Get remote tech support: Difference between revisions

Summary	This page is intended for students and faculty during scheduled remote learning at Riverdale.
Author	Maintained by Jonathan King
Help	Get help with this article
Status	Up-to-date for the 2024-2025 school year.

Latest revision as of 12:40, 12 August 2024

Now that we are back to full-time in-person education, we anticipate that remote support will be infrequently needed. If you are away from campus and need support, this article explains what you can expect, and how to access our services.

Remote support policy

We will provide our best effort support to students at home, both for school-owned and family-owned devices. In many cases, this should start as a support ticket and may escalate to a remote viewing session in which we walk you through solving an issue. If that doesn't work, we may request access to remote control the device with your permission. Our last line of support for failing hardware is for you to ship it back to the school. Please note that in many cases of hardware issue on family-owned devices, we'll suggest you go to the manufacturer or reseller for support on the physical hardware.

Level 1: Phone/Email based support

If you are having any issue with your device please choose one of the options below. We will respond as soon as we can. Please be sure to include your preferred method of contact.

Submit a tech support ticket via the web [everyone]
or via email at tech-support@riverdale.edu [everyone]
or leave us a voicemail at 347.913.3123‬ [everyone] (Note, employees have a 'live' helpdesk number they can call)

Note:

Please do NOT email one of us directly, you will get the fastest service via a tech support ticket!

Level 2: Remote viewing using Google Meet

An RCS technician will create a calendar invite with a link to provide remote support.

Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a virtual check-in with students. Click here for more details on Google Meet.

Level 3: Remote control

If we need to be hands-on (i.e. control your computer) we will ask you to use Chrome Remote Desktop.

For information on how to Set up remote access to your computer or Sharing your computer with someone else, please see the documentation provided by Google.

Level 4: If the device damage and/or we can't fix it remotely

If the issues experienced on a school-owned device cannot be solved via remote support, we request that you ship the device back to the school.

Step 1: Please create a helpdesk ticket with all the required details
- Submit a tech support ticket via the web
- or via email at tech-support@riverdale.edu
- Please include your Asset Number or Serial Number

Step 2: We'll ship you a device with a return shipping label and ask you to use the shipping box to return your damaged device to us.

How to get Asset and/or Serial info

Asset numbers are located on the barcode affixed to the back or bottom of a school-owned device, they are typically 4-5 digits.
For the serial number on macOS go to the Apple Menu > About This Mac and the serial number will be at the bottom above the System Report... and Software Update... buttons.
For the serial number on iOS devices, go to Settings > General > About, and the serial number will be under the model number.

@@ Line 1: / Line 1: @@
-{{abox
+Now that we are back to full-time in-person education, we anticipate that remote support will be infrequently needed. If you are away from campus and need support, this article explains what you can expect, and how to access our services.{{AboxNew
- | name          = Get remote tech support
+| name = Get remote tech support
- | summary       = This page is intended for students and faculty during scheduled remote learning at Riverdale.
+| learning =
- | for_employees = y
+| instruction =
- | for_students  = y
+| community = y
- | for_parents   = y
+| summ = This page is intended for students and faculty during scheduled remote learning at Riverdale.
- | cat1          = Classroom Technology and Systems
+| maintained = JK
- | cat2          =
+| year = 2024-2025
- | maintained    =
- | year          = 2019-2020
 }}
-==Remote Support Options==
-===Phone/Email based===
+==Remote support policy==
-If you are having issues with your device, please submit a tech support ticket or email tech-support@riverdale.edu and we will respond as soon as we can. If you are experiencing a hardware issue, please include your Asset Number or Serial Number so we can determine the warranty status and can proceed from there.
+We will provide our best effort support to students at home, both for school-owned and family-owned devices. In many cases, this should start as a support ticket and may escalate to a remote viewing session in which we walk you through solving an issue. If that doesn't work, we may request access to remote control the device with your permission. Our last line of support for failing hardware is for you to ship it back to the school. Please note that in many cases of hardware issue on family-owned devices, we'll suggest you go to the manufacturer or reseller for support on the physical hardware.
-===Remote viewing===
+==Level 1: Phone/Email based support==
-We may invite you to a Google Meet in order to provide remote support.
+If you are having any issue with your device please choose one of the options below. We will respond as soon as we can. Please be sure to include your preferred method of contact.
-Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Here's''']] an article with all the details on how to use this tool.
+*[https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web [everyone]
+*or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu'''] [everyone]
+*or leave us a voicemail at 347.913.3123‬ [everyone] (Note, employees have a 'live' helpdesk number they can call)
-[[Use Google Hangouts Meet for Remote Learning?|[[File:Meets.png|thumbnail|150px]]]]
+'''Note:'''
-===Remote control===
+*Please do NOT email one of us directly, you will get the fastest service via a tech support ticket!
-If we need to be hands-on (i.e. control your computer) we will ask you to use Chrome Remote Desktop
+==Level 2: Remote viewing using Google Meet==
+An RCS technician will create a calendar invite with a link to provide remote support.
+*Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a virtual check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Click here''']] for more details on Google Meet.
+==Level 3: Remote control==
+If we need to be hands-on (i.e. control your computer) we will ask you to use [https://remotedesktop.google.com/support '''Chrome Remote Desktop'''].
+For information on how to Set up remote access to your computer or Sharing your computer with someone else, please see the [https://support.google.com/chrome/answer/1649523?co=GENIE.Platform%3DDesktop&hl=en '''documentation provided by Google'''].
+==Level 4: If the device damage and/or we can't fix it remotely==
+If the issues experienced on a school-owned device cannot be solved via remote support, we request that you ship the device back to the school.
+*Step 1: Please create a helpdesk ticket with all the required details
+**[https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web
+**or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu''']
+**Please include your Asset Number or Serial Number
+*Step 2: We'll ship you a device with a return shipping label and ask you to use the shipping box to return your damaged device to us.
+==How to get Asset and/or Serial info==
+*Asset numbers are located on the barcode affixed to the back or bottom of a school-owned device, they are typically 4-5 digits.
+*For the serial number on macOS go to the Apple Menu > About This Mac and the serial number will be at the bottom above the System Report... and Software Update... buttons.
+*For the serial number on iOS devices, go to Settings > General > About, and the serial number will be under the model number.