Challenge / Goal
The sudden move to remote learning in early 2020 created numerous logistical and IT challenges for the school district including the need to immediately ramp up technology and support services for effective distance learning.
Solution
Bridgenext (formerly Emtec) has served as a trusted partner and advisor for the school district since 2017, providing solutions for various technical initiatives in support of limited technology staff. Projects have included audio visual and collaboration solutions, A/V carts, mobile device management and other outsourced IT services.
In April 2020, Bridgenext quickly built out a help desk to support the school district’s faculty, administration, parents and students as they made the shift to remote learning. The L1 and L2 help desk team provides:
- Frontline support for all parents and staff for any technical issues during remote learning
- Deskside support for printers, network, desktops, laptops and student devices
- Device maintenance including cleaning, reimaging and testing for re-allocation across the district
- OneDrive migration in support of remote learning
- Upgrades to Windows 10 for 2,000+ laptops
- Diagnosis and repair of 400+ laptops
- Software and permission management
Results
Through Bridgenext’s expertly staffed help desk, the school district is better positioned to support their staff and district families without difficulty. Our help desk staff and technicians are viewed as valuable members of the district’s IT team. Benefits include:
- Inaugural help desk and critical support capabilities now in place to support the district’s needs
- Improved efficiencies in restoring services for staff
- Efficient resolution of support requests and technical issues
- Expanded support team on hand for technical projects as required
