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Help-desk

We aim to ensure that everyone has the tools and resources necessary to accomplish our shared goals to Ignite, Inspire, and Prepare all students. To achieve these goals, we need your help, so please report all issues, large and small, via our RJUHSD Technology Services Support Services Web Portal.

We are here to help with all of your IT needs. Generating a support request is quick and easy! Our staff is available from 7:00 am to 4:00 pm daily. You can contact us via any internal phone at extension 1234 or reach us at 916-786-3002 from any phone. In addition, you can generate a support request simply by emailing help@rjuhsd.us or by utilizing the help-desk portal.

Freshdesk Logo; a green icon with a simple white headset

Click to submit a ticket

Click to email help@rjuhsd.us

Email help@rjuhsd.us

Phone Support

Call Ext. 1234 
or 916-786-3002

Some of the items we can assist with are classroom workstations, laptops, staff Chromebooks, printers, TVs, projectors, network connectivity, Wi-fi access, Aeries support, internet service, content filtering (both block and unblock requests), web content, website editing, user account access, phones, and much more.  

Our primary goal is to ensure your equipment and connectivity are ready when needed. We WANT to hear from you! 

Creating a Ticket

Submitting a support request is fast and easy. The quickest way to submit a request is via your district email: 

(Quickest) Via District Email

  • Open your RJUHSD Gmail.
  • Select Compose.
  • Enter help@rjuhsd.us in the To field.
  • Enter a subject that briefly describes your support request.
  • In the message body, describe your request as detailed as possible.  Some things to remember:
    • Whenever possible, keep support requests separate. This allows for better communication.
    • Don’t forget the who, what, when, and where.  Especially when reporting internet or other service interruptions, they can assist in quickly identifying and resolving your request. 
    • Submit your requests directly (whenever possible). Receiving request from the person directly experiencing the problem helps us expedite your service and gives us the correct point of contact in the event we need additional information.
    • Provide valid contact information and classroom availability. To help us work around your schedule, it’s beneficial to know the schedule in which we can access your room without causing interruptions to your curriculum. If you don’t mind a support representative in your room while students are present, reference that in your support request.  Having that availability may result in faster service.  In addition, if you’d like us to contact you via a number that isn’t your assigned phone extension, please reference that to help streamline communication. 
  • Press the blue Send button.  

(Advanced) Freshdesk Web Portal

This will allow you to create support requests and communicate with IT personnel directly, read notes about your service request, and view up-to-date status information.

  • Open your Google Chrome web browser.
  • Select the Google “waffle,” otherwise known as “Google Apps” Launcher.
  • Select the green “Freshdesk” app.
  • If prompted, select the Login using Google button.

OR

  • Open any web browser.
  • Navigate to https://rjuhsd.freshdesk.com/support/login.
  • On the right-hand side of the screen, under “...or login using” select the Google button.
  • You may be prompted to log in to Google services at this point.

You’re now ready to access the Freshdesk support system

That’s it!  You’ve submitted your request, which is now in the Freshdesk work order system.  It can be viewed by the entire IT Services staff and routed to the appropriate support representative.  All communications about your request, regardless of the IT staff member, will be logged and viewable to help us provide the best service possible. 

Note: As always, feel free to call our Helpdesk support line at extension x1234 (available from any internal phone) to speak with a Technology Services representative. Aeries Support can be reached at x1250 and technology purchasing can be reach at x1221. Please remember that a single staff member usually monitors this line; if you call and it goes to voicemail, they’re likely helping another RJUHSD staff member. Leave a voicemail, and someone from the IT Department will be in touch.