Technology Support Services
Technology Support Services During the COVID-19 Pandemic
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 System ( https://lhric.service-now.com/ess/main.do). We are also monitoring all emails and voice mails.
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.
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.
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.
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.
T: (914) 922-3266
Managed IT Services
Managed IT Services include both centralized and field support teams to deliver a high quality, consistent, standardized and effective delivery of technology support. Managed IT covers the following areas:
- Service Desk
- Managed Infrastructure
- Managed Wireless
- Managed Systems
- Managed End User Computing
- Field Support
As part of the service, a MIT Leader will work hand in hand with district administrators to integrate and coordinate the delivery of services to meet the needs of each individual district through a centrally managed, regional and standardized service approach and methodology. The Managed IT Leaders provide district-level oversight of the technical staff, project management, and planning and design support.
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 M. DiChiara
T: (914) 922-3201
Managed Infrastructure Support and Wireless Support Service
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.
T: (914) 922-3265
In-District Technology Support
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).
T: (914) 922-3272
Managed End User Computing and Systems Support
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.
T: (914) 922-3266