Network Support Services

LHRIC Network Support Services provides comprehensive technology support for all local district systems and networking technology needs including, but not limited to, service and support for client devices, printers and peripherals, servers, storage, virtualization technologies, network infrastructure and wireless technologies. These services are offered either through the Collaborative Support model or through a Managed IT Support service. Districts participating in our services take advantage of our experience in supporting and maintaining educational networks. In addition, districts also benefit from consortium pricing established with many of the technologies commonly used by districts.

The services offered include:

• Maintenance of technical support contracts with vendors
• Technology evaluation, design, planning, development, and on-site technical consulting
• Field-tests of new technologies and updates, patches and new versions of current products
• Central distribution of patches, updates and antivirus software
• Monitoring of technical support issues and service delivery through a centralized web-based help desk solution
• Training and support through in-house and third-party partners.
• Cybersecurity Services and solutions

 The LHRIC’s Managed IT Service is a comprehensive network support solution that provides a combination of centralized support teams and local field support to meet the needs of each district through a centrally managed and standardized service approach and methodology. This service includes the planning, management, maintenance, design, procurement, deployment, repair, ongoing support and administration of many IT functions including:

End-user Computing (EUC) – Support and maintenance of all classroom equipment and instructional software (desktops, laptops, interactive whiteboards, tablets, printers, Apple devices etc.). This also includes support and management of cloud-based application platforms.

Systems Infrastructure – Comprehensive support and maintenance of servers, network storage solutions, virtualization technologies and associated UPS equipment.

Network Infrastructure – Support and management of network infrastructure equipment and associated management solutions.

Wireless Support – Support and management of district wireless systems including access points, wireless controllers, Network Access Control (NAC) and network monitoring systems. 

In addition to the technical support provided by these teams, the services also include these components:

MIT Lead – Consultant to the district to provide oversight and support and assist with escalations. MIT Leads also provide formal project management services for district projects and assist in creating and maintaining tech profiles and long term tech planning.

Procurement Services –Dedicated team that assists districts in procuring hardware and software.

Consortium Maintenance Contracts and Support Renewal Management – Provides access to Consortium negotiated vendor contracts and a team that manages district software and hardware renewals annually.

Service Desk Software Solution – Enterprise-level incident management tool customized for K-12 districts.

Technical Service Desk Team – Dedicated team of engineers providing triage support (categorization, prioritization and escalation) and level 1 technical support for the incidents reported to the Service Desk.

Asset Management Solution – Enterprise-level asset management solution for lifecycle management.

Student Support Portal – Allows students and parents who have district-issued client devices to report technical issues.

Centralized Service Tools and Software – Various tools to provide proactive alerting, security and management benefits for district technology.

Vendor Support – Provides access to paid vendor support contracts for level 3 issues that may require specific vendor knowledge to address.

Technical Training – Provides formal training opportunities to field support staff and district technical staff.