Greetings,
Below is the narrative that has been used the last few years to explain the laptop repair process over the summer for staff and for students taking online courses. Should you have any questions, please contact me.
Thanks!
Tony Patterson
As is the case every summer, we have to change the normal process of repair. Please review this document and share this information with your faculty.
• Repair Process in June & August: TIG (our Dell repair vendor) will not run a repair pickup route after the last day of school and until early September, once schools have started deployment. Teachers should be encouraged to bring their laptops to their Home School TST in June and August for troubleshooting and data backup of instructionally relevant content (if possible and if the teacher hasn’t).
If the TST cannot repair it, the staff member would need to bring it to the Summer Help Desk at Glen Allen HS between 12-2 Monday-Thursday. Teachers will fill out a form with repair and contact information and TIG will check for open dispatches at 2:30 and send a driver to get the units before 5. The computers will be repaired and returned to Glen Allen and staff will be contacted by the 12 month TST’s. Hot Swap computers will be available at the Summer Help Desk.
• Repair Process in July: Staff will need to come to the Summer Helpdesk at Glen Allen HS between 12-2 Monday-Thursday. Teachers will fill out a form with repair and contact information and a 12 month TST will back up instructionally relevant content (if possible and if the teacher hasn’t) and dispatch the computer. TIG will check for open dispatches at 2:30 and send a driver to get the units before 5. The computers will be repaired and returned to Glen Allen HS and staff will be contacted by the 12 month TST’s.
Hot Swap computers will be available.
• 12-month staff requiring assistance should contact the Technology Helpdesk at 328-5207 or helpdesk@henrico.k12.va.us.
• ITHELP tickets should still be entered. (elementary TST’s will need to fill the role of the computer contact in their absence and enter the tickets)
• On-line students will have access to repair at Glen Allen HS between 12-2 Monday-Thursday. A TST will be there during those hours to assist. Hot Swap computers will be available.
• iPads requiring repair should be brought to Trampton during normal summer business hours. Teachers will fill out a form with repair and contact information and will be notified when the units are ready for pickup.
Due to staffing constraints, Summer Academy/Project Graduation cart machines cannot be repaired during the summer. Any of these machines that require service will be repaired once the programs are over and the TSTs are back.
—
Tony Patterson
IT Project Leader – Client Services
Department of Technology
Henrico County Public Schools
alpatterson@henrico.k12.va.us
(804) 328-5232 – Office
(804) 640-4654 – Cell
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