last day of school and bringing them to the predetermined location as discussed with the Regional IT Managers. This is crucial to ensure that the team completes their set-up during the scheduled date/s.
Once the school year starts, the school’s assigned ITA will turnover a clean Chromebook inventory based on summer set-up. They will walk the schools’ CB owner through how to maintain and update the inventory (see next row)
DURING THE SCHOOL YEAR (August - June):
Push approved software to Chromebooks
Aid schools in CB troubleshooting and arranging repairs
Assist when a large number of chromebooks need updates prior to testing
Please send a ticket for any Chromebook issues during the school year.
CB TRACKING: Schools are in charge of keeping track of chromebooks throughout the year and ensuring that they are in good condition and returned to their assigned carts for easy tracking. Schools can use the CB inventory to track repairs and decommissioned CBs
Your school ITA will walk you through the clean CB inventory and how to use it during the Ops-IT training in the beginning of the new school year.
BASIC TROUBLESHOOTING:
Schools can troubleshoot basic CB issues independently. Team IT will help with CB troubleshooting and can confirm if schools need to send CBs out for repair, please send a ticket.
Scholar is unable to login to a CB
Digital Learning/Student Software FAQ
CB REPAIRS: If a CB is in-warranty and definitely needs to be repaired, schools can independently arrange for repair pick-ups. NY schools can track repairs via the HP School Repair Interface.
NY: Sending Chromebooks for HP Repair
CT/RI: Masana Tech will pick-up chromebooks for repair once a week. Please contact your ITA if your CBs have not been picked up
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Team IT will work with schools to determine the number of CBs to buy in the summer based on the available budget.
Team IT can also provide guidance and facilitate CB purchasing between schools if necessary (for schools who are willing to sell surplus in-warranty CBs).
WHAT TEAM IT DOES NOT DO
To ensure scholar safety, Team IT can only add pre-approved scholar software to chromebooks. We are unable to add non-approved apps, such as games. Educational games still need to be approved by our Digital Learning Team. Please send a ticket if you have any questions.
All our scholar chromebooks come with Google Safe Search which blocks inappropriate content. Outside of terms blocked by SafeSearch, Team IT is unable to block specific keywords unless they are critical to scholar safety.
There are paid third-party software that allow schools keyword-level control for their CBs. Please send us a ticket if your school is interested in this software.
Student Google Accounts
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Student accounts are automatically created around 48 hours after their enrollment is entered in Infinite Campus.
Team IT ensures that scholar accounts are in the right organizational unit (OU = school) and can access apps/settings for that school.
Please send a ticket if a scholar is unable to access their account 48 hours after enrollment.
SCHOLAR NAME CHANGES: Scholar google accounts are linked to IC accounts so scholar names need to match. Please send a ticket to resolve any name changes that prevent scholars from logging into their google accounts.
Schools can use this report to identify IC/Google name mismatches as well as IC courses/rosters that are usually required for student software.
ENROLLING TO IC COURSES: School ops are also in charge of ensuring that scholars are enrolled in the relevant IC courses (ex. Digital Learning Course, Math Course) to ensure access to certain scholar digital programs.
Team IT can troubleshoot when a scholar’s account is disabled (usually happens when a student leaves AF and comes back), and resetting passwords.
Team IT can also assist in disabling accounts for withdrawn scholars.
Note that all AF Alumni who graduate from AF as 12th Graders keep their AF email accounts.
Please send a ticket
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
To ensure scholar safety, Team IT can only add pre-approved scholar software and extensions to chromebooks. We are unable to add non-approved apps, such as games. Educational games still need to be approved by our Digital Learning Team. Please send a ticket if you have any questions.
All our scholar chromebooks come with Google Safe Search which blocks most inappropriate content. Outside of terms blocked by SafeSearch, Team IT is unable to block specific keywords unless they are critical to scholar safety.
There are paid third-party software that allow schools keyword-level control for their CBs. Please send us a ticket if your school is interested in this software.
Chromebook Carts
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
SUMMER PURCHASING: As with Chromebooks, Team IT determines the number of Carts to order per school every summer (May).
Melissa Parmigiani-Lillis will reach out with the cart count in May.
DSOs need to confirm the numbers promptly in order to avoid any delivery delays (there is usually a long wait time for carts).
Schools ensure that CB Order numbers are accurate by summer ordering deadline.
Since CB and CB Cart orders are large, please ensure that elevator/delivery instructions are clear in the order form Team IT sends (ex. Must be brought to the 4th floor, no elevator, etc).
Schools are also responsible for keeping CB/CB Cart deliveries secure until the scheduled IT set-up day.
SUMMER READINESS (June - August):
Wiring/Rewiring of new and old carts, ensuring that wiring is neat and CBs organized
Arrange for recycling pick-up for old chromebooks and carts
In the summer, Regional IT Managers (Vergel Mendoza in NY and Justin Schneider in CT/RI) will coordinate the daily IT schedule at schools. We usually schedule 1-2 full days at each school with the full force of the IT Team (since we’re dealing with hundreds of chromebooks at a time).
These dates are determined in advance (May-June) and shared with DSOs during their last DSO meeting for the school year.
Schools are responsible for collecting chromebooks and carts after the last day of school and bringing them to the predetermined location as discussed with the Regional IT Managers.
This is crucial to ensure that the team completes their set-up during the scheduled date/s.
DURING THE SCHOOL YEAR (August - June):
Troubleshoot minor issues with carts
For major issues, we can assist in contacting the vendor/arranging a replacement or repair.
Carts are rarely purchased mid-year, but Team IT can assist if necessary. Please note that mid-year cart orders may take some time to deliver and set-up.
Please send an IT Ticket.
Ensure that carts are are maintained and organized throughout the school year
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Team IT can recommend approved cart brands or smaller Chromebook tubs (portable tubs that hold CBs that can be carried from classroom to classroom).
COMING SOON! Team IT will list all recommended Cart and Tub brands in the IT Inventory List.
For carts and tubs purchased through AF, Team IT can aid in contacting the vendor for any repairs, replacements, or delivery issues.
WHAT TEAM IT DOES NOT DO
ITAs are unable to repair any major damage to carts. We can assist in contacting the vendor to see if the warranty covers a repair or replacement.
We cannot provide support for carts from non-approved vendors.
Tablets/iPads
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
PURCHASING: Team IT can assist in purchasing tablets (Apple iPads or cheaper Android tablets) throughout the school year.
Please send a ticket if your school wants to purchase a tablet. Delivery usually takes 1-2 weeks.
Schools are in charge of tracking their tablets and ensuring that they are in good condition.
SET-UP: School tablets will be on the AF Mobile network and apps are pushed via Mobile Iron. This software allows us to manage tablets centrally and ensure that only approved apps are installed in tablets.
Please send a ticket for initial Mobile Iron set-up or if the school needs an app that is not available to install via Mobile Iron (app may need to be reviewed for security purposes)
Mobile Iron set-up can be done remotely but the school needs to work with the ITA to:
-
Supply tablet serial #
-
Connect the tablet to the guest network initially in order to receive settings (Mobile Iron/AF Mobile Network settings)
Schools should check for tablet updates a few times a year to ensure that apps work as expected
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Team IT can assist in determining the best pricing and selecting tablet brands based on school need.
Together with the Digital Learning Team, we can also recommend approved mobile apps or programs to schools.
WHAT TEAM IT DOES NOT DO
Since apps are pushed via Mobile Iron, the Apple or Android Store cannot be accessed on school tablets.
Please send a ticket if the app you need is not available via Mobile iron (app may need to be reviewed for security purposes)
We are unable to support scholar or staff owned tablets (personal devices).
Other Student Technology
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Some student technology purchasing is embedded in the summer process (ex. Some schools have budget lines for Chromebook Mice and Headphones).
Team IT will reach out to DSOs in May-June to confirm budgeted purchases for the year.
Schools can use their Amazon accounts to purchase any small technology mid-year as long as the purchases are within the school budget.
Most Technology items can be found in the IT Inventory List.
Team IT can assist in purchasing high volume items midyear (ex. 100 headphones). For smaller quantities, we recommend using amazon for faster delivery (see school column)
Please send a ticket
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
Team IT can recommend brands/vendors to schools
COMING SOON! Team IT is constantly updating IT Inventory List to include all recommended brands/vendors.
WHAT TEAM IT DOES NOT DO
Team IT cannot install software that has not been reviewed.
Student hardware that requires software to be installed on staff or student laptops will require review by Team IT before purchase.
Building Technology
Internet Connection and Network Issues
Note: Team IT pays for our wireless access centrally, so schools are not responsible for paying any wifi/internet monthly bills. New and growing schools are in charge of paying invoices for equipment and materials used for wiring.
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
NEW/EXPANDING/MOVING
SCHOOLS: The Network Infrastructure Team ensures that new and growing schools have wireless internet access. This work is done in the summer in coordination with Team IT, Team Facilities, the school ops team, and external vendors.
No action required from new and growing schools to trigger wiring. As soon as new sites are greenlit (ex. Facility secured, lease signed), the team starts the wiring and internet procurement process.
The team will coordinate with the DSO and Team Facilities to confirm the final floor plan and how each room will be used.
DSOs would also need to pay the invoices for any equipment and hardware used for wiring. This is the same process as paying invoices for other tech purchases like Chromebooks and Classroom Equipment.
DAILY RELIABILITY: Internet outages and issues will happen, but our goal is to make these instances as rare as possible. We aim to provide reliable internet access daily and quick resolution when issues occur.
We have 24/7 monitoring on all school sites and we are alerted immediately when sites are experiencing issues (alerts are also sent to us 24/7, and we mobilize asap).
We can troubleshoot and resolve most issues remotely due to our infrastructure set-up, but some issues require an ITA to be onsite. If on-site work is required, we will get an ITA to your site asap even if it’s not a school visit day. Team IT may ask a member of your ops team to check some items for us that will help us troubleshoot (i.e., color of blinking lights on certain equipment, etc)
While Team IT is alerted automatically when equipment-related outages happen (i.e., equipment failure, power outage, etc), please send a ticket if you are experiencing internet issues (connectivity or performance issues) in the building. See school column for useful information to gather.
If a major outage is ongoing, the team will send regular updates via email.
For major outages during crucial testing days, the team coordinates with Team Assessment Ops to determine if extensions or other test window changes are needed.
For smaller/isolated issues, we will regularly update the school via the ticket/s.
For testing days especially, ensure that non-instructional internet activity is not using up bandwidth. Please remind your staff to avoid any video or music streaming during test dates.
While IT is alerted automatically when outages happen, feel free to send a ticket for other internet issues in the building. Including the following information will help us investigate:
-
How many people are affected
-
Is it affecting both staff and scholars?
-
Is the internet slow only for certain sites (i.e., just NWEA MAP) or all sites (we suggest doing a google search and clicking through results)
-
For isolated outages, identify floor or rooms experiencing issue
Team IT may ask a member of your ops team to check some items for us that will help us troubleshoot (i.e., color of blinking lights on certain equipment, etc)
LONG TERM RELIABILITY:
The team ensures that all equipment and hardware are working as expected and are under vendor warranty/eligible for vendor support (ex. Wireless Access Points, Back-up Power Supplies).
No action required from school
The team has a process for equipment replacement in the summer and throughout the year if necessary.
Most of these can happen without disrupting the school day.
The team will reach out to the school if they need building access off hours or if the internet needs to be taken down temporarily (after school hours) in order to install or replace equipment.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
CELL SERVICE: Team IT does not support boosting/improving cellular service at our school sites. We have explored some options in the past and signal boosters proved to be cost prohibitive ($10,000+) and not at all reliable (cell service providers try to block any signal boosters).
For back-up communication, some schools have bought walkie-talkies or used the AF paging system to communicate across the building.
OUTAGES: Sometimes, our internet issues are due to external factors we cannot control, like a downed power line or a larger issue with the provider. In these cases, the team will still provide regular updates but resolution time may be longer.
REPLACING EQUIPMENT/HARDWARE:The team will not replace hardware and equipment that is still working as expected and still supported by the vendor.
Webfilter and Blocked Sites
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Scholar and staff safety is our top priority and we automatically block unsafe and malicious sites.
For Staff: Most websites are accessible except for clearly unsafe, malicious or inappropriate pages.
For Students: All chromebooks are protected by our webfilter which blocks clearly inappropriate material that keeps us in compliance with federal safety regulations. In addition, we utilize Google SafeSearch that will filter the search results that scholars find on Google (according to Google’s metrics).
Please send a ticket if you need to access a blocked site.
Team IT will review and unblock if the site isn’t unsafe or malicious or disruptive to instruction.
Schools that use Securly (a paid program that allows keyword-level blocking) have the ability to unblock certain sites for their scholars without IT assistance.
Invest in the Student Digital Citizenship Course to promote scholar online safety and responsibility.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
Outside of terms blocked by Google SafeSearch, Team IT is unable to block specific keywords unless they are critical to scholar safety. That said, without the paid app described below, we cannot guarantee that specific keywords will be 100% blocked.
A paid program called Securly allow schools to have keyword-level control for their CBs. Please send us a ticket if your school is interested in this software.
Security Cameras (Meraki)
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
We will set-up and troubleshoot issues for schools that use Meraki Cameras for security purposes.
We will assist in the purchasing of Meraki cameras and arrange for Red Thread to wire and mount the cameras.
To set-up the system, the school needs to find the money in their budget to pay for the equipment and licenses. Please send a ticket once you are ready to start the process.
The cost (for the camera and a 3-year license) is roughly $1300. Wiring and mounting costs roughly $500 per camera.
Manage footage from security cameras
The footage is accessible from any internet-connected computer (internal or external) through an Okta app which IT can add to specific accounts once the camera has been purchased. Footage is also retained on the camera.
If the school wants to retain specific footage from the cameras, they must do so via the system within 20 days (this is the length of time the cameras store footage). Beyond 20 days, footage is overwritten.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
IT Associates are unable to install Meraki Cameras themselves since it requires special equipment. Team IT can arrange for Red Thread to do this install for the school (roughly $500 per camera).
Team IT cannot retrieve unsaved footage beyond 20 days.
Announcement TVs
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
Note: Team IT provides limited support for announcement TVs.
If their budget allows, schools have the option of purchasing large (~50 inch) TVs for displaying announcements/messages.
Team IT can assist in purchasing the equipment from our vendor and help with simple set-up at the school. For more complex set-ups (wiring/drilling for wall mounts, etc), the team can assist in connecting the school with a third-party vendor (ex. Red Thread or Masana)
Please send a ticket
The school supports the daily use of Announcement TVs. In the past schools have broadcast messages using the following methods:
-
Connecting a USB stick into the TV (Powerpoint/Images are saved in the USB)-
-
If the Announcement TV is by the main office, schools have connected a laptop to it via HDMI cable
-
Coming Soon! We will provide detailed guidance on equipment that can be connected to the TV (similar to a Roku or Amazon Firestick) that allows for messages to be sent to the TV via a website interface. Note that the school would need to purchase this equipment/subscription.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
Beyond purchasing and initial set-up, Team IT does not support the actual daily use of Announcement TVs. We will provide options and guidance for schools to do this independently (see school column)
Bells, Paging, and Emergency Broadcast (Informacast)
WHAT TEAM IT DOES
HOW TO GET HELP FROM TEAM IT
SCHOOL RESPONSIBILITIES
We will set-up and troubleshoot issues for schools that use the Informacast System for Bells, Paging and Emergency Broadcasts.
If their budget allows, schools can also opt to purchase IP speakers from our vetted vendor in order to broadcast bells, and pages in the hallways.
Team IT will also escalate the issue to Informacast in case complex issues arise.
To set-up the system, please identify a member of your school's Ops team to own maintenance of the Bell Schedules
Then, please send a ticket to let Team IT know that you intend to use this system, and need assistance setting it up.
For other issues, please send a ticket.
A member of your school ops staff needs to own the system and maintain Bell Schedules for your school.
WHAT TEAM IT CAN PROVIDE GUIDANCE ON
N/A
WHAT TEAM IT DOES NOT DO
We currently don’t support the creation of custom bell sounds due to the complexity of the process.
We don’t support connecting analog speakers to our system. If a school wants speakers in the hallways, they need to purchase the approved IP speakers.
Timing for Ticket Resolution (SLA)
For emergencies, a member of Team IT will be sent to your site to troubleshoot. Emergencies may include:
-
School is experiencing a major internet/phone outage
-
School is experiencing significant network slowness during scholar testing
-
Technology issue is affecting scholar and staff safety and security
For non-emergencies and for issues that do not involve vendors (ex. Laptops sent out for repair), we commit to responding and resolving tickets within the following business hours. Note that our business hours are between Monday to Friday 8:00 AM to 6:00 PM. Our team uses data from our ticketing system, Zendesk, to ensure accountability. It runs a clock between when the ticket is opened up to when it is resolved/closed, and pauses the clock outside business hours and during national holidays:
