Hidalgo County Texas
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Hidalgo County Courthouse
100 N. Closner
Edinburg, Texas 78539
IT Help Desk

Overview
The Technology Help Desk’s number one priority is to provide high quality customer service and technical support to all County departments and employees. 



How to submit a request with the Help Desk

There are three ways to submit a request with the Help Desk


Phone: x6031 or 956-292-7010 (remote site callers)


Email:
     (a work order will automatically be created when using this email address)

URL/Webpage: http://helpdesk.co.hidalgo.tx.us
  (Click this link to view instructions on: How-To submit A Work Order)

When submitting a request via email or via the help desk site, please ensure that you provide the following information: 

Name 
Contact number / Office number 
Department 
Username 
Detailed description of the problem or request


Help Desk Support Hours

The Technology Help Desk is available during the following hours: 

Monday - Friday, 8am to 5pm

After Hours: Requests can be submitted outside of these hours via email or through the Help Desk webpage. The response time for "After Hours" work orders will begin from the start of the next business day.


Help Desk Services

The Help Desk provides support in the following areas, but not limited to: 

User accounts / password issues 
User / email account creation 
PC / printer / email issues 
File shares & permissions 
Software installation & management (Odyssey, TAAP, Microsoft, etc.) 
Hardware requests (e.g. PCs, printers, Time Clocks, etc.) 
Webmail issues
Internet & wireless access 
Operating system and updates
Network services
ShoreTel telephone services
Door Access (please continue to email door access requests to , a work order will automatically be created. All door access requests must be requested by a department supervisor, or by Sgt. Romeo Rodriguez for any Court House access)

The Help Desk cannot provide support with the following:

We cannot repair personal (non-county) computers
We cannot assist with personal software
We do not teach how to use the software packages (Office 2003/2007/2010 Excel, PowerPoint, Acrobat).
We cannot install personal hardware or software to your workstation.
We do not backup the data on your local computer. You must do this yourself. If you need help we will be glad to show you how. We only backup what you save onto your H drive.
While we do accept emergency work orders for critical issues, we must follow our internal procedures when prioritizing them. In order to provide satisfactory service and be fair to everyone, we ask that you please plan ahead and remain patient as we address the work orders in the queues.


Call Priority Levels

The Help Desk will make every effort to resolve issues at the time of the call. 
Technical staff will enter and determine priorities for all requests that were not resolved at the time of the call and will use the following guidelines in prioritizing requests striving to resolve issues within the target timeframe. Actual resolutions may be shorter or longer depending on the volume of requests at any one time and the severity of the issue.

Below, see details of the priorities with their definitions and some examples:

Priority

Definition

Examples

Response Time

Completion Time

1

Urgent

Widespread service is unavailable, affects more than five individuals

 

• Network connectivity is not available

• Email services not functional

 

Will call or page system admin for immediate response.

Within 3 regular business hours

2

High

Business requirements cannot be

met under current operation, affects one to five individuals

 

• Staff member’s computer is down, preventing them  from working

• Password issue (user cannot login)

• Multiple user printer is down

• Remove terminated employee

Within 4 business work day hours

Within 1 business work day

3

Medium

Non-critical service impacted: Daily work impaired but user is still able to function, affects fewer than five individuals

 

• Software application will not work

• Can’t check email from one computer, but can use Webmail from another computer

 

Within 1 working day

Within 3 working days

4

Low

No effect on productivity, unsupported software, or personal computer hardware. A service request that does not require immediate attention or which involves long range planning.

 

• New PC / printer / software application / Phone / Door Access / user & email accounts to be created

• Office moves (assistance with disconnecting and reconnecting computer equipment)

Within 3 working days

Within 5 working days



Help Desk Support Process

1st Level Support – Initial Contact

A help desk technician will capture the problem or request via phone, email or the Help Desk system, review it and determine the best way that it should be handled. The Help Desk generates a work order for 100% of the requests for assistance (Incident) or services (Service Request).

If the request can be resolved immediately the help desk technician will attempt to resolve the issue by connecting remotely.
For computer issues, technicians may need to ask basic questions about the computer (e.g. computer name), the problem or error message, and about the specific events that preceded the problem.
If the help desk technician is successful in resolving the problem or request, the work order is completed and closed.
If the end-user needs have not been addressed, or if more assistance is required, the help desk technician will escalate the request to a 2nd level support technician.

2nd Level Support

When a request cannot be resolved immediately by help desk staff, the request is updated and escalated to second or third level support within the Help Desk. Second level support includes, but is not limited to, the following kinds of support requests:

In-depth troubleshooting of email or software issues.
The need for a technician to be on-site to troubleshoot a pc, network or telephone issue.
Assessing the needs of particular request (e.g. the need of installing dual monitors, or networking a new copier/printer).
Shared drive access and permissions.
Web filter requests (Internet access, opening/or blocking a website).

3rd Level Support

Issues or requests that are not solved at the second level may require special analysis, review of IT policies, standards, or support by IT Dept. management; changes to network services or other special support arrangements.

Referrals

In some cases, it may not be possible for the IT Help Desk to solve a department or user’s problem or provide a certain type of service (e.g. installation of network drops, installation of PA/sound systems). If we are unable to offer assistance directly, the Help Desk will attempt to provide the department or user with the vendor/consultant contact information.