IT Helpdesk Requesting IT Help Grace Church and Momentum Ministry Partners Helpdesk Definitions Priorities Urgent  – Outage preventing a ministry or business event from moving forward that day Medium  – All non-urgent incidents and requests Requesting Assistance Decide if the Incident or Request is of Urgent Priority If priority is Urgent You  MUST   Call  or  Text Urgent issues to appropriate Helpdesk 330-664-9994 Akron East Bath Medina East Stark North Town Center Campuses Momentum Ministry Partners     330-800-5678 Norton, Barberton, and County Line campuses  Automated Attendant: Select 1 Contact IT On-call team member No Answer leave voicemail Don’t receive callback within 30 minutes Call Help Desk, Automated Attendant: Select 2 Escalate Call The Help Desk is open during these hours. If you call outside these hours, the call will go to voice mail. If priority is Medium (All non-urgent) Submit Incident or Request by Email to the address for your home campus Akron East              aec_ithelp@graceohio.org   Bath bth_ithelp@ graceohio. org Barberton              btn_ithelp@graceohio.org County Line            clc_ithelp@graceohio.org Medina East          mec_ithelp@graceohio.org Norton   ntn_ithelp@graceohio.org Town Center   tcc_ithelp@graceohio.org Momentum Ministry Partners           mmp_ithelp@buildmomentum.org     Weekday Service Level Objective (SLO) Priority Type Description Response Time Objective Resolution Time Objective Urgent Incident or Request Preventing a ministry or business event or meeting from moving forward that day 9am-10pm 30 Min 10pm-9am ND   4 Hour   Medium Incident or Request Individual hardware or software support, network issues, account issues etc. 9am-10pm 1 Day 10pm-9am ND   1 Week Weekend Service Level Objective (SLO) Priority Type Description Response Time Objective Resolution Time Objective Urgent Incident or Request Preventing a ministry or business event or meeting from moving forward that day 8am-10pm 30 Min 10pm-9am ND   4 Hour   Medium Incident or Request Individual hardware or software support, network issues, account issues etc. 8am-10pm 1 Day 10pm-9am ND   1 Week Please contact Mike, Allan, John or Dwayne with any questions you may have. AVL Support (Audio, Video, Lighting) The Grace IT team will only provide very limited support for certain AVL technologies since these are primarily handled by the Creative Arts team. Please reference the Request Bath AVL Support KB page for requesting support on these items. If you are at the Bath Campus and if it is deemed that the support request sent to the IT Helpdesk is more of an AVL support issue to a degree, the ticket may either be transferred to the Bath - AVL Support Helpdesk, or the Creative Arts Tech Director will be assigned as a secondary agent to the ticket as necessary. https://kb.gracechurches.org/books/it-helpdesk/page/request-bath-avl-support Request Bath AVL Support HelpDesk Definitions We setup a HelpDesk to help the Bath Creative Arts Tech Director receive and track support tickets for the AVL (Audio, Video, Lighting) side of things.  Please reach out to the Bath AVL Helpdesk for issues that would be related to any of the following: Weekend Service Room Tech - This includes: Reserving Audio Equipment Lighting System Support Reserving Room / Resources Setting up ProPresenter Environment Cameras Video System that broadcasts the Weekend Service to the TV's throughout the entire Church Building Hookup points and any other connections in the Auditorium. RMA / Service requests for Projectors, Stage Speakers, TV's, Lighting Equipment Sound Boards / Audio Controllers Installing and repairing Weekend Service related cable lines or other equipment. To help decipher getting support between the AVL and the IT world, you may want to send a ticket to the IT HelpDesk if: A computer hardware diagnosis or replacement is needed for troubleshooting. A PC or Mac device replacement is needed. A drive backup-and-restore operation or special data recovery is needed. The Power Kids Mac Mini or the CheckIn Kiosks are acting up again.  A Weekend Service Computer cannot recognize the Church Network (or the Staff network) and cannot connect to the Internet. Assistance with PureLink system being down (though the AVL team may also be able to support PureLink cases) Requesting Assistance All AVL requests are to go to our Bath Creatives Arts Tech Director ( Dave Lutsko ). You may create a ticket by emailing to the appropriate helpdesk so that it can be tracked and updated in the tracking system. If it is deemed that the support request is more of an IT support issue to a degree, the ticket may either be transferred to the Bath - IT Support Helpdesk, or an IT representative will be assigned as a secondary agent to the ticket as necessary. bth_avhelp@graceohio.org If your request is more urgent, you can also reach Dave by phone through his Telzio extension (#1146). If you call the Bath Office number (330-666-8341) after open hours, there will be a prompt for you to dial in a Telzio extension number. If you are a staff member you can login to Telzio.com to reference the list of users in our organization. You can also download the app ( IOS ) ( Andriod ) to make calls from your phone. If you have a general question or request, please reach out to our contact form on our website: Contact Us | Bath Campus (gracechurches.org) Onboarding/NewHire IT Cheat Sheet Go through Orientation (including IT Orientation) Sign IT Agreements Forms Setup your MFA on your Grace Church Office365 account Setup any Office Apps on your phone you'll use (i.e. Outlook, OneDrive apps, etc) Get Familiar with our SharePoint sites, firstly the 30-in-30 Files - Documents - All Documents site. Grab IT Orientation Slides from 30-in-30 Files SharePoint! Bookmark the Grace Church Knowledge Base (The site that this page is hosted on!) Sign into your Outlook (Windows Outlook, macOS Outlook, Outlook on the Web, and/or Outlook on iOS/Android) Set your Outlook Grace Church Campus Signature Set your Outlook Calendar Settings to Public to Organization: Set Personal Outlook C... | Grace Church KB Sign into and install the Telzio App: Telzio | Grace Church KB Get Familiar with the Office Copiers/Printers, find where your Copier PIN code is and how to use the different Copier functions: Uniflow Cloud Printing... | Grace Church KB Check your Printer account (Currently we are using cloud software Uniflow Online). Follow the https://kb.gracechurches.org/books/applications-98f/page/uniflow-cloud-printing-software#bkmrk-get-started guide to setup the printing client on your computer and grab your Uniflow PIN code to login to Copiers