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Life cycle of a ticket

The  Technology Department is pleased to Announce a new Technology Helpdesk.  Our new deployment of chromebooks, macbooks, wireless networks, and iPads has resulted in an internal shifting of roles and responsibilities in the technology department.  Our goal is to increase efficiency and the quality of communication with staff.  The HelpDesk will allow your requests to automatically be assigned to the proper person in the Technology Department.  The HelpDesk will be your single, first point of contact for ALL requests for service, troubleshooting, purchases, maintenance, troubleshooting, training, and installation.
You can also access the help desk by bookmarking: http://techsupport.msad60.org/portal

How does this system work? 

Creating a Ticket:

Creating a ticket with the helpdesk is the first step to getting the support you need in a timely manner.  Tickets are created in one of two ways:

      1. Ticket is created in this user portal     or
      2. Ticket is created by sending an email to “techsupport@msad60.org”

Upon submission, the Ticket Creator will receive a confirmation email with a ticket number.

Assigning a Ticket:  

Your helpdesk ticket will be assigned to the proper Technology Department Staff based on the information provided.  A confirmation email will be sent to the Ticket Creator when the ticket is assigned.

Ticket Comments:

Technology Department Staff may comment on your ticket in order to gather more information to help solve the problem.  An email will be sent to the Ticket Creator when Helpdesk staff makes a comment.  Users can use the reply feature within  Gmail to comment back to Helpdesk staff.  Users can also access the Portal to view comments and make additional comments.  Please look carefully at these emails,  as we may be looking for additional information from you. 

Escalating a Ticket:

Technology Department Staff may escalate your ticket to another member of the tech department for additional support.  The Ticket Creator will receive an email notification that the ticket has been re-assigned.

Closing a Ticket: 

When the problem is solved, Helpdesk staff will close the ticket.  The Ticket Creator will receive an email notifying them that the ticket has been closed.  If the user experiences this issue again, they can “re-open” the ticket, by accessing the portal, and viewing “resolved tickets”  You can also re-open a ticket by simply replying to the “closed Ticket” email.

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Digital Citizenship

MSAD #60 has adopted the Common Sense Media Digital Citizenship curriculum.

Digital Citizenship is integrated into K through 5 computer classes in each town.  In grades 6-12, digital citizenship is addressed through integrated units in all subject areas.

To look at specific lessons or find out more about CSM, click here.

From Common Sense Media:

“Our Mission

Common Sense Media is dedicated to improving the lives of kids and families by providing the trustworthy information, education, and independent voice they need to thrive in a world of media and technology.

We exist because our nation’s children spend more time with media and digital activities than they do with their families or in school, which profoundly impacts their social, emotional, and physical development . As a non-partisan, not-for-profit organization, we provide trustworthy information and tools, as well as an independent forum, so that families can have a choice and a voice about the media they consume.

Our 10 Beliefs

  1. We believe in media sanity, not censorship.
  2. We believe that media has truly become “the other parent” in our kids’ lives, powerfully affecting their mental, physical, and social development.
  3. We believe in teaching our kids to be savvy, respectful and responsible media interpreters, creators, and communicators.  We can’t cover their eyes but we can teach them to see.
  4. We believe parents should have a choice and a voice about the media our kids consume and create. Every family is different but all need information.
  5. We believe that the price for free and open media is a bit of extra homework for families. Parents need to know about the media their kids use and need to teach responsible, ethical behavior as well as manage overall media use.
  6. We believe that through informed decision making, we can improve the media landscape one decision at a time.
  7. We believe appropriate regulations about right time, right place, and right manner exist. They need to be upheld by our elected and appointed leaders.
  8. We believe in age-appropriate media and that the media industry needs to act responsibly as it creates and markets content for each audience.
  9. We believe ratings systems should be independent and transparent for all media.
  10. We believe in diversity of programming and media ownership.”

Our Staff

Chris Russo – Director RSU #35 & RSU #60

Traci Pierpont – Administrative Assistant

Brett Saucier – Project Manager  (Book Time with Brett)

Garrett Poole– Network Manager RSU #35 & RSU #60

Aaron Morrow  – Software / Database Specialist

Joseph Lenhardt  – Repair Technician

Brigette Dumont – Technology Integrator (Book time with Brigette)

Heather Sanfacon-    Technology Integrator (Book time with Heather)

Elaine Pomroy – District Inventory Specialist / NHS Library Support

Stephen Vitale – District Installation Specialist – RSU #35 & RSU #60

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Video Tutorials

Digital Citizenship

MSAD #60 has adopted the Common Sense Media Digital Citizenship curriculum.

Digital Citizenship is integrated into K through 5 computer classes in each town.  In grades 6-12, digital citizenship is addressed through integrated units in all subject areas.

To look at specific lessons or find out more about CSM, click here.

From Common Sense Media:

“Our Mission

Common Sense Media is dedicated to improving the lives of kids and families by providing the trustworthy information, education, and independent voice they need to thrive in a world of media and technology.

We exist because our nation’s children spend more time with media and digital activities than they do with their families or in school, which profoundly impacts their social, emotional, and physical development . As a non-partisan, not-for-profit organization, we provide trustworthy information and tools, as well as an independent forum, so that families can have a choice and a voice about the media they consume.

Our 10 Beliefs

  1. We believe in media sanity, not censorship.
  2. We believe that media has truly become “the other parent” in our kids’ lives, powerfully affecting their mental, physical, and social development.
  3. We believe in teaching our kids to be savvy, respectful and responsible media interpreters, creators, and communicators.  We can’t cover their eyes but we can teach them to see.
  4. We believe parents should have a choice and a voice about the media our kids consume and create. Every family is different but all need information.
  5. We believe that the price for free and open media is a bit of extra homework for families. Parents need to know about the media their kids use and need to teach responsible, ethical behavior as well as manage overall media use.
  6. We believe that through informed decision making, we can improve the media landscape one decision at a time.
  7. We believe appropriate regulations about right time, right place, and right manner exist. They need to be upheld by our elected and appointed leaders.
  8. We believe in age-appropriate media and that the media industry needs to act responsibly as it creates and markets content for each audience.
  9. We believe ratings systems should be independent and transparent for all media.
  10. We believe in diversity of programming and media ownership.”