We have a few different tech support channels in the middle school. Below is a quick guide on who to contact for different tech scenarios:
- What to do if you have a question about Veracross - specifically!
1. Who to contact when you have a tech issue, or question for yourself
OR, if it is a question about a specific Tech tool, check out the resources linked to on this Libguide
Still stumped? Send an email to the Berkeley Carroll Help Desk: firstname.lastname@example.org
- IMPORTANT: As much as possible, avoid sending tech support emails to individual tech team members
Help Desk is managed during school hours by the Berkeley Carroll Tech Team. Sending an email to this address opens a support ticket, which will then be delegated to the tech person best suited to answer your question.
This is a more efficient method than emailing a specific person on the team, as there may be someone with more capacity to answer your question sooner! An email to a specific person may also result in a lost request if the person you contacted is not in that day.
EXCEPTIONS to emailing Help Desk may include:
A follow-up question, or response within an ongoing conversation - If someone on the Tech Team has been helping you with a specific question, feel free to follow up with them directly
2. Does one of your students have a tech question? Here's what to do!
Make sure it is isn't a question you can answer yourself, as their teacher. If it is a question about a specific assignment for your class, you may know more than you think as the person who created the assignment.
- If it makes sense, and will not be disruptive to your teaching, you may choose to send the student to the Middle School Library Knowledge Bar. Manuela can assist them 1-on-1, unless she is teaching! If Manuela is not at the Knowledge Bar...
- Advise the student to email Manuela (email@example.com) themselves, and cc the teacher, and/or advisor as necessary. Remind them what a helpful tech request looks like! As part of the all-Middle School tech norms orientation, all students will participate in a short lesson on sending efficient tech support emails.
We will also be supporting teachers who are using tech in the classroom, so will ideally be in the loop about what apps/tools are being used for different classes, per grade level. Please communicate with us if you are using tech tools in your classroom, even if you do not anticipate questions!
In some circumstances, it might make more sense for you to email us about the question yourself. In this case, please use the following protocol:
- When emailing about a student tech issue: email the student, and “cc” both "firstname.lastname@example.org" AND the student’s advisor. By emailing "email@example.com" the email will reach Aidan, Kris & myself and we will delegate the request as needed. Include the student's Advisor so that follow-ups can more easily take place.
- We leave it in your hands whether you want to include parents/guardians in this email, or not. We have now changed it so that students using their school BC email addresses can both email, and receive emails from parent email addresses listed in Veracross.
- Explain the tech issue in as much detail as possible. We will then set up an IN-PERSON) time to meet with the student when they are in the building. Most likely this will have to be ~10 minutes during a class.
3. Has a parent/guardian reached out about a tech question for their student? Here's what to do!
Make sure it is isn't a question you can answer yourself, as the teacher. If it is a question about a specific assignment for your class, you may know more than you think as the person who created the assignment.
- Still stumped? You can direct the parent to either Aidan, or Manuela. Please do NOT give the Help Desk email address to parents (this is an internal address for teachers, and staff)
IMPORTANT: It is sometimes helpful if you (as the teacher) communicates with Aidan or Manuela before directing a parent to them. For example:
If it is a question about tech for a specific assignment that you do not know the answer to, some context on the assignment/tech needs would be helpful ahead of time.
In some circumstances, it may make more sense for you to email us about the question yourself. Use your discretion, and 'CC' the family member, and student in your email.
Before directing a parent to the Tech Team, please read over the Service Level Agreement for Remote Learning to ensure it is a question that the Tech Team can reasonably answer.
4. What to do if you have a question about Veracross - specifically!
Email "firstname.lastname@example.org" - we have a designated person who helps us with Veracross issues, and they will be able to help you most efficiently.