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Computer repair process efficiencies
What happens when student computers need repair?
Posted on 01/23/2019
What happens when student computers need repair?

When 5,500 junior high students are issued computing devices and allowed to take them home, there’s going to be a few technical glitches. The devices may need software updates, reimaging, or perhaps the user can’t quite remember the password. Sometimes the keyboard fails, or the touch screen doesn’t work. And there’s the occasional water damage.

ParaeducatorBallou Junior High paraeducator Colleen Hallenbeck

Paraeducators play a key role in the process designed to quickly repair or update the device if possible. When a student drops of a device it is swapped out for a loaner so they don’t get behind in classwork. The device is recorded and tracked while out for service. The Library and Technology Para Educator position was created this year to support both traditional library use as well as the new 1:1 computers.

A recent interview with Ballou Junior High paraeducator Colleen Hallenbeck showed a well-organized, efficient system to maximize use of the devices and time. Hallenbeck works in the library and helps students when they have issues with their computer.

The first step is to check out a loaner so they can continue with their classwork. Next, Hallenbeck will assess the issue with their computer and determine whether she can fix the problem or if it needs to go to EdTec for repair.

In some cases, the Tech Squad students who are trained to perform windows updates can resolve the issue. “We’re trying to get our kids to do some of it themselves,” says Hallenbeck. For example, they should not shut down the computer during a software update.

On average, Hallenbeck gets nearly 45 devices per week. With seven junior highs in the district, the average number of devices needing service can reach 300 per week.

Oleg LaktionovLogistics Support Oleg Laktionov

An efficient system for tracking and transporting the devices to and from EdTec for repair is in place. Each day when logistical support delivers lunches to the junior highs, they also deliver a bin from EdTec containing devices that are repaired and ready to return to students. Hallenbeck will retrieve the bin and devices. At the same time she will place the devices that need repairs in the bin and logistics will return them to educational technology with food service items. Technology, logistics, and food and nutrition are located adjacent to each other at the South Hill Support Campus.

Luke FoxTechnician Luke Fox coordinates the Library and Technology Paraeducators

The repair or update usually takes 2-3 days before it is returned to the student.

When a student is assigned a computing device for use at home, it is tracked by serial number. When they send it for repair the device is tracked. Families have the option to purchase protection through the school district.

Every secondary student in the district has been assigned a 1:1 device to take home.