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Last modified by christine_sklareski on 2025/01/22 16:17

Technology Support

How do students request technology support?

While students are responsible for the care of their Chromebooks, they may need occasional technical support.  Devices are expected to be in working order at all times; therefore, any damage or missing pieces must be reported by the student, even if the issue appears to be cosmetic.  Chromebooks requiring service should never be taken to anyone outside of the Elizabethtown Area School District.  All repairs and support will come from members of the EASD team. 

The EASD Technology Services department is prepared and equipped to provide support for student Chromebook issues.  For tracking purposes, we need all requests logged in the support ticket database. Access the Technology Support form at the link below.  Follow these steps to begin the support process:  

  • Complete a support ticket. Communication regarding the support ticket will take place through the student's district Google email account only. If the student is unable to complete the ticket prior to drop-off, it must be completed at the kiosk in the IMC Technology Office.

    TECHNOLOGY SUPPORT FORM via IncidentIQ
     
  • Students will log in to the Web Help Desk System using their EASD district username and password and fill in the fields describing the issue. The support ticket will be assigned to the appropriate technician to assist with that particular issue.
     
  • After submitting a support form, Chromebooks needing repair should be dropped off at the IMC Technology Office.
     
  • A limited number of loaner Chromebooks will be available.  Should the repair take longer than a few minutes a loaner Chromebook will be provided for the student's use.
     
  • All downloaded files are saved to Google Drive to prevent loss; therefore, students need not worry about losing work.
     
  • If the damage will result in some type of fee, the resulting fee will be billed to the parent or guardian.
     
  • Barring a part backorder, most electronic devices are repaired within 48 hours.
     
  • Parents/Guardians can assist their students by opening a support ticket with Technology Services through a guest account in IncidentIQ. When creating a guest ticket for support, please include your name and email address, your child's name and grade, and your question or issue.

Lost or Stolen Chromebooks

 The following steps should be taken if a school device is lost or stolen:

  • If the device is lost in school during the school day, the office should be informed as soon as the loss is discovered.
     
  • If the device is lost outside of school, the office should be informed at the beginning of the very next school day.
     
  • If the device is stolen, student and parents should contact the police to file a police report and a copy of this report should be brought to the school office at the beginning of the very next school day.

 The student/parent/guardian will be billed for the current value of the Chromebook not to exceed $240.

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