Technology Support Services

Technology Support Services During the COVID-19 Pandemic

Continued Support…

Last Updated 3/27/20

The Service Desk is available from 7:00 a.m - 5:00 a.m Monday through Friday.  The best way to report an issue or ask a question is via the LHRIC Service-Now Systemhttps://lhric.service-now.com/ess/main.do).  We are also monitoring all emails and voice mails.

Additional Support

As a result of the Coronavirus pandemic we are offering all districts additional support in the areas listed below.

Service Desk & Vertical Teams

Our Service Desk and Managed IT Centralized Support Teams are prepared to continue to provide support remotely to districts from 7:00 a.m. – 5:00 p.m. 

 

VPN Connections

Additional VPN connections will be provided to all districts on the LHRIC private WAN to provide secure remote access to any staff members who require access to internal district network resources. 

Content Filtering

Additional support and assistance will be provided in configuring Lightspeed base content filter for any devices that will be needed to be used off the local district network. 

 

Collaboration Tools

Google Enterprise Collaboration Tools (Hangout, Chat, live streaming)

The LHRIC Google support team can assist with enabling and configuring the additional advanced collaboration features that Google has provided to all educational customers during this pandemic situation.

Office 365 Collaboration Tools

The LHRIC Office 365 support team can assist with enabling and configuring Microsoft Teams in Office 365 collaboration tools such as workplace chat and video meetings for districts that are looking to leverage tools for remote collaboration in the event of a school closing. 

Mobile Device Configuration

Our centralized teams are ready to provide assistance with configuring existing managed devices to be configured to connect to external networks allowing district students and staff the ability to connect to outside wireless networks. 

Home Internet Connection Offers during the COVID-19 pandemic

The following companies are providing free or reduced-price internet service during school closure. Some restrictions may apply so read carefully.

Altice USA  •  Comcast  •  Spectrum  •  ATT

 

Service Desk

Managed IT icon

The Service Desk is a central point of contact for school districts to submit incidents and get real time support.  The Service Desk team will triage, categorize, and prioritize the incident.  If possible, the Service Desk will resolve the incident, otherwise it will be routed to the appropriate team, either central or onsite.  Service Now is the tool that allows both the LHRIC and District to have insight into break fix issues, project work, district initiatives, and orders placed through the LHRIC.  The reporting within Service Now allows both the LHRIC  and district to have conversations around resource management and identify trends to staff appropriately during busy times of the year.

John DiChiaraJohn M. DiChiara  
jdichiara@lhric.org
T: (914) 922-3201

Managed Infrastructure Support and Wireless Support Service

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Managed Infrastructure Support
Managed Infrastructure Support provides daily support and management of district network infrastructure, including proactive monitoring, alerts to technology support staff, switch configuration backups, optimization and remediation of issues with any district infrastructure equipment including routers, switches and firewalls. Centralized services also include secure management of the district’s local network infrastructure, providing role-based access while capturing log data of user access. 

Managed Wireless Support
Managed Wireless Support provides daily support and management of your district’s local wireless network solution, including support for all district-owned wireless controllers, access points, network access management, proactive monitoring and alerting, and optimization of district wireless environment. A standardized wireless implementation is included, which provides simplified access and increased security to district wireless solutions. 

Malleh CeesayMalleh Ceesay
mceesay@lhric.org
T: (914) 922-3265

In-District Technology Support

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The In-District Support Service provides day-to-day responsibility for the complete management of the desktop and local area network. Support is provided by experts who take care of service and support issues and provide help with the implementation of technology. These qualified staff members will be dispatched to districts when necessary and work in conjunction with our Managed IT staff (MITS).


Craig SwansonCraig Swanson

cswanson@lhric.org
T: (914) 922-3272

Managed End User Computing and Systems Support

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Managed End User Computing
The End User Computing Service is a managed service which provides districts with comprehensive support solution for all district owned client devices and peripherals, including management and support for Google Apps for Education and Office 365 services.

Managed Systems Support
The Systems Support Service is a managed service which provides support and management of all servers, storage devices and server virtualizations solutions. This service provides proactive monitoring, support, scheduled maintenance, systems optimization and standardization of district systems. A compliment to this services is server hosting at the LHRIC data center, which is optional.

Anthony FerranteAnthony Ferrante
aferrante@lhric.org 
T: (914) 922-3266