Comments by "Javier Flores" (@JJFlores197) on "host your own HelpDesk" video.

Sounds exactly like my school district. Years before I started working there, I think they implemented one, but it was crap. I've only seen references to it in our internal documentation. It didn't appear to have the concept of user accounts for end-users. Staff could put in tickets, but they had to manually choose which school site, their name, their problem, location, etc. It looked terrible and a lot of teachers didn't use it. Fast forward 5 years later, we know have a decent ticket system that looks modern, has LDAP integration and SSO and we still have an annoyingly large number of staff members who insist on calling us or walking to the tech office.
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200k what? USD? What currency? The vast majority of IT jobs make no where near that much money except for very experienced programmers, IT engineers, managers or directors for very large companies. Systems administrators/IT managers will probably barely make over 120k USD at their max pay in most companies. Help desk employees will probably barely make a quarter of that depending on job and company.
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I had to have a serious conversation with my boss and the school principal about that. I work in school IT support. The previous 2 IT techs at that particular school allowed walk-ins and for teachers to send kids to the tech's office for password resets and to drop off Chromebooks for repair. When I took over, it was absurd. I had teachers drop off a stack of 10+ chromebooks with no notes about what was wrong with them or even what teacher/room they came from. I had to more or less put a hard stop to that because it as just getting absurd. Teachers and staff would bypass our procedure of putting in a tech ticket or calling the help desk if they couldn't put in a ticket. I have no problem helping people. After all, that's why I work in tech support, but it gets incredibly frustrating trying to manage the myriad number of tickets left behind from the previous guy and people just randomly walking in asking for stuff or a "quick question". This was almost 2 years ago, and to do this day, we still get a few teachers who keep doing it.
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I work in school IT support. It is disgusting how many teachers still insist on having a classroom printer. I understand they need to print stuff, but that's why all of our schools have large copiers for that purpose. Some of them try using a basic office/home printer for large print jobs and wear them out after a few years. Its insane. Our IT director has basically had to put a stop on printer purchases except for a few special cases here and there.
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As an IT tech for a school district, having tickets helps us techs keep track of the work we have to do. I work at 5 school sites with nearly 150 staff members. Without a ticketing system, it would be incredibly difficult for me to know what I need to do at each school site each day. The ticket system has the tickets that staff members have put in and we work on them based on priority. Things like virus, network infrastructure, projector not working, etc are at the top of our list whereas things like not being able to print or needing extra headphones are at the bottom of our list. The ticket system also shows the boss that we have work to do and not just hanging out at a site for 8 hours a day. The analytics can show him the number of tickets at a school site and how much time I spend working on them. That way, I can justify my time at a school and he can justify me being there to his boss. If you were to just email me, sure I could do the work, but I wouldn't have a 'paper trail' of the work I did. But yes, I do agree that some techs do drag their feet, so to speak, with tickets. That's the unacceptable thing.
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Depends on where you work. We have to be stern about that at the school district I work at because otherwise, the teachers and staff members don't put in tickets. They would otherwise expect us to be at their beck and call. We have various school sites assigned to us and don't have a set schedule. That's why it is imperative they put in tickets. The exception would be if their computer is not working at all or otherwise an urgent problem. That's a different story.
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He's using Windows and likely remoting into a Linux server over ssh This assume you already have your Linux server installed and ready for ssh connections.
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I don't know if there's integration with TV with that ticket system. I think the next best thing you can do is setup unattended access with a Teamviewer account. This allows you to link computers to your account and you can easily remote into it without needing to type in the ID and password.
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You know... it could be user error..... just saying.... This is the thing I dislike about doing IT support. "It doesn't work" What doesn't work???? Not trying to be rude, but how do you expect anyone to help or give guidance when all you say is "It doesn't work"?
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