Tech Support Resources: Getting Help When You Need It
At MVHS, we understand that technology issues can be frustrating and time-consuming. That's why we've built comprehensive support systems to help you get back to learning as quickly as possible.
Primary Support Channels
Tech Support Hotline
- Phone: (650) 940-4600 (press 3 for tech support)
- Hours: Monday-Friday, 7:30 AM - 4:00 PM
- Response Time: Immediate for urgent issues
Help Desk Location
- Physical Location: Room 123, Main Building
- Walk-in Hours: Monday-Friday, 8:00 AM - 3:30 PM
- No appointment needed
Online Resources
Knowledge Base
Our comprehensive online knowledge base covers:- Step-by-step troubleshooting guides
- Software installation tutorials
- Password reset procedures
- Device setup instructions
Tech Support Portal
- URL: tech.mvhs.com/support
- Features: Ticket submission, status tracking, knowledge base access
- Available: 24/7 for self-service
Specialized Support
Canvas LMS Support
Dedicated support for our learning management system:- Course navigation assistance
- Assignment submission help
- Grade book questions
Device-Specific Support
- Chromebook troubleshooting
- iPad and tablet support
- Student laptop assistance
- Printer and peripheral setup
Emergency Support
After-Hours Emergency
For critical technology issues outside normal hours:- Call campus security at (650) 940-4600
- State the nature of the emergency
- Tech staff will be dispatched as available
Preventive Resources
Technology Training
Regular workshops and tutorials covering:- Basic computer skills
- Software proficiency
- Cybersecurity awareness
- New tool introductions
Self-Help Guides
Downloadable guides for common tasks:- Wi-Fi connection setup
- Email configuration
- File backup procedures
- Software updates
Support for Different User Groups
Students
- Priority response for class-related tech issues
- Extended hours during exam periods
- Mobile device support
Parents
- Dedicated parent support line
- Online portal access
- Family tech education resources
Faculty and Staff
- Priority ticket routing
- On-site technical assistance
- Professional development support
Quality Assurance
Support Metrics
We track and improve our services through:- Response time monitoring
- Customer satisfaction surveys
- Issue resolution tracking
- Continuous improvement initiatives
Getting the Most from Tech Support
Before Contacting Support
- Restart your device - This resolves 70% of issues
- Check connections - Ensure cables and Wi-Fi are secure
- Clear cache/cookies - For web-related problems
- Note error messages - Specific details help us help you
When Contacting Support
- Be specific: Describe exactly what you're experiencing
- Provide details: Include device type, operating system, and software version
- Note timing: When did the issue start? What were you doing?
- Share solutions tried: Let us know what you've already attempted
Feedback and Improvement
Your feedback helps us improve our services. Please share your experiences through:
- Post-service surveys
- Suggestion box in the tech portal
- Direct feedback to the Tech Support Manager
Technology Lending Program
For extended issues, we offer:
- Loaner Chromebooks and laptops
- Temporary device replacement
- Extended loan periods for repairs
Staying Informed
Communication Channels
- Tech Alerts: Email notifications for system outages or changes
- Newsletter: Monthly tech tips and updates
- Social Media: Quick updates and tips (@MVHSTech)
- Digital Signage: Tech notices in common areas
Our Commitment
The MVHS Tech Support team is committed to providing reliable, efficient, and friendly service. We understand that technology issues can be stressful, and we're here to minimize disruptions to your learning experience.
Remember: No tech issue is too small. Whether it's a minor glitch or a major system failure, we're here to help you succeed.
Contact Information:
- Email: techsupport@mvhs.com
- Phone: (650) 940-4600 ext. 3
- Portal: tech.mvhs.com/support