Getting Help

These are the steps that should be taken in order to receive assistance from the IT Support Center.

Please note that these steps have been created in order to serve Boulder Valley School District in an effective manner given the finite resources of the Information Technology Department.

1. Ask a coworker or consult your building technology contact

For simple or “how to” questions this is one way to get an answer quickly.

2. Use the Help menu/option when working in applications

If you have a “how to” question or simply need some guidance, the Help menu in many applications will provide step by step instructions on how to perform these tasks. 

3. Look up your question on the Knowledgebase

The Knowledgebase contains solutions to common Support Center questions online. All documents can be printed for future reference. To access the Knowledgebase go to http://bvsd.org/kb.  From here you can search for a topic that you need help with. A list of documents will appear at the bottom and you may click on the one you want to read about.

Visit the IT Support Center webpage at http://bvsd.org/itsupportcenter

4. E-mail the IT Support Center

If you still do not have a solution to your problem you may e-mail it.support@bvsd.org which will create a work order (or HEAT ticket). Once your ticket has been created, you will receive an e-mail with a work order number. You may double click the attachment in the e-mail to see your work order. Be sure to give enough information in your e-mail that the technicians can trouble shoot your problem. Sending your ticket by e-mail gives you the opportunity to clearly explain your issue or problem.

Work orders are processed as quickly as possible. Please note that there may be high volume times, such as the beginning of the school year, when the response times will be longer.

5. Log a work order using HEAT Self Service (HSS)

You can log a HEAT work order via the web by going to http://bvsupport/heatselfservice. The application will log you in based on your network login.  You must be logged on to a BVSD computer to access this application. (You will not be able to access HSS from home.  Select New Issue using the navigation pane on the left hand side.  Once your ticket has been created, you will receive an e-mail with a work order number.

6. Call the IT Support Center

If you are unable to e-mail because you are having trouble with your computer or you can’t access your e-mail you may call the IT Support Center at 303-447-5065. When calling, your request will be submitted through the same ticket process and a HEAT ticket will be created. Tickets submitted by phone will not be given priority over tickets submitted via e-mail and through HEAT Self Service.  If your call is not answered by a technician when you call, you may leave a message clearly stating your first and last name, your issue and a phone number that you can be reached at.