Comments by "Javier Flores" (@JJFlores197) on "How to Treat IT Technicians, According to IT Technicians" video.

  1. Coming from an IT tech for a school district, please put in relevant information in your ticket. If you're having trouble with a program, please put in what program you need help with, and specifically what isn't working; things like error messages, messages in general, screenshots are helpful for me to help you. If you have 36 Chromebooks in your cart, please either put in the asset tag in the description or put the device off to the side with a sticky note on it so that I can easily find it. I'm not going through 36 devices trying to find the device that needs service. I had someone put in a ticket saying something along the lines of: "A teacher told me that one of the computers in the computer lab isn't working". The person who put in the ticket didn't specify which computer, what the exact problem was, nor who told her that. There are 40 computers in that lab. I'm not going to waste my time going through each computer when I have other things to do. I want to help, that's why I'm in this job, but if you just put "computer not working, fix it please" or "can't login", how do you expect me to help you with that? A bit of ranting here, but it is incredibly frustrating getting those types of vague tickets. If you go to the doctor because you're sick, do you just tell the doctor, "I'm not feeling well, figure out what's wrong with me and treat it" and not give the doctor more information? How is that going to help the doctor? Or if your car needs service and you just tell the mechanic, "Figure out what's wrong with it and fix it". Same concept with IT help desk. You don't need to write a novel, but just give us the relevant information.
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  2. About the ticket system, please understand why we ask you to put tickets in. Its not that we want to make things complicated for you, but having tickets helps us plan our day. If you stop me in the hallway to ask me to do something real quick, I will gladly do it, after you put in a ticket. Its likely I'm on my way to another teacher's classroom (who did put in a ticket) to work on their tech issue.
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  3. I know this is a few years late. It depends on where you work at. I work in school tech support. Our job is priority based. The highest priority tickets are virus/malware tickets. For those, we have to respond quickly as they can be detrimental to our network and computers. We try to make our response time less than 30 minutes for those tickets. The next highest priority tickets are when IT infrastructure goes down (be it network switches, access points, phones, security cameras, etc). After that: the teacher's technology stops working (laptop dies, doesn't connect to projector/SmartBoard, etc). Things like not being able to print are not as critical. Doesn't mean we won't work on them, but they are at the bottom of our list. Unfortunately, there are some people who feel their tech issues are more important than others, so its always fun dealing with those people.
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