Technology Department :: Technical Services

The Technology Department utilizes a central helpdesk and a combination of campus-based and district staff to support GISD users. 

Need assistance with a computer problem? Contact your campus technology facilitator or call the HelpDesk at 943-5005, or enter a request via the web in the Technology HelpDesk system.

Staff members should not request support from district technology staff through their personal email, voicemail, or pagers. All technicians will need a ticket assigned through the central Technology Helpdesk in order to provide support to campus staff to ensure that requests are addressed in the order they were received.

Campus technology facilitators are the first point of contact for support in most situations.  If they cannot resolve a problem, they will escalate the ticket to the district technical services team.

Support Requests

Any staff member who requires district technology support will need to report the following information when making a support request:

  • Name
  • Campus
  • Location (Room Number)
  • Phone Number
  • Conference Period (or best time to reach)
  • Description of the Problem
  • If Lab - Lab Computer Number

At the time the request is submitted, staff members will receive a ticket number for the request. The ticket number should be referenced when checking on the status of the request.


Support Priorities & Response Times

Priority Description Target Response Time
Urgent The problem affects multiple users and has no workaround. Affected users cannot perform their job duties or classroom responsibilities.
Example: A server or switch is not working; users cannot access the network as a result. 		 4 hours
High The problem affects one user and has no workaround. The user cannot perform his/her job duties or classroom responsibilities.  
Example: A computer with specialized software or data that cannot be accessed by any other means is not working; the only computer in a classroom is down.		 8 hours
Medium  The problem affects one or more users, but has a workaround or a temporary fix that allows work/instruction to continue.  Example: A computer or printer is down, but others are accessible. 5 working days
Low The problem affects one or more users, has a workaround, and is minor in nature, does not need resolution immediately, or can be described more accurately as a training need rather than a hardware/software problem.  Example: A computer or network connection is slow or freezes occasionally; a user needs assistance with a software application.  10 working days

For more information about GISD's Technical Services, contact:

Roland Guerra
Network Administrator
GISD Technology Department
603 Lakeway Drive, Georgetown, TX 78628
(512) 943-5006
Email: guerrar@georgetownisd.org