Desktop LifeCycle Field Support
Desktop Technical Support Service is designed to assist districts in their day-to-day support of technology within their school district. Providing on-site support and utilizing centralized software tools for day to day activities allows the technology staff (technicians and engineers) to more efficiently support the technology needs of the district. The tools used in this service provide a more secure environment through centralized patch management critical to the security and management of your desktops and applications. This centralized model, through remote desktop control, can reduce the desk side visits by technicians increasing the efficiency of addressing and trouble shooting end user support issues. It can also provide inventory and asset discovery of each desktop on the network. The tier of support and additional costs will be determined after a district technology support assessment is performed.
The WNYRIC will provide onsite support (Base Tier) and can be tailored to the specific needs of the district once a district technology support assessment is completed and reviewed with the district.
This service includes an Endpoint Management tool that can be rolled out to all networked computers. Lifecycle Management provides a host of centralized, automated, and customizable capabilities that include key functions such as software distribution, patch management, asset discovery, inventory, remote desktop control and operating system deployment.
In addition to providing onsite support the WNYRIC will provide remote support and assistance through our Service Desk and Application Support teams as needed. Technical support shall include support of computers and peripherals including operating systems, setup, application installation and configuration and inventory.
This service is in support of hardware and software that has been approved by the WNYRIC Standards Committee.
The technical staff is also a resource to WNYRIC services and staff, and can provide information and/or help to facilitate resolution of district issues related to WNYRIC services. Training, tools, access to level 2 support, professional development of the technical staff is included in the service. Note: Lifecycle team are unable to install Lifecycle Application (SCCM) on machines with DeepFreeze, Clean Slate or similar applications due to the restrictive properties of the security software.
Installation of the endpoint management software by technical support in the district.
As a prerequisite must participate in Base LAN Support (650.882) The end point management tool will be deployed to all district desktops as a part of this service. Ongoing maintenance for these licenses will be budgeted for in annual participation by the district.
Provide district point of contact (District Technology Coordinator) for daily interaction and to coordinate district/BOCES activities.
Disseminate appropriate information to district staff and address district policies and expectation.
Work with the WNYRIC administration in defining the role of the technical staff in compliance with the intent and deliverables listed above.
Provide feedback to RIC for evaluation purposes.
Confirm that requested support of hardware, software and infrastructure meets, or is in the process of being upgraded to regional standards that is currently being supported by the WNYRIC.
The WNYRIC staff will work individually with requesting districts to determine the most effective implementation for this service.
Provide qualified/responsible personnel to perform needed functions of daily technical activities for the district's technology department.
Provide necessary training for WNYRIC personnel to keep current with new technology.
The WNYRIC utilizes cost effective best practices determined by research from Gartner and Info Tech that allows our experienced and trained technical staff to perform robust testing and piloting on the WNYRIC Network in the areas of; security, infrastructure engineering and design, energy management, virtualization strategies, disaster recovery and business continuity, effective monitoring and pro-active analysis customized for K12 educational environment. By following these principles we are able to be a District advocate for vendor contract issues and aggressively negotiate contract pricing and performance terms.
Service Desk can be reached Monday - Friday from 7:00 a.m. - 4:30 p.m. by calling (716) 821-7171, 1-800-872-0780. A representative will be available from 4:30 p.m. through 11:00 p.m. to assist you with calls regarding emergency situations. During all other hours and holidays, a caller will receive important information regarding coverage.