April 17, 2021

AJ Downing Park

Wicked clever technology experts

Cedar Rapids Colleges enable desk gets hundreds of know-how queries at start of university calendar year

3 min read

CEDAR RAPIDS, Iowa (KCRG) – The Cedar Rapids Neighborhood Faculty District claimed extra than 1,000 calls, email messages, and inquiries came into its know-how support desk on just the initially working day of school.

All round, more than 4,200 aid desk tickets had been opened in the two-week period spanning the very first 7 days of university and the 7 days prior to then, when the district distributed laptops, tablets, hotspots, and other technology to help virtual finding out.

One of those people came from the Reutzel household of southwest Cedar Rapids, on behalf of their son, Sawyer, an eighth-grader at Wilson Middle Faculty.

“I experienced to phone the assist desk and say, ‘OK, what is Sawyer’s password simply because he doesn’t bear in mind?’ And they laughed at me. They were like, ‘This is his lunch account selection. He should really know this!’” Sawyer’s mother, Stacy, said.

Stacy stated their dilemma was figured out inside five minutes, and they have not had to phone back again because then, with the initial 7 days going effortlessly for them.

Sawyer opted for remote understanding for the entire faculty year, investing in a classroom at Wilson for a understand-from-property setup on his university-issued Chromebook in his place.

“I did want to go to school at to start with, but then I read, like — I really don’t know, I just didn’t want to choose the chance of finding COVID, and so I just decided to do on the web faculty,” Sawyer said.

It turned out, Sawyer wasn’t the only 1 who forgot his password, as hundreds of other learners in the school district also began their university several years on line on Sept. 21.

“That was honestly the most frequent get in touch with we took was, ‘I just cannot get logged in,’” Craig Barnum, the district’s director of electronic literacy, explained.

When Barnum stated they anticipated an influx of calls and email messages to the assistance desk around and on the very first day, he even now stated they ended up “inundated.”

“A typical week about this time of 12 months, we’d run 300 to 500 tickets for the entire week,” he claimed. “Now the good information is, we’ve processed in excess of 3,000 of individuals tickets and closed them.”

Problems ranged from damaged devices, to college students not being aware of how to get into their digital school rooms, to problems with some of the about 2,400 district-dispersed hotspots.

“It’s not essentially a 7 days I want to dwell by way of once again, but all items thought of, I imagine we produced genuinely fantastic progress and good development,” Barnum explained.

In reaction to the high volume of queries, which Barnum mentioned has tapered off due to the fact very last week, the help desk altered its hrs and brought in much more workforce to help with students’ and teachers’ challenges.

Barnum claimed they believe that a lot of of the 1,200 or so exceptional assistance desk tickets may possibly have by now been solved in the meantime, which include by lecturers and staff at faculties answering issues before they get to the enable desk, though assist desk workers will even now follow by with each and every open ticket, according to Barnum.

“We are ready to, at this point, kind of tread h2o with the phone calls we’re getting at present,” he mentioned.

As for Sawyer, his only issue on the second Monday of the university 12 months was obtaining kicked out of a virtual course.

“I understood it would transpire sometime,” he claimed.

Or else, he stated everything’s gone perfectly, and the Reutzels’ major worry, about their world-wide-web connection at property, hasn’t been a issue.

“So significantly, so good — fingers crossed,” Stacy claimed.

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