Education Student Technology Support Checklist

Initial Request & Triage

1 of 10

Verify request details, categorize, and prioritize the student's technical support request.

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

2 of 10

Confirm student identity and grant/restore access to necessary accounts and systems.

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

Hardware Troubleshooting (Device)

3 of 10

Step-by-step troubleshooting for common hardware issues (laptops, tablets, printers).

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)

4 of 10

Address software errors, installation issues, and functionality problems.

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

5 of 10

Diagnose and resolve network and internet access problems.

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

6 of 10

Assist with issues related to accessing and utilizing the LMS (e.g., Canvas, Blackboard).

LMS Platform

Canvas

Blackboard

Moodle

Brightspace (D2L)

Student Description of Issue

Issue Category

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

7 of 10

Address email and collaboration tool issues (e.g., Microsoft Teams, Google Workspace).

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

8 of 10

Ensure adherence to security protocols and address student privacy concerns.

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

Not Applicable

Date of Last Security Awareness Training

Student Acknowledgment (brief summary)

Resolution & Documentation

9 of 10

Document the solution, confirm the student's satisfaction, and close the ticket.

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

10 of 10

Determine when to escalate to a higher support tier and track resolution progress.

Initial Request & Triage

Student Description of Issue

Issue Category

Priority Level

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

Verification Code (if applicable)

Date of Verification

Time of Verification

Account Reset Required?

Hardware Troubleshooting (Device)

Device Type

Operating System

RAM (GB)

Storage Space Used (GB)

Visual Inspection

Power Status

Detailed Description of Issue

Software Troubleshooting (Application)

Application Name

Detailed Description of the Problem

Error Message (If Applicable)

Exact Error Message (If Applicable)

Troubleshooting Steps Already Attempted

Application Version Number

Operating System

Network Connectivity & Internet Access

Connection Type

SSID (Wi-Fi Network Name)

Signal Strength (if Wi-Fi)

Troubleshooting Steps Already Tried

Description of Connection Issue

Error Message (if applicable)

Ping Test Result (ms)

Learning Management System (LMS) Support

LMS Platform

Student Description of Issue

Issue Category

Course ID (if applicable)

Steps Already Tried by Student

Screenshot of Error (if applicable)

Error Message (If applicable)

Email & Collaboration Tools

Email Client in Use?

Describe the email issue in detail.

Is the issue related to sending or receiving emails?

Which collaboration tools are affected?

Attachment size (if applicable)

Date of last successful send/receive (if known)

Error Messages encountered (copy and paste)

Security & Privacy

Data Sensitivity Level?

Potential Privacy Risks Identified?

Description of Potential Security/Privacy Concerns

Security Protocol Adherence?

Date of Last Security Awareness Training

Student Acknowledgment (brief summary)

Resolution & Documentation

Detailed Solution/Steps Taken

Resolution Category

Time Spent (Minutes)

Student Satisfaction Level

Student Feedback/Comments

Resolution Date

Escalation & Follow-up

Escalation Tier Required?

Estimated Resolution Time (Hours)

Escalation Date

Escalation Time

Reason for Escalation

Assigned to Escalation Specialist?

Escalation Specialist Name

Follow-up Date

Support Management Solution Screen Recording