• Supervisor
  Dick Rutkowski

• Network Support Services Coordinator
  Paul Miller

• Senior Network Technician
  Jeff Halter
  Sean Harroff
  Steven Herber
  Sean Kelsaw
  Brandon Schultz
  Dan Vorndran

• Network Technician
  Steve Armstrong
  Tony Hart
  Mark Herber
  Eric Hewes
  Fred Hunter
  Sherry Jordan
  David Redding
  Nate Weaver

• Supervisor, Help Desk
  Pam Blauser

• Senior Help Desk Technician
  Brian Richards
  Dave Richards
  Noreen Walker

• Help Desk Technician
  Marsha Southern

• Transportation
  Donley Bell

 

Network Support Services is the group that provides first and second level technical support to all FWCS computer users: students, teachers, administrators, and support staff. This group of specialists is responsible for management of almost 9,000 computers.

First Level support is provided on demand by four Help Desk technicians, and a phone-in technology support service, using a variety of sophisticated tools including remote system management services and an extensive collection of network and system maintenance tools. Help Desk technicians are skilled not only in resolving problem issues, but in teaching users how to perform complicated computer procedures. The Help Desk maintains an internal website for users providing a large database of support information, detailed procedures, and configuration information so that users may get help anytime.

The Help Desk is the initial point of contact for all types of computer support requests, from password change requests and instructions on how to use various technology systems, to serious computer or system problems and new equipment installations. In an average month, the Help Desk receives and documents 2,500 calls, resolving 75% of these issues without further escalation. Calls which cannot be resolved over the phone are scheduled for Second Level support.

Second Level support is provided by thirteen highly skilled network technicians providing personalized on-site visits, or using efficiency-enhancing remote management functions to maintain computer systems and correct software faults. These technicians also provide system development services along with deployment and installation services for a wide variety of specialized technological equipment.