# Staff Technology Handbook
# IT Support Guide
### College IT Department
The College IT Department is located in D Wing (near the main staffroom) and is responsible for maintaining the College’s technical infrastructure, including hardware, software, and staff and student devices.
For any IT-related issues, please email [**it@wrc.vic.edu.au**](mailto:it@wrc.vic.edu.au) or log in to the ticketing system, **Zammad**, at [https://support.wrc.vic.edu.au](https://support.wrc.vic.edu.au) using your **@education** account.
Within Zammad, you can:
- View all your open and closed tickets
- Track updates to your current tickets
- Add your own updates or additional information
Emailing [**it@wrc.vic.edu.au**](mailto:it@wrc.vic.edu.au)
will automatically creates a ticket in our system. Once your ticket is received, it will be prioritized according to its urgency.
⚠️ **Important:** If you have an *Immediate / Critical* issue, please always email IT first before calling **5623 9913**. This ensures your ticket is logged and updated accurately when the IT team returns to the office.
---
## IT Incident Priorities
| Incident Type | Examples | IT Action |
|----------------------|----------|------------|
| **Immediate / Critical** | Classroom or office disruptions:
- TV/Projector failure
- CRT laptop failure
- Network outage (Internet)
- College service disruption | IT will respond immediately. Action may include troubleshooting, equipment replacement, or providing an estimated resolution time. |
| **High / Urgent** | Essential services impacting workflow:
- Email not working
- Printing failure
- Key devices malfunctioning | IT will respond within 2 hours with a fix, equipment replacement, or estimated resolution time. |
| **Medium / Standard** | Standard, non-critical student or staff IT issues:
- Software problems
- Account access / password resets
- Minor hardware issues
- Classroom scheduling or booking issues | IT will respond within 24 hours with a fix, equipment replacement, or estimated resolution time. |
| **Low / Advisory** | General IT inquiries or requests:
- Guidance or training requests
- Suggestions for improvements
- Non-urgent information requests | IT will respond within 48 hours, providing assistance or guidance as needed. |
---
## IT Support for Students (Class Time Policy)
Students should visit the IT Office outside of class time, unless the issue is classified as **Immediate / Critical** (see Priorities above).
If a student needs to attend the IT Office during class time, they must have an **exit pass**. Students without a pass will be asked to return to class.
---
## Presentation & Equipment Setup
The IT team is available to assist with the setup of technical equipment for presentations and other events.
⚠️ **Notice:** Please provide a minimum of 3 days’ notice. Additional notice is appreciated whenever possible.
All setup requests should be submitted via email to [**it@wrc.vic.edu.au**](mailto:it@wrc.vic.edu.au).
---
## IT Resources & Knowledge Base
For information relating to school hardware, software, setup instructions, and other IT help, please visit the College IT Knowledge Base:
[https://kb.wrc.vic.edu.au](https://kb.wrc.vic.edu.au)
---
## IT Office & Contact Information
**IT Office Team:**
- Dean Radford – IT Manager / Systems Administrator
- Matthew Krins – IT Specialist Technician (DET provided)
**Office Hours:**
Monday to Friday, 8:30 am – 4:30 pm
**How to Contact IT / Log a Job:**
- 📧 Email: it@wrc.vic.edu.au
- 🖥️ Submit a Ticket: [WRC Support Portal](https://support.wrc.vic.edu.au)
- 📚 Knowledge Base (KB): [kb.wrc.vic.edu.au](https://kb.wrc.vic.edu.au) – Find helpful guides, instructions, and FAQs
- 📞 Phone: 9913
---
## Services Managed by IT
- **Staff** should log in with their @education accounts
- **Students** should log in with their @schools accounts
- Limited support is available for external services (e.g., CareerTools, PAT testing)
**Core Services:**
- Compass
- Canvas
- AccessIT (Library system)
- Papercut (printing)
- Zammad (IT helpdesk)
- Microsoft 365 (Office)
- Microsoft Intune (device management)
- WebEx equipment
- Network & Wi-Fi
- Phones
- Security Cameras
- Staff Laptops
- SnipeIT (asset management)
- Bookstack (knowledge base)
---
## Computer Access
### Department-Allocated Notebooks
Teachers, Education Support (ES) staff, and Principal Class employees are provided with notebooks by the Department of Education (DoE) at no cost.
- No application process – schools are allocated notebooks for eligible staff
- Notebooks remain the property of the DoE or the College; assigned for school-related and limited personal use
- Centrally provisioned notebooks include insurance coverage with no excess for approved claims
### Important Information
- All equipment is property of DoE or the College and must **not contain personal information**
- Equipment must be returned to the IT Office when on **extended leave (>6 weeks)** or upon leaving the College
### Personal Devices
- Staff may connect personal laptops or devices to the College Wi-Fi network
### Temporary Loan Devices
- IT can provide a temporary loan laptop until a Department-provided notebook arrives
---
## Usernames and Passwords
Your **DE password is private** and must **not be shared**.
- Use strong passwords with a mix of letters, numbers, and symbols
- Do not let students see you type your password
- IT may need your password to troubleshoot/configure your laptop **with your knowledge and consent**
- If compromised, contact IT immediately
### Available Services
1. **College Network & Systems**
- Compass / Canvas
- Internet access
- College laptops (NSSP)
- Microsoft 365 (Office)
- WebEx
- Adobe
2. **DET Services**
- eduMail (Email)
- EduPay / EduSafe Plus / eLearns
### Password Management
- DET and College passwords must be changed regularly
- DET sends an email 14 days before expiry; reminders continue daily until changed
- Contact IT for help if locked out
---
## Laptop Local Administrator Rights
- All staff and students are **local administrators** on their laptops, allowing:
- Software installation
- Printer addition
- Connection to other networks
**Important:**
- Laptops use **built-in Windows security features** (Windows Defender / Security)
- Exercise caution with software installations or websites to prevent issues
---
## Connecting to the Wireless Network
- IT technicians assist with connecting devices to the College Wi-Fi
- **College (NSSP) laptops** connect using a **security certificate**
- Personal devices, phones, and tablets can also be connected
---
## Online Services
### Compass Student Management System
- Online Student Management System used for:
- Roll marking
- Accessing timetables
- Tracking student performance
**Access:**
- Staff, students, and parents can log in via the web: [https://wrc-vic.compass.education](https://wrc-vic.compass.education)
- Staff access uses **DE SSO**; **2FA required**
**Additional Information:**
- Compass has a **menu bar across the top**
- Team leaders provide training
### Canvas Learning Management System
- Online LMS used for:
- Hosting course materials
- Assignment submission and grading
- Student communication
- Online/blended learning
**Access:**
- Staff and students access via **DE SSO**; staff require **2FA**
**Additional Information:**
- Dashboard provides quick access to courses and notifications
- Team leaders or Learning Technologies Coordinator provide training
### Staff and Student Dashboards
- **[Staff Dashboard](https://staffdb.wrc.vic.edu.au)** – Provides access to many essential links, including Compass, Canvas, ClickView, and more.
- When logging into Compass from the dashboard, **click the orange button** to access your account.
- **[Student Dashboard](https://studentdb.wrc.vic.edu.au)** – Provides students with quick access to key learning platforms and resources, including Compass and Canvas.
---
## Printer Setup
- All staff are automatically connected to College printers
- Contact IT for assistance with printing issues
---
## Backing Up Your Files
- All files created on College laptops for teaching are **DET Intellectual Property**
- Back up files using **OneDrive**, including **Documents, Desktop, Pictures**, and other known folders
- Ensure OneDrive is syncing correctly to avoid data loss
---
## Using Projectors, TVs, and AV Equipment in Classrooms
- Most classrooms have televisions and data projectors
- Connect laptops via **wireless display** or **HDMI cable**
**Standard Classroom Setup:**
1. AirServer – named by building and room
2. j5create – named as `J5-[building]-[room]`
3. HDMI – if wireless fails
**Science Rooms:**
1. j5create – named as `J5-[building]-[room]`
2. HDMI – if wireless fails
- Contact IT for assistance
---
## Video Conferencing
- College uses **WebEx**; all staff have it installed on laptops
**Available Systems:**
- Conference Room System – installed in the Conference Room near Reception
- Portable System – available for loan via the Library
**Booking:**
- Book the Conference Room in D-Wing via Compass
- Contact Administration Office for booking assistance
**Uses:**
- Lessons and PD
- Meetings
- Specialist teaching with other schools via Trade Training Alliance
---
## Curriculum and Professional Learning Resources
- **[Arc](https://arc.educationapps.vic.gov.au/home)** – The Department’s digital platform providing Victorian teachers with access to curriculum-aligned resources, professional learning opportunities, student events, and software.
- **[Victorian Curriculum F–10](https://f10.vcaa.vic.edu.au/)** – Outlines the knowledge and skills every student should learn during their first 11 years of schooling to become lifelong learners, confident individuals, and active, informed citizens. Includes:
- **[Digital Technologies curriculum](https://f10.vcaa.vic.edu.au/learning-areas/technologies/digital-technologies/introduction)**
- **[Digital Literacy foundational skill](https://f10.vcaa.vic.edu.au/foundational-skills/digital-literacy)**
- **[Victorian Academy of Teaching and Leadership (VITAL)](https://www.academy.vic.gov.au/)** – Offers professional learning opportunities for Victorian teachers and school leaders.
- **[Digital Technologies Hub](https://www.digitaltechnologieshub.edu.au/)** – Australian Government Department of Education platform providing teaching and learning resources for Digital Technologies.