TECHNOLOGY SERVICES

TECHNICIAN
REFERENCE GUIDE AND CHECKLIST

Technology Services
DUVAL PUBLIC SCHOOLS 4019 Boulevard Center Drive Jacksonville, FL 32207
 Using The Service Manager Console (SCSM)

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The SCSM can be accessed in two different ways.
You may install the software on your local computer using the link below:
https://duvalschoolsorg.sharepoint.com/sites/scsm/PortalDocsAndForms/Forms/AllItems.aspx
Or by accessing portal by typing servicedesk in your browser (MSIE usually works best).

**Anytime a ticket is transferred or resolved make sure you add thorough notes in the comments
log field. **

Service Request vs. Incident Request

Service Request- is for Anything New (ex. New network port in a new location with no existing, New
Server Install, Etc.)
Incident Request- is for anything related to preexisting hardware or software that needs to be repaired.
(ex. Port already exist and need to be repaired, Printer needs to put on network, Device needs to be added
to DCPS Network Etc.)

Basic Trouble Shooting Steps

The Computer Won't Power Up
1. Is the PC's power cord plugged firmly into a wall socket or power strip, and is the power strip on?
If so, try plugging the PC or the power strip into another wall socket. Likewise, check that the
power cord is firmly connected to the PC's power-supply outlet.
2. Is the power supply (the part on the computer to which the power cord is attached) switched to
the "on" position? Does the PC also have a voltage setting, and if it does, did it get changed to an
incorrect setting?
3. If all the above fails, attach a known working power cord to the PC's power supply. Plug it in and
try to power on again.
4. Unplug all external devices from the PC, such as printers and scanners, except the monitor. If the
computer powers on without the devices, add the peripherals back one at a time until you can
identify the problem device.
5. For laptops, in addition to the above, remove and reinsert the battery and power the device on
without the cord. Most laptop batteries have charge indicator lights. Pressing them will cause
them to light up and show how fully charged the battery is. If the indicators do not light up even
after the laptop has been plugged in for a while, the battery will need to be replaced.
Replacements can be obtained from the manufacturer or online through third-party resellers. If
you buy from an online retailer, make sure that you confirm that the replacement is for your
specific laptop model. Laptop batteries must fit each specific model exactly.

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 The Computer Powers Up, but the Monitor Is Blank

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1. Is the monitor plugged firmly into a working wall socket or power strip, and is the power strip
turned on? If so, try plugging the monitor or power strip into another wall socket.
2. Is the monitor's power button switched to the "on" position?
3. Are the monitor's brightness and contrast controls properly adjusted?
4. Check both ends of the video cable for bent pins. If they are bent, straighten them with a needle-
nose pliers. This applies to VGA and DVI cables.
5. Check to see that the video cable is plugged firmly into the back of the monitor and that the
pinned end is tightly screwed into the video output on the back of the computer's case.
6. If that doesn't work, try removing the existing cable and replacing it with a known working one.
7. Borrow a working monitor from another PC and hook it up. If the monitor doesn't work, your
video card may not be working, and you will probably need a professional to diagnose the
problem more closely.

The Computer Won't Boot from the Hard Drive

1. Check to see if the computer is under warranty. If it is, under warranty put in a ticket and have it
shipped to Bulls Bay for repair.
2. Make sure there are no DVDs or flash drives inserted in the computer.
3. Make sure you check the BIO to verify the Boot Order
4. Remove all external drives or devices and try restarting the computer.
5. If you receive a series of beeps or error messages, write them down, as they could be instrumental
in diagnosing your problem. Beep codes vary by manufacturer, so consult your BIOS (basic
input/output system) documentation if you have it for more in-depth information on what those
beeps mean. You can also get that information from the manufacturer support page for that
model.
6. For older computers without a solid-state hard drive (SSD), listen to make sure the hard drive is
spinning and not making any clicking sounds. If it is not spinning or there is clicking sounds, the
hard drive has failed and will need to be replaced. If you are able to replace a hard drive and your
hardware tech has provided you with spare hard drives, it can be replaced as long as it is not
covered under warranty. If you do not have a spare hard drive or are not able to replace the hard
drive, the ticket must be noted as the hard drive has failed and needs to be replaced. This ticket
will need to be assigned to the DCPS hardware tech.
7. Many newer computers have SSDs, which don't spin. On those machines, look to see if the hard
drive light is flashing. If the hard drive light is flashing, but the computer doesn't start up, power
the device off and then restart. If the hard drive light doesn't flash, that is an indicator that it has
failed.
8. If none of the above works, check to see if the computer is under warranty. If it is, call the
manufacturer for tech support.

Windows Won't Start Up Properly

1. Make sure there are no DVDs or flash drives inserted in the computer.
2. Remove external drives or devices and then try restarting the computer.
3. If Windows seems to start booting but fails partway through, you may be able to fix it with a
Window 7 Startup Repair operation or a Windows 10 Startup Operation. If you're not given the

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 option to do a startup repair at boot-up, insert a Windows installation disc or recovery disk and

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use the startup repair tool from there.
4. If you cannot boot into Windows at all, use the computer manufacturer's default recovery
procedures to recover the drive and reset Windows to its original configuration. After that is
complete, you will also need to restore your data, if you have backed it up.

Troubleshooting an Access Point/Network Port

(Ceiling Mounted)

Steady Green Light- Available, Active Dim Light- No Power

Blue Light- Device(s) connected, Active Flashing All Colors- Downloading Code/ Not Connected
Flashing Green- Unable to Sync Flashing Red- Down hard

(Hardwired)

1. Verify that the network cable is properly connected and make sure the LEDs next to the
network jack are properly illuminated.
2. If there are no lights or the lights are orange or red, the card may be bad, not connected
properly, or may not be receiving a signal form the network.
3. Check the switch, and router, verify that the cables are properly connected and that it has
power.
4. If after checking the connections, the LED indicator appears bad, the network adapter,
port, or cable may be defective.

Locating an IP Address

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 Utilizing Ping for Troubleshooting

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To use the ping command, you type ping followed by an IP number or a website name. It will show you if
a destination is reachable and how long it takes to get there. It will work in Windows from the Dos Box.
Click on the Start button > run> type in cmd and enter to bring up the command line.
Type Ping and the IP, Subnet, Website address and press enter

Group Policy Update Command

(This is used if folders or files are missing)

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 Common Network Troubleshooting Commands

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1. PING - provide a basic connectivity test between the requesting host and a destination host. This
utility is commonly used to provide a basic picture of where a specific networking problem may exist.
2. TRACERT/TRACEROUTE - tracert/traceroute utility can used to determine more specific
information about the path to the destination host including the route the packet takes and the response
time of these intermediate hosts. Tracert for Windows machines and traceroute for Linux/*nix based
machines such as Apple.
3. IPCONFIG/IFCONFIG - The utilities that can be used to find out this IP configuration information
include the ipconfig utility on Windows machines and the ifconfig utility on Linux/*nix based machines
such as Apple.
4. NSLOOKUP - DNS is a method used to resolve commonly known domain names (i.e. google.com) to
commonly unknown IP addresses (i.e. 74.125.115.147). The nslookup utility can be used to lookup the
specific IP address(es) associated with a domain name.

Imaging
In Place Upgrade
1. Make sure that you plug in the power supply and network cable first!
2. From the Start Menu, type Software Center and select the application

3. Ensure you are on the Available Software tab and select the in place Upgrade Win10
32/64 and click install.

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 4. Confirm the install by clicking INSTALL OPERATING SYSTEM.

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5. The installation will begin. You will see a series of prompts, but will not need to take any action
with them. The computer will restart on its own; you will not need to do anything until the
computer restarts.

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6. After your computer restarts, you may login with your regular login credentials.

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7. Once your computer is loaded, it is important to set up your OneDrive. Follow the steps below
to complete this setup.
8. Click on the start button/ windows button in the bottom left corner.
9. Select All apps.

10. Scroll down and click on One Drive

11. Enter your whole DCPS email address and click Sign in

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a. *It is possible you may get an error. If you do, simply click yes and move to the next
step. If not, proceed as shown in the next steps.

12. Click on DCPS Login

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 13. You will see a series of windows. Simply click next. On the 3rd window, you will just click the X

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to close the box.

14. Open your file folder

15. You should now see a new drive on the left hand side. One Drive- Duval County Public Schools
(Prod)

16. For more information on using One Drive account, visit the OneDrive Support Site
** If you have shortcuts on your task bar (ex. Word, Outlook, Excel, etc.), they will need to be removed.
You may add them back using the following steps:
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1. Right click on the icon in your taskbar and click Unpin from taskbar

2. Click on the search box next to your start button and type for the application you want to pin back
to your taskbar (Word, Outlook, Excel, etc.)
3. Right clock on the application and choose Pin to taskbar

Reimaging Using PXE

Reimaging (PXE, In place for Teachers/ Admin Computers, SCCM)

Before initiating this process ensure that the users data including email archive files, browser
favorites, and documents have been copied to a new location (one drive, external hard drive, etc.)
There are currently two methods to reimage a Windows based computer.
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 1. The first method is the in-place up-grade which will upgrade the current version of Windows to

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Windows 10. The in-place upgrade is available through the software center. FIM (MIM) and
device Management will not need to be notified of the computer name and school.
2. PXE boot is the second method. This is the one that will be used to install Windows on a
replaced hard drive or if the machine needs a fresh copy of Windows installed. The full install
through software center has been removed as an option. FIM (MIM) and Device Management
must be notified of the old computer name, new computer name, and school name or RC. The
computer must be removed from FIM and Active Directory. It will also need to be moved to the
correct Organizational Unit (OU).
3. Using a hardwired network connection, setup up the device that needs to be reimaged using PXE.
4. To start the imaging process, enter the BIOS using F12. Then add PXE as the second item in
the boot sequence. Monitor the progress in order to ensure no errors occur. If errors occur, email
device_management and include error codes. If you are unable to image the machine, and
confirm that hard drive is working, you may have to partition the hard drive (see steps below).
5. Restore the users data and verify all files have been migrated including printers (if applicable).

Partitioning the Hard Drive

A: Setup.
1) From the task sequence screen, press F8
2) Type in 'DISKPART in the CMD window'. A new Command window will open.
3) At the DISKPART> prompt, type 'List disk'
4) Determine which disk number corresponds to the Hard drive (make sure you correctly make
this determination!), then at the DISKPART> prompt, type 'Select disk <x>' where <x> is the
disk number that the Hard drive corresponds to. (The drive size helps determine)
5) At the DISKPART> prompt, type 'Clean'
WARNING!: This will wipe all the contents from the drive you selected in step 4 so make sure
that the correct drive is selected and that there is nothing on the drive that is needed.
6) At the DISKPART> prompt, type 'List Partition'. If there are no partitions, move on to step 7.
If there is a partition, at the DISKPART> prompt, type 'Select Partition 1' then type 'Clean'
7) At the DISKPART> prompt, type 'Create Partition Primary'.
8) At the DISKPART> prompt, type 'Select Partition 1'
9) At the DISKPART> prompt, type 'Format FS=FAT32 QUICK'
10) At the DISKPART> prompt, type 'Active'
11) At the DISKPART> prompt, type 'Assign'
12) At the DISKPART> prompt, type 'Exit'
This will exit the DISKPART application. The Hard Drive is now properly set up, is
bootable.

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B: Configuration
Now that the USB is bootable, copy the SCCM bootable contents to the drive.
1. Connect to shared directory \\s002mtechdiv\share\INSTALLS\ISO\SCCMBoot
2. Copy both the SCCM2012-BOOT-PROD-v3and SCCM2007-BOOT-PROD-v7folders to your
flash drive.
3. Now that both bootable media contents are on your flash drive, you need to know whether the
target school is configured for configuration manager 2007 or 2012.
a. To make your flash drive bootable at a CM07school, move or copy the contents from
the SCCM2007folder to the root of the flash drive.
b. To make your flash drive bootable at a CM12school, move or copy the contents from t
the SCCM2012folder to the root of the flash drive.

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DCPS Machine Naming Standards
Purpose:
A Adult Non-Teacher
T Teacher
S Student
F Food Service
K Kiosk
C Cart

Model:
T430 Lenovo Admin and Teacher Laptop
0M72 Lenovo Desktop
X131 Lenovo Student Laptop
Surf Surface by Windows
IPAD Apple IPAD
IMAC Apple IMAC
MABP Apple MacBook Pro
MABA Apple MacBook Air
BPCC Bradford PC Laptop Cart
BAPC Bradford Apple iPad Cart

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 14
Last 10 Serial Numbers:
BR549 etc.
Leading 000s for any serial number shorter than ten (Example Lenovo currently 7)
Bretford Carts use the following for last 10 digits: RRRRYYSSSS
RRRR = the RC number where deployed
YY = 2 digits of year manufactured (found on Bradford SN Label on door)
SSSS = last 4 digits of serial number (found on Bradford SN Label on door)
Example Names:

AT4300001234567 Lenovo Admin T430 Laptop

TT4300001234567 Lenovo Teacher T430 Laptop
SX1310001234567 Lenovo Student S131 Laptop
A0M720001234567 Lenovo Admin M72 Desktop
ASURF1234567891 Admin Surface Tablet
SSURF12345467891 Student Surface Tablet
AIPAD1234567891 Admin IPAD
SIPAD1234567891 Student IPAD
F0M720001234567 Lenovo M72 Food Service Desktop
CBPCC3014158796 Bretford PC Cart at RC 3014

Installing Printers on the DCPS Network

Identify the Brand/Model
Verify from school staff if newly purchased
o If newly purchased, verify if listed on the Approved Hardware List
If it is, continue with the installation
If NOT, inform the STC to create a Service Request (SR) ticket requesting to
have the printer tested and approved for network installation. The printer may not
be installed until the Service Request has been completed.
Network printers are commonly found in the schools server, ex. HS3237VMCORE01 where:
HS School Level (HS, MS, ES)
3224 School RC
VMCORE01 Virtual server function and number
If the printer you are trying to install is not found on the server or has yet to be added, please
create an Incident Request (IR) ticket to have the Network Operations Center (NOC -
904.348.7226) to have the printer, including its corresponding driver, installed on the server.
Always install printers, EXCEPT PrintRelease printers, using their assigned printer names. Never
attempt to use the IP addresses as they are NOT statically assigned.
Always print a test page and check it to ensure the correct driver is in use. This also ensures that
there are no spooled print jobs. If there are, delete all cached print jobs and reprint a test page.

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 The PrintRelease printers (Lexmark MX710) are to be used for centralized printing; they are

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NOT TEST PRINTERS!!!
o These printers should have already been installed on every Admin and Teacher computer
via Group Policy. If not found, run gpupdate /force in Command prompt. Alternatively,
map to the following path via the Run Command: \\t002prtreldb02\PrintRelease
DO NOT install these printers using their printer names as doing so will render
its secured printing capability useless.
o Most schools were issued two (2). Each of these printers, when delivered, came with 25
RFID badges and were released to whoever in the school signed for them.
o To utilize PrintRelease printers, users must use RFID badges, registered under their
DCPS network account. If the school needs more of these badges, please have them
contact the RIO.
o For issue(s) with these printers, the Point of Contact is Tommy Smith (904.347.7158).
Classroom printers, like the Lexmark e450dn and e460dn are no longer supported on certain
hardware issues. Please contact your regional Hardware Specialist to make the proper assessment
on the affected printer.

DCPS Repair Center (WITS)

At the beginning of the 2015-2016 school year, the Technology Division opened the DCPS
Computer Repair Center (3003-R/2750) at the Bulls Bay Consolidated Services Building.
Hardware repairs of all laptops are now being performed at this location. The expected goal is to
have the laptops repaired and returned within five to ten days in most cases. Each school will
receive two (2) repair center bins that will have dividers in them for the laptops. Bulls Bay Drivers
will pick up the bins from your school using the DCPS Interoffice Tracking System (WITS).

**Only Laptops with hardware issues should be placed in the black bins for repair**

A ticket must to be created prior to transferring any computer to the Bulls Bay repair depot
Only mobile devices should be placed in the bins
A WITS ticket must be created to ensure the bin is picked up (refer to directions below).
Most schools will have extra laptops on campus labeled as SPARES. Typically, this is a
Lenovo model L440. If you notice any L440 or T430 machines on campus in addition to the two
spares provided, please transfer them to Bulls Bay (RC2750) and inform your RIO.

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 QRG - DCPS Interoffice Tracking Number Instructions School to

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School Transfers

Creating New Account

Go to https://www.witscloud.net/dcpsinteroffice/Default.aspx (save as a favorite in

Internet Explorer or Chrome)
If first time accessing WITS click on Register

Type in your FULL DCPS Email Address then

Click Register Button.

You will receive an email with your

temporary password.

Go to WITS Login Page:

Type in your DCPS Email Address and your
temporary password / Click Login

Your WITS Interoffice

homepage will be
displayed.
To Change your password
to permanent password. Go
to Account.

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Type in your Current

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(Temporary) Password, then
input your New Password /
Retype Password. Then
Click Change Button.

Creating a New Pickup:

Log into WITS

Click on New Pickup

Type 1 in the number of items cell. You are going to create one copy of the
Packing Label. (DO NOT TYPE IN ANY OTHER NUMBER OTHER THAN 1)
Then in the Recipient box, go to the dropdown and change Name to Location.
Start typing DCPS Computer Repair Center and select the location highlighted.

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In the Note field, type the Asset Number(s) (or BPI), and IR# of each laptop being

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sent to the repair center in the bin. The pictures dont illustrate to the Asset number
beside IR#. Make sure you include that. If more than one (1) BPI is being entered,
then enter them in the Note section horizontally, instead of vertically. Ensure that
the BPIs on the manifest match that on the laptops in the bin. Dont tape the IR
Ticket on the devices.

Click Pickup. You should receive confirmation that Pickup Request was
successfully created. Click Close.

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 Creating Packing Slip

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Click on the Arrow

Click Creating Packing Slip

Print Packing Slip (Label) and attach to box being shipped. Please Note: You DO
NOT need to create a Label for Each Box.

When you create the transfer in Destiny you will use the Tracking Number on
the Packing Slip.

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 Hardware and Software Approvals

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Requester will check the approved listing at the Technology Innovation SharePoint site first
Request must come from or have approval of Principal or Department Head
Ask the school/department to get approval from appropriate academic area if necessary
Product related information needed:
o Product description and/or purpose
o How many units
o Who will be using the HW/SW and where will it be used?
o What functionalities will be required
o Tech support contact information if any
o Who is purchasing
o Who are the sponsor if any?
o Product technical requirement
o Timeline: How soon will the product be needed?
After gathering all these information, the requester can create a SCSM ticket and assign it to Bei
Lao.
PCC will review/ test the HW/SW as appropriate and contact other IT team (security, network,
etc.) as necessary. Once testing/ reviewing process is done. The team members will close the
ticket with rejection or approval information. If approved the requester and related production
team (DM, Security, Network, helpdesk, and Field Tech team) will be informed via an email by
the responsible test team member. All approvals information will be uploaded to our SharePoint
site to be shared within the district.

**For iPad App approvals see Appendix H**

Approved Hardware
https://duvalschoolsorg.sharepoint.com/sites/TechnologyInnovation/Lists/DCPS%20Approved%20
Hardware%20List/AllItems.aspx

Approved Software:
https://duvalschoolsorg.sharepoint.com/sites/TechnologyInnovation/Lists/DCPS%20Approved%20
Software%20List/AllItems.aspx

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 Department Contact Information

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Network Issues Contact DataComm at 348-7273. DataComm may ask you to enter the MTR
or ITR room to resolve the issue. Do not change any active ports or power down any
network equipment without first contacting DataComm.
Non-DCPS hubs, switches and routers are not allowed on the DCPS network. If a school
requires additional network ports, contact the Regional Information Officer.
Device Management- device_management@duvalschools.org
Service Desk . Service Desk phone number is 348-5201 and follow the prompts. The Service
Desk hours are 7:30 10:00 M-F and 7:30-4:30 - Saturday and Sunday.
Laptop Repair Center Technicians permanently assigned to middle schools will be
responsible for entering tickets for hardware issues with laptops and completing the process for
sending the laptops to the Repair Center. Technicians will complete the request for pickup in the
WITS system and have the bins in the proper location for pickup by Consolidated Services. The
technicians will be responsible for distributing returned laptops to the proper locations. The
contact for the Repair Center is Tony Alvarez 858-4841.
Phones, LCD Projectors, TVs, AV Equipment, Lighting, and Security Cameras are not
maintained by DCPS Technology. Please contact the maintenance department at 858-6321

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 Admin Laptop Use Agreement

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School: ______________ PIN #: __________________
Authorized User: Home Phone:
Home Address: Zip Code:
Equipment BPI #: Serial #:
Computers with BPI numbers are Duval County School Board Property. Equipment issued with the
Admin laptop includes:

Computer Laptop, Brand and Model:

Laptop AC Adapter (2 parts) Keyboard
Docking Station Docking Station Power Adapter
Laptop Carrying Case
Monitor Mouse
According to Duval County School Board SEC. 5-17 C and (E), any damage to, or loss of, equipment in
which it is felt negligence has occurred will result in restitution being requested from that individual at
the fair market value of the item. If the computer or any of its components are stolen, whether on School
Board property or in your personal possession, the police must be notified immediately and a copy of the
report must be submitted to the proper School Board personnel. For any user leaving the district, the
school is to collect the teachers laptop (including the bag, power adapter, battery and mouse) and transfer
(ETF) the laptop from the school to RC 3003-R/2750. The laptop should be given to the Bulls Bay
Driver along with other school mail.
No software is to be loaded or installed on Duval County School Board property that is:
Illegal-All software licenses and copyrights must be strictly observed.
Inappropriate-Only approved educational or productivity software should be installed.
Please have your School Technology Contact or Principal check with the Division of Technology for
software approval before installation.
All equipment and software repairs should be reported to the DCPS Help Desk and repaired by only
authorized DCPS personnel.
I understand the policies listed above and agree to follow them. I understand that I am responsible for the
assigned equipment.
Responsible Party Signature: Date:

Check Out Policy:

When taken off School Board property, the equipment is the responsibility of the person to which it is
assigned. Bold items may be checked out for take home use. All equipment must be signed out in the
front office before check out for the summer. For permission to check out equipment as needed during the
school year, initial below and get principals signature (or designee) before removing from school
property. All equipment must be returned immediately when requested.
Principal Initials Teacher Initials Release Date______

Principal Initials Teacher Initials Return Date________

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 Teacher Laptop Use Agreement

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School: ______________ PIN #:__________________
Authorized User: Home Phone:
Home Address: Zip Code:
Equipment BPI #: Serial #:
Computers with BPI numbers are Duval County School Board Property. Equipment issued with the
teacher laptop includes:

Computer Laptop, Brand and Model:

AC Adapter (2 parts) Patch cable
Carrying Case Mouse

According to Duval County School Board SEC. 5-17 C and (E), any damage to, or loss of, equipment in which it is
felt negligence has occurred will result in restitution being requested from that individual at the fair market value of
the item. If the computer or any of its components are stolen, whether on School Board property or in your personal
possession, the police must be notified immediately and a copy of the report must be submitted to the proper School
Board personnel. For any user leaving the district, the school is to collect the teachers laptop (including the bag,
power adapter, battery and mouse) and transfer (ETF) the laptop from the school to RC 3003-R/2750. The laptop
should be given to the Bulls Bay Driver along with other school mail.

No software is to be loaded or installed on Duval County School Board property that is:

Illegal-All software licenses and copyrights must be strictly observed.

Inappropriate-Only approved educational or productivity software should be installed.
Please have your School Technology Contact or Principal check with the Division of Technology for software
approval before installation.

All equipment and software repairs should be reported to the DCPS Help Desk and repaired by only authorized
DCPS personnel.

I understand the policies listed above and agree to follow them. I understand that I am
responsible for the assigned equipment.
Responsible Party Signature: Date:

Check Out Policy:

When taken off School Board property, the equipment is the responsibility of the person to which it is
assigned. Bold items may be checked out for take home use. All equipment must be signed out in the
front office before check out for the summer. For permission to check out equipment as needed during the
school year, initial below and get principals signature (or designee) before removing from school
property. All equipment must be returned immediately when requested.
Principal Initials Teacher Initials Release Date

Principal Initials Teacher Initials Return Date

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 Appendix A

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Reference Sheet of Technology Acronyms
SCCM (System Center Configuration Manager) - Configuration Manager enables you to
streamline operations by consolidating all client management and security in a single
infrastructure.
DM (Device Management) The DCPS team that is responsible for managing the SCCM
infrastructure.
MIM (Microsoft Identity Manager) Synchronize, identities between directories. Self-service
password, group, and certificate management.
FIM (Forefront Identity Manager) The previous name of MIM and could be used
synonymously.
ID (Identity Management) The team at DCPS that is responsible for managing MIM/FIM
infrastructure. Sometimes called the FIM Team.
BLADE TEAM - The team at DCPS that is responsible for managing all of the centralized
server environments and Data Centers. They are part of Enterprise Systems.
NOC (Network Operations Center) The central monitoring station for all DCPS IT
infrastructure that provides Tier 3 support to all technicians.
PCC (Production Certification Center) The team at DCPS that is responsible for all
Hardware and software testing. No hardware or software can be deployed at DCPS until it has
been approved by the PCC.
SCSM (System Center Service Manager) Is an ITSM based management system that helps
enterprises automate and adapt its IT service management. SCSM includes built-in processes that
address situations enterprises will come across, such as changing control, managing assets'
lifecycles and resolving problems and incidents as they occur.
ITSM (Information Technology Service Management) - IT service management deals with
how IT resources and business practices integrate together, and are delivered in such a way that
the end-user experiences the most desired result from the accessed IT resource, application,
business process or an entire solution stack.
PM (Project Management) PM is the application of processes, methods, knowledge, skills
and experience to achieve the project objectives. General. A project is a unique, transient
endeavor, undertaken to achieve planned objectives, which could be defined in terms of outputs,
outcomes or benefits.
SSO (Single Sign On) SSO is an authentication process that allows a user to access multiple
applications with one set of login credentials. SSO is a common procedure in enterprises, where a
client accesses multiple resources connected to a local area network (LAN).
MTR (Master Telecom Room) - The Master environmentally controlled centralized space for
telecommunications and network equipment. A TR houses the terminations of horizontal and
backbone cables to connect hardware including any jumpers or patch cords.
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ITR (Intermediate Telecom Room) - The Intermediate environmentally controlled space for

25
telecommunications and network equipment. A TR houses the terminations of horizontal and
backbone cables to connect hardware including any jumpers or patch cords.

DATA COM- DCPS team responsible for all DCPS network infrastructure. They handle
all Network design, deployment, troubleshooting and repair. They have a representative
stationed in the NOC acting as level 3 support for networking issues.
BUCKET- Slang term used for all tickets assigned to a specific support technician. (e.g., You
have 12 tickets in your bucket)
OU (ORGANIZATION UNIT) An OU is a subdivision within an Active Directory into which
you can place users, groups, computers, and other organizational units. You can create
organizational units to mirror your organization's functional or business structure. Each domain
can implement its own organizational unit hierarchy.
AD (ACTIVE DIRECTORY) AD is a directory service that Microsoft developed for
Windows domain networks. It is included in most Windows Server operating systems as a set of
processes and services. AD stores directory data and manages communication between users and
domains, including user logon processes, authentication, and directory searches.
SAP (Systems, Applications and Products) SAP is the Enterprise Resource Planning software
used by DCPS to manage all Business Systems, Inventory, Financial Systems, and Warehouse
and Project Management in one integrated database. The system is currently a cloud hosted
system and is accessed by authorized users through SAP specific GUI Client.
GUI (Graphical User Interface) A GUI is a type of user interface that allows users to interact
with electronic devices through graphical icons and visual indicators such as secondary notation,
instead of text-based user interfaces, typed command labels or text navigation.
ESS (EMPLOYEE SELF SERVICE) Employee self-service is an increasingly prevalent
trend in human resources management that allows an employee to handle many job-related tasks
(such as applications for reimbursement, updates to personal information, and access to company
information) that otherwise would have fallen to management or administrative staff. DCPS
currently uses ESS to allow employees to view personal information, update addresses, review
salary statements, selection of online W2, W2 viewing if online option selected, view leave
balances, view benefit information, and in-county travel reimbursement submission. (coming
soon: leave requests and ability to update banking information)
FOCUS The DCPS hosted online web based Student Information System
ONE DRIVE - is an integral part of Office 365 or SharePoint Server, and provides place in the
cloud where you can store, share, and sync your work files. You can update and share your files
from any device with OneDrive for Business. You can even work on Office documents with
others at the same time. It is Cloud Storage and is available 24/7 from any location.
SHAREPOINT- A platform from Microsoft that is used to create intranets (internal Web sites)
for team collaboration, blogs, wikis and company news. It is also commonly deployed to extend
certain information to customers via password-protected Web sites.

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One View is the SharePoint portal used by DCPS as a communication, collaboration, and

26
content management tool designed to empower members of the Duval County Public Schools
community by providing personalized access to important data, resources, and services. DCPS
teachers, students, administrators, and staff access One View using their district
username/password. Parents/Guardians & Community Partners must create a DCPS account
through the DCPS account request portal.
BLENDED LEARNING FOLDER A folder on all student and teacher desktops that has links
to all of the DCPS authorized student software and testing resources.

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 Appendix B

27
DCPS Technology End of Year Procedures
The following recommendations and procedures are provided to guide schools through the
process of preparing the technology in the school building for the summer months as well as to
ensure a smooth opening of 2016/17 school year.
Conduct Equipment Inventory & Prepare Student Computers
Teachers should inventory the equipment in their rooms, taking care to document
whether or not it is in working order. In addition, account for all keyboards, mice, cables,
cords, etc.
Place a Room Number Label on each desktop computer to ensure they are returned to the
appropriate classroom after cleaning procedures are complete.
Leave desktops plugged in, turned on, and connected to the network.
Store all projectors, document cameras, multi-media carts, etc. in a secure location.
Label classroom printers with the room number (Teachers should not move a printer from
their old room to their new room when they change rooms).

Label Active Network & Telephone Ports

Using color-coded labels or white labels, write T/S/P for those network & telephone ports that
are currently in service please do not permanently mark any ports directly
T Teacher network port
S Student network port (the printer port is to be labeled as a Student Port)
P Phone port

Teacher Laptops
Teachers must log in to the DCPS network prior to end of post-planning period to download any
computer updates available for installation.
Laptops remaining at school- Should be verified to be in working order and stored in a
single, secure location per school be sure laptop charger stays with the laptop.

Laptops taken home for the summer- ALL teachers can take their laptop home over the
summer, at the discretion of the school administration. A Laptop User Agreement Form
must be on file at the school to ensure each teacher is responsible for the district asset
they have in their possession.
A list of all laptops collected/issued should be current at all times and kept on file
by the School Technology Contact (STC)

Principal & Teacher Transfers-

o Principals and Teachers may take their assigned laptop with them to their new school.

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 o Staff that was issued a Laptop, Docking Station and Monitor, need to ensure that these

28
items are transferred with the individual. The docking station comes with a separate
power cord. Please ensure that all other peripherals are also transferred.
The following procedures MUST be followed when transferring to a new school:
o Obtain an Equipment Transfer Form (ETF) and complete it with the required
information.
o Have the ETF signed by the current Principal.
o Do not transfer any equipment until the new location is known.
Personnel Leaving the District:
For any user leaving the district, the school is to collect the teachers laptop (including the bag,
power adapter, battery and mouse) and transfer (ETF) the laptop from the school to RC 3003-
R/2750. The laptop should be given to the Bulls Bay Driver along with other school mail.
Any and all laptops not assigned to a specific user or not officially designated as a school spare, must be
returned to RC 3003-R/2750 via the Equipment Transfer Form (ETF) completed by the school. See
example:

Create Service Desk Tickets

Create a ticket for all outstanding technical issues and/or equipment in need of repair.

Remove Outdated & Obsolete Equipment

Complete proper paperwork (ETF) and ship to Bulls Bay (RC 3005). Seek assistance
from your Bookkeeper to complete the equipment transfer form (ETF), if needed.

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 Appendix C

29
DCPS Laptop Cart Storage Guidelines

Laptop Cart Storage during Summer Break

All laptop carts need to be stored together in one or more designated locations. This location
needs to be communicated to your Regional Information Officer (RIO). This area needs to be
accessible during the summer for technician access.
Take inventory of all the equipment in the cart.
Store laptops in the assigned carts the entire laptop cart should be stored as a single unit,
and not broken up across different locations.
Do Not Attempt to plug in all the laptop carts to power in the summer storage location.
Please prepare a document showing where each cart needs to be returned. Technology will
use this document to return your laptop carts to their designated locations.
Reset the combination on the locks back to the original combination (4 digit school #). If the
combination is not set to the original code, the lock will be cut at the schools expense.
Ensure Principal and Bookkeeper both have access to the combination(s) and/or key(s) for
the laptop carts so that work can be done during the Summer Break.

Interactive Monitors and Accessories

Use the link below for troubleshooting hardware and software issues
https://duvalschoolsorg.sharepoint.com/sites/intech/SitePages/Interactive%20Monitor%20and%20All%2
0In%20Learning.aspx

Interactive Monitor
Unplug from the wall and wrap up cord.
Neatly wrap all additional cord to be easily accessed next year.
Spray cloth with glass cleaner to clean monitor. Do not spray the cleaner directly on
monitor

All-In Learning
Ensure all parts/pieces are together for storage
o Clickers and USB receiver are in base
o Cable connecting base to electrical outlet
o All-In Learning doc cam

Hovercam Solo 8
Ensure all cords are together for storage

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 Appendix D

30
DCPS Regional Field Support
Director of Operations
Thomas Britton

Supervisor of Field Support

Byron Simmons

Regional Information Officers (RIO)

Region 1 Gabriel Hurst
Region 2 Jason Riggio
Region 3 Vacancy
Region 4 Erwin Mariano
Region 5 Carl (Zach) Williams
Repair Depot 3003 Anthony Alvarez
Food Service Cary Fountain

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 Region 1 Technology Services Region 2 Technology Services

31
Technician Technician
KEITH TEAGUE MOBILE TECH
CHRIS LINK- MOBILE TECH SEAN MYERS MOBILE TECH
JOE GILLIARD- MOBILE TECH OLIVER CASTLE MOBILE TECH
THOMAS PATE- MOBILE TECH KEN FEINBERG MOBILE TECH
MELISSA YOUNG- MOBILE TECH WILLIAM ORTIZ-CRUZ MOBILE TECH
ANGEL MARRIQUIN- NORTHWESTERN DAVID HOTALING DARNELL M.S.
M.S.
PHYLLIS AUGUSTINE JOHN FORD K-8
SEAN ANCRUM- OCEANWAY M.S.
JAVIER GONZALEZ BUTLER M.S.
KEVIN RUTHLEDGE- RIBAULT M.S.
KEITH WILLIAMS MOBILE TECH
MICHAEL HIRES- HIGHLAND M.S.
WILLIAM DEPTULSKI MOBILE TECH
DAVID PHIPPS- TECHNOLOGY SERVICES
CHRIS BEAVERS MOBILE TECH
TECHNICIAN III
MARCUS ELLIS MOBILE TECH
HANS VIGE- HARDWARE TECH.
ELAINE HALTERMAN MOBILE TECH
MARTY DURHAM HARDWARE TECH
Region 3 Technology Services
FRANK HAYWOOD TECHNOLOGY
Technician SERVICES TECHNICIAN III
FERNANDO VILLARRUEL HARDWARE TECH
ROLAND LAMORENA- TECHNOLOGY
Region 4 Technology Services
SERVICES TECHNICIAN III
VINCENT RICKETTS- WESTVIEW K-8
Technician
SHANTE MCFADDEN- MOBILE TECH
GABRIEL GIL- KEN SMITH- HARDWARE TECH.
TRACY GOOD- BALDWIN SR. H.S. TERRY KASZA- MOBILE TECH
MICHAEL TAYLOR- JOSE DELGADO-MOBILE TECH
NICK BARBIER- STILLWELL M.S. SEDRICK BROOKS-TWIN LAKES M.S.
WILLIAM HERNDON- JOANN KLEIN- SOUTHSIDE M.S.
SETH MIMS GERMAN OTALORA- TECHNOLOGY
SERVICES TECHNICIAN III
JARED FIGUEROA-MANDRIN M.S.
DANILIER ROSABAL-DUPONT M.S.
Region 5 Technology Services TAMER ELMADAAWAY- MOBILE TECH
Technician TABITHA ONLY- MOBILE TECH

DENNY IRVINE- HARDWARE TECH. 3003 Repair Center

GEORGE SMITH- KERNAN M.S.
ARON DZINA- MOBILE TECH GIAN AQUINO HARDWARE TECH
WILLIAM RAYBURN- FLETCHER M.S. CHRIS GREGORY- TECHNOLOGY SERVICES
MONIQUE CORONEL- FT CAROLINE M.S. TECHNICIAN
ALAN CRUZ- MAIN BUILDING COMPUTER KEN FEINBERG- HARDWARE TECH
SPEC. SERGIY SOROKIN- TECHNOLOGY
MIKE ROBERTS- TECHNOLOGY SERVICES SERVICES TECHNICIAN
TECHNICIAN III
CORTEZE STRICKLAND-
ROSE SHERRILL- MOBILE TECH
AMANDA GRANT- MAYPORT M.S.
COLTON CRANDALL- LANDMARK M.S.
FELIX MORILLA- ARLINGTON M.S.
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 Appendix E

32
DCPS Enterprise Operations

Director of IT Operations
Thomas Britton

Supervisor of Enterprise
Ben Powell

Device Management Messaging Team

Device_Management@duvalschools.org techdivexchange@duvalschools.org

BOUHLAL, KHALID HAMILTON, KIP

VOLLERS, BILL JONES, LARRY A.
WHEELER, NEIL
GUZMAN, GINTARUS
VACANCY
Identity Management & Directory Services Business Services & Data Recovery
FIM_Administration@duvalschools.org bladeteam@duvalschools.org

DZINA, AL
SMITH, TOMMY H. HUGHES, DENNIS K.
MIKA, JIM STIERHEIM, MATTHEW B.
WOOD, WYATT
ABSHER, LINC

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33
Procedures for Reporting a Stolen DCPS Laptop

Obtain a copy of Jacksonville Sherriff Office Certified Incident Report

Make sure the report includes the serial number, asset id number, and any
other relevant information to have this device deemed stolen
Once obtained contact Michael Moody along with attach the Incident Report
to the email and he will lock the device. Also, make sure you CC your
supervisor.;
Asset management will be notified.
Once all these steps are complete your RIO will contact the appropriate
personnel to request a replacement.
If the theft occurs on campus, notify the School Resource Officer (SRO) and
school administration.

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 Appendix G

34
Retiring Computers & Printers (Techs at Schools)
Obtain a copy of the recent inventory located at your school. Work with your RIO and STC to
confirm the machine is within its 5-year life cycle.
Title One equipment purchased by the school should not be retired unless the school requests so.
Any equipment being retired to RC2750/3003 must be documented using an equipment transfer
form (ETF). See example below.
You should notify the principal or assistant principal before transferring equipment.

______

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 Appendix H

35
Directions for Staging Old Computers during a Refresh

These are the steps to help the Consolidated Services Department remove all your old computers
in a timely and efficient matter. Please place all computers in one location that is one the 1 st floor
near an exit door for easy access.
The first step is to remove all the old computers from the classrooms. Remove all cables, power
cords, keyboards, mice, and remove the circular monitor bottom stands (1 st picture) and place
them in the Gaylord boxes or white pallet bins(2 nd Picture). The laptop batteries and power cords
must come back in a separate box. The boxes and bins will be provided. The items need to be on
an ETF (Equipment Transfer Form) with only the total quantity. No BPI or Asset numbers are
needed. ETF with BPI numbers are only required for the CPU. We will need all power cords
sent back with the laptops.

CPU units need to be stacked in stacks of 11 with the ETF placed on top of the stack. The asset
numbers need to be listed on this ETF, (3rd picture).
The Monitors can be placed face down on a pallet, (3 rd Picture) Stack the monitors 9 to a level
with a piece of cardboard between each layer. The layers should be no more than 3 high, (4 th
picture). The Removal Team will wrap the pallets. Please stage the pallets in an area that the
pallets can be removed with a pallet jack.

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 36
This will condense the area and make it much easier for Consolidated Services to come in and
remove all your old computers.
IT will mark computers Red tag (retire), Yellow (warehouse), Green (reissue) and Blue (parts).
These will be put into separate piles.
Thank you for helping us serve you better.

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 Appendix I

37
BYOD

BYOD Info:

Only Authenticated Domain Users can use the BYOD. You must have an active directory
account. All students, Administrators and teachers have access.

Only non DCPS device should be connected to the BYOD.

The SSID is DCPS-BYOD

When you connect to the SSID, you are asked for a password. The Password is: learningisfun

Users will then be presented with a Terms and Conditions page. Click on the accept box then
click Connect.

The user will then have to login in with their AD credentials on the Content Keeper authenticate
page

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 IPad App Approval Form

38
School Requesting: School
Contact:
RIO: Field Tech:
PO or serial Grant:
numbers
Device:

Type: IPAD II
Teacher/Admin: #
Student: #
Need:

How do you plan to

use the devices you
ordered?

Do you have a Volume

Purchasing Plan
account?
Who will manage
these devices at your
school?
Are there specific
restrictions or
permissions that the
devices will need for
your purpose?
(ie. Lock the camera)
Request:

List of Apps IPADs need to be reconfigured so they attach to the school network. There is a
Requested by School total of 30 IPADS in the IPAD cart.

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 Final Checklist

39
This checklist represents a brief guide for newly-hired Technology Services Technician. This guide
is not comprehensive. Therefore, the majority of tickets managed by the technician will be resolved
under the direct supervision of a senior technician or RIO.
No Category Date Trainee Trainer Name (Printed)
Initials

A. Using the Service Manager Console

1. Install SCSM on your computer
2. Select an existing ticket
3. Add notes to a ticket
4. Reassign a ticket
5. Resolve a ticket
6. Search for an existing ticket based on IR#
B. Basic Troubleshooting
1. Run the Lenovo diagnostic tool
2. Troubleshoot a computer that will not power on
3. Diagnose a computer with a hard drive issue
4. Troubleshoot a computer that will not boot properly
5. Resolve a computer that has a blank/bad monitor
6. Identify, diagnose, and resolve a bad network port
C. Reimaging a Computer
1. Back up user data (email, documents, misc. files)
2. Configure the machine to boot using PXE
3. Monitor the install process and report any errors to DM
4. Ensure the computer has correct naming convention
5. Ensure that all applications have installed correctly
6. Migrate the users data to new machine (if applicable)
D. Installing Printers
1. Install a local printer using the domain or IP address
2. Connect to an existing printer on the network
3. Configure a computer to use the print release
4. Configure an RFID badge for the print release
5. Identify, diagnose, and resolve a laptop that cannot print
E. Using the Repair Center (WITS) (on-site technician)
1. Create a WITS account
2. Create a ticket
3. Create a packing slip
4. Place machines in the bin, and coordinate a delivery
F. Retiring Hardware (on-site technicians)
1. Identify a machine that is beyond the 5-year lifecycle
2. Complete an ETF form
3. Coordinate an equipment pickup with Bulls Bay (3003)
G. Miscellaneous Items

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By signing below, I acknowledge I have been trained by my training technician and/or RIO

40
on the above items:

_________________________ ____________________
Software Technician Date

_________________________ ____________________
Trainer Technician Date

_________________________ ____________________
RIO Date

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