Frequently Asked Questions - Technology Support


[1] Computer/Equipment Support

[1.1] What is the general policy regarding computer support?

  • District standard computers less than 6 years old are supported
    • Standard desktops include: Dell GX755, GX745, GX620, GX280, GX270; HP/Compaq Evo D530, D510
    • Standard laptops include: Dell D830, D820, D810, D800, D630, D620, D610, D600; HP/Compaq NC6000, N620, N610, N600; BM Thinkpad 2658 and 2652
    • Approximate dates to reach six (6) years of age:

      Desktops

      Date Model
      2/2008 HP/Compaq D500
      2/2009 HP/Compaq D510
      7/2010 HP/Compaq D530
      5/2010-9/2010 Dell GX270
      12/2010-1/2011 Dell GX280
      5/2012 Dell GX620
      5/2013 Dell GX745
      2/2014 Dell GX755

      Laptops

      Date Model
      10/2008 - 5/2009 IBM ThinkPad 2658
      10/2008 - 5/2009 IBM ThinkPad 2652
      4/2009 HP/Compaq N600c
      4/2009 HP/Compaq N610c
      1/2010 HP/Compaq N620c
      3/2010 HP NC6000
      2/2010-1/2011 Dell D600
      2/2010-1/2011 Dell D800
      6/2012 Dell D610
      6/2012 Dell D810
      8/2013 Dell D620
      5/2013 Dell D820
      12/2013 Dell D630
      2/2014 Dell D830
  • Non-standard desktops/laptops require DTIS approval
  • List will be updated as new models are introduced
[1.2] Does the DTIS (Division of Technology and Information Systems) support Macintosh computers?
  • Yes, the following district standard models are supported: MacPro, iBook 1.2 GHZ, G4 PowerBook 1.3 or 1.5 GHZ, G4 Tower 933 MHZ, G5 Tower 1.8 or 2.5 GHZ, iMac Desktop 1.6 or 1.8 GHZ, eMac Desktop 1.25 GHZ

    Release Date

    6 years of age

    Model

    1/2002

    1/2008

    PowerMac G4 Tower 933 MHZ

    1/2004

    1/2010

    iBook G4 1.2 GHZ

    1/2005

    1/2011

    PowerBook G4 1.5 GHZ

    4/2004

    4/2010

    eMac Desktop 1.25 GHZ

    6/2003-6/2004

    6/2009-6/2010

    PowerMac G5 Tower 1.8 GHZ

    6/2004

    6/2010

    PowerMac G5 Tower 2.5 GHZ

    8/2004

    8/2010

    iMac G5 1.6 GHZ

    8/2004

    8/2010

    iMac G5 1.8 GHZ

    9/2003

    9/2009

    PowerBook  G4 1.3 GHZ

    8/2006

    8/2012

    MacPro Dual 2.66 GHZ

    11/2006

    11/2012

    Xserve Dual 2.66 GHZ

    5/2007

    5/2013

    MacBook 2.0 GHZ

    6/2007

    6/2013

    MacBook Pro 2.4 GHZ
  • List will be updated as new models are introduced

[1.3] Does DTIS support the TTI (Teacher Technology Initiative) computers?

  • No, TTI computers are older than the 6 year old threshold for support.
[1.4] What will happen to machines over 6 years old if they are in good condition"?
  • Generally, if the machine is operating without problems and with causing any problems, DTIS will leave it alone. However, DTIS does not provide technical support for such devices. Trying to load software can lead to additional problems i.e. OS licensing, troubleshooting and parts are more costly.
[1.5] What does the term Total Cost of Ownership" or TCO mean?
  • Costs incurred to maintain and upgrade a system from a hardware/software perspective can often supersede the cost of a brand new computer system. Once this level is reached, the owner must consider the Total Cost of Ownership and ask "Will it cost me more to continue to own and service/support/upgrade this system than to purchase all new systems? If the answer is yes, consider the latter -- a much more fiscally sound decision
[1.6] Do you support donated computers?
  • Yes, only if the computer fits our standards and age requirements
[1.7] Do you provide parts when repairing machines?
  • No, those items not covered under warranty, but are less than 6 years pose a problem because there is no DTIS budget for replacement parts
    • Sometimes (no guarantee) we scavenge parts from other non-functioning computers
    • Otherwise, acquisition costs of parts is the responsibility of the school, office or department
  • Important Note: To reiterate, it is sometimes more costly to fix or upgrade a PC over 3 years old than it is to purchase a new one
[1.8] How often should I replace my computer equipment?
  • You should replace your equipment on a 4 or 5 year "rolling" replacement plan. The 4 year replacement plan means you should replace 25% of your computers every year, and in 4 years you will have replaced all of your systems. This would alleviate the problem of trying to replace everything at the same time.
[1.9] How do I purchase locks for computers ordered for my school?
  • At the time of creating a requisition, you can purchase the required number of lock down devices with your Dell order. You must receive on both locks and computers before scheduling for your computer installations
  • Note: if a lock is required, e.g. for Apple computers and other non-Dell PC systems you should direct this request for lock down devices to the Help Desk
[1.10] What kind of support is provided to Special Education staff?
  • Special funding has been allocated for special education laptop support. While resources are available contact the help desk to make your request for technical support for special education laptops.
  • Upon depletion of the special support funding all special education laptops will be serviced on Fridays. From 8:30 a.m. - 12 noon at the Longfellow location by appointment. Those requesting service for desktops should call the help desk.
[1.11] What kind of support is provided to Special Education to accommodate customized service requests?
  • Customized services are available while funding last
  • Given the appropriate lead time (a minimum of 2 weeks), required to address compliance issues and the typical response time, the requestor of service can call the Help Desk to schedule an appointment for service
  • Important Note: Work required to test software/hardware compatibility is done prior to placing the Help Desk ticket via the DTIS Project Management Office and may take up to three weeks
[1.12] What other equipment is supported by the help desk and/or field service technicians?
  • Printers
  • Scanners
  • Personal Digital Assistants (PDA’s)/handheld computers

[2] Software Support

[2.1] What software can be installed?

  • Software that has been approved by LEA and DTIS can be installed on DPS computer systems
[2.2] Does that include software installations requested by principals and other administrative areas?
  • Yes
[2.3] What level of support does DTIS provide for software applications?
  • Field service technicians will provide technical support. We do not provide support regarding specifics of the application itself

[2.4] What is limited license software?

  • The district has purchased a limited amount of licenses for certain applications. These applications are used in certain circumstances and are not applicable for widespread use.
[2.5] How may I get access to limited license software?
  • The principal or departmental director may make the installation request, however due to the fact that there are a limited amount of licenses; only one license is available per school or two per departmental area.
[2.6] What is the Local Network Administrator (LNA) program?
  • The Local Network Administrator (LNA) program is structured to provide a school or office delegate a “DPS Certified” method to accomplish specific technology-related duties in the DPS workplace. To have someone function as LNA in a school or business office, the following is required:

    a.) an administrator’s recommendation of an ed tech, tech coordinator, teacher, or other non-administrative staff person who is willing to function as LNA for the school/business office.

    b.) successful completion of a pre and post-assessment of technical skills as offered in the LNA Course.

    c.) 100% attendance at LNA course sessions,

    d.) a signed agreement to abide by guidelines as set forth in the Local Network Administrative Agreement and Software Usage Policy.

[2.7] What do the terms administrative rights or administrative access mean?
  • Both terms refer to administrative permissions granted to staff that are responsible for service and support on behalf of the DTIS -- in schools and business offices.
  • Local Network Administrators are granted limited administrative access to computer systems at their schools.

[3] Help Desk Support

[3.1] What kind of help desk support is available?

  • The Help Desk supports all DTIS issues, Telecommunication issues, and Audio Visual issues
    • This can include: setting of proxies for the internet; troubleshooting problems a user may have in accessing the PC; password resets for iMail, and iCalendar; password resets for Domain access; and, PeopleSoft issues that could cause a user not to be able to order supplies. The ability to check on the process of ordering supplies is supported, as are AS400 password resets, and the configuring and resetting of AS400 sessions
    • Please Note: Priority response will be given to Student Information applications, financial, and procurement issues

[3.2] Can I request at home Internet access for my computer that was purchased by the district?

  • No, we do not provide support for at home Internet access

[3.3] What happens if the help desk cannot solve my problem?

  • Any issue that cannot be solved by the Help Desk is given a Field Service ticket and assigned to the appropriate servicing group.

[4] Telephone/Wiring Support

[4.1] What kind of telephone support is provided?

  • Until further notice we can only provide repair service for requests classified as an emergency, i.e. main telephone line into the schools, fire alarms, pool phones, principal's hotline, counselor’s offices, and special education classroom phones will be serviced
[4.2] What if I have funds to pay for telephone service that is not considered an emergency?
  • The help desk will create trouble tickets for non-emergency calls. However, the requestor must agree to provide funds needed to complete the work. If not, the trouble ticket will be closed. If the requestor indicates that funding is available, the trouble ticket will be assigned to an approved vendor who will estimate the cost to resolve the issue. If the estimate is acceptable to the requestor and Network & Communication Services, to continue the process, the requestor must enter a requisition for the work that will result in a Purchase Order being issued to the vendor
[4.3] What kind of support is provided for wiring issues?
  • Until further notice we can only provide repair service for data wiring repair for Administrative offices, Student Information Systems, or PeopleSoft access that meet District funding guidelines
[4.4] What if I have funds to pay for data/wiring requests that are not considered an emergency?
  • The help desk will create work tickets for new data drops and all other data wiring repairs, but the requestor must have the funds to pay for the work. If the requestor indicates that funding is available, the work ticket will be assigned to an approved vendor who will estimate the cost to perform the service. If the estimate is acceptable to the requestor and Network & Communication Services, to continue the process, the requestor must enter a requisition for the work that will result in a Purchase Order being issued to the vendor.
[4.5] What is the procedure for dealing with telephone and/or wiring vendors as they complete the job(s)?
  • When the approved vendor arrives at your location, they have been instructed to sign in at the Administrative desk at the central office. Upon completion of their work they have been instructed to sign out.
  • Upon completion of the work at your location, the approved vendor has been instructed to obtain a signature from either the work requestor or the principal. This signature signifies that the requested work has been completed satisfactorily. If the work requestor or the principal are is not available when the technician is ready to leave, the vendor has been instructed to return to the work location on the next business day to obtain the signature. The Help Desk will follow-up with a call to the requestor to verify that the work has been completed satisfactorily
  • To determine the status of an open work ticket, please contact Network & Communication Services @ 873-3250 office
  • Do not receive on the Purchase Order until the work has been completed to your satisfaction and has been verified by a Telecommunications technician.
[4.6] I want to have wireless installed at my school. What is the process?
  • Because the district has standards in place for wireless connectivity, you must contact the help desk for further instructions

[5]Audio Visual Support

[5.1] What kind of Audio Visual support is available via the help desk?

  • Setting up AV equipment for Board Meetings, or other special needs where AV Equipment must be setup or loaned out
  • Pickup of equipment or delivery of AV equipment
  • Request for AV equipment repairs and/or AV equipment parts
[5.2] How do I get ID Badges made if my school has no badge making equipment?
  • Call the help desk to request the service

[6] Remote Access

[6.1] Can I have Access to PeopleSoft from home?

[6.2] Can I have Access to the Student Information Systems (CIMS) from home?
  • You will be required to have either a DSL or Cable modem high speed connection to connect to the district’s network using a virtual private network (VPN). Please contact the help desk for additional information and instructions

[6.3] How do I access the internet using my DPS equipment outside of the DPS network?

  • When you are connected to the DPS network, all internet traffic must go through a proxy server. This is an Internet Options setting within Internet Explorer. Please refer to the following document to turn this setting off when you are attempting to connect to the internet outside of the DPS network (from home, in a hotel, at a coffee shop, etc.).
  • Updating IE Settings to Access Internet

[6.4] Do I need to have VPN access to connect to the internet outside of the DPS network?

  • Generally no. If you are connecting to the internet for general browsing or to access your DPS email, you do not need to have a VPN connection.

    If you need to get to DPS applications like AS400 and PeopleSoft or need access to documents that are located on a DPS server, then you require a VPN connection.

    To obtain VPN access, please review the VPN Policy, review and sign the DPS confidentiality agreement and complete the VPN request form.

  • VPN Policy
  • Employee Confidentiality Statement
  • VPN Request Form


[7] PeopleSoft Financial/eProcurement Questions and Concerns

[7.1] How do I check my school’s budget?

  • Refer to: IT Help Desk, Office of Financial Training and Tech. Support, Budget Department
[7.2] How can I suggest a new vendor to be added to the system?
  • Refer to: Contracting and Procurement

[7.3] How do I purchase goods and services?

  • Refer to: If principal is a first time PeopleSoft system user, refer him/her to the Office of Financial Training and Tech Support to schedule training or one on one simulation lab assistance. The IT Help Desk or Contracting and Procurement teams can help users who have been through the eProcurement training courses and have already received access to the PeopleSoft system.

[7.4] How can I obtain training to use the PeopleSoft eProcurement System?

  • Refer to: Office of Financial Training and Tech Support

[7.5] How can I obtain access to the PeopleSoft systems for me or my staff?

  • Refer to: Send written request to the Office of Financial Training and Tech Support, can also obtain security access request form from the Intranet.

[7.6] I cancelled a Requisition on the system today and the budget money is not available to me. Why?

  • Refer to: Contracting and Procurement, Office of Financial Training and Tech Support

[7.7] I have not received my Office Depot or other direct merchant vendor order, who can I contact about this?

  • Refer to: Contracting and Procurement

[7.8] Who should I contact if I am having problems creating a requisition in PeopleSoft ?

  • Refer to: IT Help Desk, Office of Financial Training and Tech. Support, Contracting and Procurement

[7.9] What is the status of my purchase order?

  • Refer to: Office of Financial Training and Tech. Support, Contracting and Procurement

[7.10] Who can help me if I need assistance with Receiving on merchandise in the PeopleSoft system?

  • Refer to: IT Help Desk, Office of Financial Training and Tech. Support, Contracting and Procurement

[7.11] Why hasn’t my requisition been turned into a purchase order yet?

  • Refer to: Office of Financial Training and Tech. Support, Contracting and Procurement, Grant Compliance (if Fund 12/Fund14)

[7.12] I am receiving a budget error when trying to create a requisition, yet the track budget is stating that money is available?

  • Refer to: Office of Financial Training and Tech. Support, Budget Department

[7.13] Vendor is calling principal stating that they have not yet received payment and the invoice has been sent to Accounts Payable, Why?

  • Refer to: If vendor setup to access the e-Supplier Portal direct them to use this system or contact Accounts Payable

[7.14] Why are fully paid purchase orders and/or requisitions still showing up on my school’s open Requisition and/or Purchase Order reports?

  • Refer to: Office of Financial Training and Tech. Support, Contracting and Procurement

[7.15] Why are requisitions that I created on a prior date still showing up with a status of pending?

  • Refer to: Office of Financial Training and Tech. Support, Contracting and Procurement

[8] Other Questions...

[8.1] Does the district support Novell based applications?

  • No, we only support Microsoft Windows 2000, Windows XP and Apple Macintosh OS10
[8.2] Do we support application servers?
  • No, those servers must be supported by the vendors from which they were purchased. Field Services is only responsible for providing network connectivity from the management server to the application server.

[8.3] What do I do if I have an application that requires a server?

  • Contact the help desk for further instructions before making a purchase

Quick Links


myDPS

MyDPS Login

DPS Administrative Offices Quick Links

Resources