• District Technical Support

    Technical support is broken into 3 tiers.

    Tier 1 is the Helpdesk Center.  they can assist with very low level questions and concerns, and are also able to elevate a concern up to the Tier 2 and Tier 3 Levels.

    Tier 2 is the Site Engineers that operate within a Zone support for several schools.  The main objective for implementing a zoned support structure throughout the city is for network services to increase service delivery to our customers, NPS staff, and NPS students. The district has been broken into 5 zones and each zone has a designated lead who provides leadership and scheduling for the zone in an emergency situation, the absence of an engineer or daily assignments.

    Tier 3 is specialist that deal with Network, NPS Servers, MUNIS, and Synergy.  With MUNIS supported by the Buisness Information Services (BIS), and Synergy supported by Student Information Services (SIS) for general Synergy issues, while Learning Support handles the special education side of Synergy issues.

     

    Every School, Every Day
    Our Every School, Every Day plan has been put in place to improve the Level of Service for all locations, and we have split the District into Zones of Support with several Site Engineers and Schools being part of one of the five Zones. 

    With it our goals are to:

    • Provide a strong Technological presence in Every School, Every Day
    • Provide a better communication model
    • Provide layers of support for when a Site Engineer is out or supporting other locations
    • Embrace a team approach to support and standardize the quality of support
    • Change the perception of technology support from one person to many modes
    • Working across functional teams to deliver services regardless of the team/location
    • Integrated approach, to ensure that delivery is in the best interest of the customer
    • Delivering projects on time, on budget, and delighting our colleagues with the outcomes