EDUCATION STUDENT TECHNOLOGY SUPPORT CHECKLIST

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--- INITIAL REQUEST & TRIAGE ---
[ ] Student Description of Issue
[ ] Issue Category (Hardware, Software, Network, Account, Other)
[ ] Priority Level (High, Medium, Low)
[ ] Student ID
[ ] Date of Request
[ ] Time of Request

--- ACCOUNT VERIFICATION & ACCESS ---
[ ] Student ID Number
[ ] Brief Description of Account Issue (e.g., forgotten password, access denied)
[ ] Verification Method Used (Student ID Verification, University Email Confirmation, Advisor Confirmation, Other (Specify))
[ ] Verification Code (if applicable)
[ ] Date of Verification
[ ] Time of Verification
[ ] Account Reset Required? (Yes, No)

--- HARDWARE TROUBLESHOOTING (DEVICE) ---
[ ] Device Type (Laptop, Desktop, Tablet, Chromebook)
[ ] Operating System (Windows, macOS, ChromeOS, Other)
[ ] RAM (GB)
[ ] Storage Space Used (GB)
[ ] Visual Inspection (Screen Damage, Physical Damage, Loose Connections, Overheating, None Observed)
[ ] Power Status (Powers On, Powers On with Errors, No Power)
[ ] Detailed Description of Issue

--- SOFTWARE TROUBLESHOOTING (APPLICATION) ---
[ ] Application Name (Microsoft Office, Adobe Creative Suite, Specialized Software (Specify))
[ ] Detailed Description of the Problem
[ ] Error Message (If Applicable) (Yes, Error Message Present, No, No Error Message Present)
[ ] Exact Error Message (If Applicable)
[ ] Troubleshooting Steps Already Attempted (Restarted Application, Restarted Computer, Reinstalled Application, Checked System Requirements, Consulted Online Help)
[ ] Application Version Number
[ ] Operating System (Windows, MacOS, ChromeOS)

--- NETWORK CONNECTIVITY & INTERNET ACCESS ---
[ ] Connection Type (Wired (Ethernet), Wireless (Wi-Fi), VPN, Other)
[ ] SSID (Wi-Fi Network Name)
[ ] Signal Strength (if Wi-Fi)
[ ] Troubleshooting Steps Already Tried (Restarted Device, Restarted Router/Modem, Checked Cables, Flushed DNS, Other)
[ ] Description of Connection Issue
[ ] Error Message (if applicable) (No error message, DNS Server Not Responding, Connection Timed Out, Other)
[ ] Ping Test Result (ms)

--- LEARNING MANAGEMENT SYSTEM (LMS) SUPPORT ---
[ ] LMS Platform (Canvas, Blackboard, Moodle, Brightspace (D2L))
[ ] Student Description of Issue
[ ] Issue Category (Login Issues, Content Access, Assignment Submission, Grade Visibility, Communication/Announcements)
[ ] Course ID (if applicable)
[ ] Steps Already Tried by Student
[ ] Screenshot of Error (if applicable)
[ ] Error Message (If applicable) (Unable to login, Course not found, Assignment submission error, Cannot access content)

--- EMAIL & COLLABORATION TOOLS ---
[ ] Email Client in Use? (Microsoft Outlook, Gmail, Other)
[ ] Describe the email issue in detail.
[ ] Is the issue related to sending or receiving emails? (Sending, Receiving, Both)
[ ] Which collaboration tools are affected? (Microsoft Teams, Google Workspace (Drive, Docs, Meet), Slack, Zoom)
[ ] Attachment size (if applicable)
[ ] Date of last successful send/receive (if known)
[ ] Error Messages encountered (copy and paste)

--- SECURITY & PRIVACY ---
[ ] Data Sensitivity Level? (Low, Medium, High, Confidential)
[ ] Potential Privacy Risks Identified? (Phishing, Malware, Unauthorized Access, Data Breach, None)
[ ] Description of Potential Security/Privacy Concerns
[ ] Security Protocol Adherence? (Yes, No, Not Applicable)
[ ] Date of Last Security Awareness Training
[ ] Student Acknowledgment (brief summary)

--- RESOLUTION & DOCUMENTATION ---
[ ] Detailed Solution/Steps Taken
[ ] Resolution Category (Software Issue, Hardware Issue, Network Issue, Account Issue, Training Needed, Other)
[ ] Time Spent (Minutes)
[ ] Student Satisfaction Level (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Student Feedback/Comments
[ ] Resolution Date

--- ESCALATION & FOLLOW-UP ---
[ ] Escalation Tier Required? (Tier 1, Tier 2, Tier 3, Not Required)
[ ] Estimated Resolution Time (Hours)
[ ] Escalation Date
[ ] Escalation Time
[ ] Reason for Escalation
[ ] Assigned to Escalation Specialist? (Yes, No)
[ ] Escalation Specialist Name
[ ] Follow-up Date

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