Technology Information
Technology Assistance
If a student has an issue with a NCSD issued device (cracked screen, lost key, camera not functioning, device not holding a charge, etc.) or the device is not functioning properly, please have a parent or guardian contact the Oakland Schools Service Desk ASAP. 9-12 students may contact the Service Desk on their own.
NCSD insured devices and non-insured (insurance enrollment closed 9/21) have access to the Oakland Schools Service Desk.
How to Submit a Service Desk Ticket
technician cannot solve the issue they will send the ticket to a field service technician.
Method One: On the Website
● From any web browser log in to the Service Desk system using this link: https://servicedesk.oakland.k12.mi.us/secure/Dashboard.jspa
○ The page will load to Oakland Schools service desk
● On the right-hand side of the screen it will ask for a username and password
○ Username will be your school email address
○ Password is same as your generic login
■ Select remember me for easy login
■ Save as a favorite on the web browser
○ Enter your phone number
○ Choose priority (Low, Medium, High, Urgent)
○ Summary of what is happening
○ Enter a description of your issue
■ Provide what type of device is having an issue (Laptop, PC, iPad, Projector, Mouse, Keyboard, Smart
Board, etc.)
○ Enter room number
○ Provide any additional details
● Hit Create at bottom of screen to submit
Method Two: Chat Session
● Start a Chat Session by accessing the Service Desk Request page: https://servicedesk.oakland.k12.mi.us/secure/Dashboard.jspa.
Once on the page, a link to start a chat will appear in the lower right corner of the screen during normal
Method Three: Email the Service Desk
● Send an email message to servicedesk@oakland.k12.mi.us detailing the issue you are having.
Please include what equipment you are using and any troubleshooting steps you may have already tried.
● Call the Service Desk at 248-209-2060 to speak to a service desk technician
Monday - Friday from 7:00am to 6:00pm
Technology Help Topics
- FCC's Emergency Broadband Benefit
- Student passwords
- Families Needing A Hotspot
- Internet Connectivity Assistance for Families
- Home Internet Basics
- How to Clean A Device
- Resources For Families
- Oakland Schools Service Desk
FCC's Emergency Broadband Benefit
The Emergency Broadband Benefit will provide a discount of up to $50 per month towards broadband service for eligible households and up to $75 per month for households on qualifying Tribal lands. Eligible households can also receive a one-time discount of up to $100 to purchase a laptop, desktop computer, or tablet from participating providers if they contribute more than $10 and less than $50 toward the purchase price.
The Emergency Broadband Benefit is limited to one monthly service discount and one device discount per household.
For more information visit the FCC.gov website.
Internet Connectivity Assistance For Families
Student passwords
All students in grades K-12 are strongly encouraged to test logging into their NCSD account before the start of school by going to https://accounts.google.com and entering their username and password.
Starting September 7, 2021, all K-6 students needing to know their password should consult their teacher.
All students in grades 7-12 enrolled in the Oakland Schools Self-Service Password Reset (https://password.oakland.k12.
students are not enrolled in the Self-Service Password Reset Portal, they can see their media center staff for assistance in resetting their password.
7-12 Novi Virtual School students can complete the Novi Request to Reset Student Password Google Form.
There will be a password station at the 1:1 device distribution if assistance is needed.
Families Needing A Hotspot
Internet Connectivity Assistance for Families
Home Internet Basics
2.4 GHz vs. 5 GHz
Reboot your Chromebook, PC, or Mac
Similar to the on-campus computers, it is important that you restart them at least once a week.
If you are on a Chromebook:
On the lower right, click the clock, and at the top of that pop-up menu, you can click the power button. It is recommended you formally turn your Chromebook off once a week. A lot of people close the lid then open it the next day thinking it fully turned off, and that is not true.
If you are on a PC (Windows 10):
If you are on a Mac:
How to Check Wi-Fi Connection
If you are on a Chromebook:
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At the bottom right, select the Wi-Fi network icon.
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Note: If you see your Wi-Fi network name and signal strength, your Chromebook is already connected to Wi-Fi.
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Turn on Wi-Fi.
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Your Chromebook will automatically look for available networks and show them to you in a list.
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Select the network you would like to connect to. You may be asked to type the password associated with that network.
If you are on a PC (Windows 10):
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On the lower left of the screen, click the Windows button to access the Start Menu.
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Type in the search box “network and sharing center.” Select the relevant result.
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A Status screen will appear.
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From this screen you will be able to:
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View what network you are connected to
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Show other available networks
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Troubleshoot potential problems
If you are on a Mac:
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Note: Check the option to "Show Wi-Fi status in the menu bar."
How to Reboot Wi-Fi, Router, Access Point, Gateway
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If you have an internal battery backup, remove it.
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DSL service, also unplug your telephone cord from your modem or gateway.
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Wait 1 minute.
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Put the internal battery back in, if applicable.
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Plug the power cord back in. If you have DSL service, reconnect the telephone cord too.
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Wait up to 10 minutes for the gateway or modem to reboot and your Broadband light is solid green.
Still Having a Problem:
Reach out to your internet provider (Charter, Xfinity/Comcast, AT&T, etc.)
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See if you’ve reached your monthly data cap
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Many providers will throttle speed once an account has reached its monthly data limit.
(Throttling speed, or Bandwidth throttling, is when an internet service provider (ISP) intentionally slows down or speeds up the internet service.)
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Request provider to run tests on their end
Keep all devices up to date
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Most products now regularly send out updates for their equipment and software. Checking that equipment for upgrades could significantly increase performance.
Check your high-speed Internet connection
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Not all broadband connections are the same. To start, you’ll want to see how fast your existing connection is.
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Some tools: Geek Squad’s SpeedTest, SpeedTest or DSL Reports.
Use security best practices for network settings:
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Keeping others off your network will increase the network resources available to you. A secure password that cannot be easily guessed is an effective means to do this.
Upgrade your router:
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If you have an older router, it may not be able to handle the number of connected devices added, or the load being placed on it.
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Check with your internet provider first. They can usually run tests to see if your equipment is outdated.
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Your internet provider can recommend some models that will perform best with their service
Operating System (OS) Updates:
Chromebook OS Update:
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At the bottom right, select the time.
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Select Settings.
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At the bottom of the left panel, select “About Chrome OS.”
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Under "Google Chrome OS," you'll find which version of the Chrome operating system your Chromebook is using.
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Select “Check for Updates.” If your Chromebook finds a software update, it will start to download automatically.
Windows OS Update:
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On the lower left of the screen, click the Windows button to access the Start Menu.
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Go to Settings (gear icon).
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Select the Update and Security icon.
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Choose Windows Update tab in the sidebar (Circular arrows)
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Select “Check for Updates.” If there is an available update, it will begin downloading automatically.
Mac OS Update:
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Click the Apple logo on the upper left of your screen, choose System Preferences.
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Select “Software Update” to check for updates. If any updates are available, click the “Update Now” button to install them.
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When Software Update says that your Mac is up to date, the installed version of macOS and all of its apps are also up to date.
How to Clean A Device
Here is helpful documentation on cleaning a device: How to Clean a Device.
Resources For Families
Oakland Schools Service Desk
The Oakland Schools Service Desk will resume regular business hours beginning September 7, 2021, from 7 a.m. to 6 p.m.
Please be aware, the Service Desk will only be providing remote phone support from 5 p.m. to 6 p.m. and there will be no Oakland Schools Service Desk technician onsite during that time.
Please see the information above under “Passwords”.
Thank you again to our community for supporting the 2019 bond, which is making our 1:1 program feasible.
Implementing the 1:1 Device Program
- Distribution
- Device Distribution Schedule
- Student Expectations
- Internet Access and Individualized Technology Needs
- Optional Insurance
Distribution
The Novi Community School District will continue with its 1:1 device program (one device for every student) for all K-12 students for the 2022-23 academic year. Students in grades K-1 will be loaned an iPad and students in grades 2-12 will be loaned a Chromebook.
Families are not required to take a District device but it is strongly recommended. If a family opts out, it is strongly encouraged that the student has a laptop, Chromebook, or iPad that can connect to the internet and digital tools (e.g. Google, Seesaw, Schoology, and video conference tools). Students will be expected to bring their device fully charged to school, along with the charger each day.
State testing (MStep, WIDA, MiAccess, etc.) can only be taken on an NCSD device. Even if a student does not check out a District device, one will be provided during the state testing window.
If an incoming 2nd-grade student still has an iPad from the 2021-22 year, the device and the charger must be returned before being issued a Chromebook for 2nd grade. Feel free to return the iPad when you come to pick up your 1:1 device.
- iPads will be distributed to NCSD Kindergarten students
- Chromebooks will be distributed to 2nd Grade students
- Students that did not turn in NCSD 1st grade iPad, will not be able to check out a Chromebook for 2nd grade
- New students joining the District by 8/14/22 can attend distribution (see Device Distribution Schedule below)
Device Distribution Schedule
Parents/Guardians and high school students are permitted to pick up the student device but they must have a completed and signed Student Computer Use Acknowledgement Form, along with a photo ID.
If a family is unable to make the dedicated pick-up time, please create an Oakland Schools Service Desk ticket at 248.209.2060 and the Novi Technology Department will contact you.
Unfortunately, if a family is unable to come during the scheduled distribution dates above, NCSD cannot guarantee the student will receive a device before the start of the school year.
Student Expectations
Student Expectations:
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Use the device to support and participate in Novi Community School District learning opportunities
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Bring the fully-charged device and its charger to and from school every day
Use and maintain the device in accordance with district's acceptable use agreement.
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Report any problems with the device to the necessary staff or the Oakland Schools Service Desk (248.209.2060) as soon as possible
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Devices will contain district-approved software and filtering tools; students should not tamper with, remove, or install any software
Internet Access and Individualized Technology Needs
Optional Insurance
Families are responsible for any damage to an NCSD device. To help alleviate any potential repair costs, NCSD is offering optional insurance to families to enroll the device in. The information for enrolling the device in this optional insurance program will be provided when families check out the NCSD device.
Each academic year, families will have to enroll in optional accidental insurance.
Devices that are enrolled in the optional insurance program will also have access to loaner devices (if available) while the original device is being repaired. Families that opt out of the insurance program will be responsible for the full cost to repair or replace the device, and a loaner device will not be provided.
Students who require specific technology related to an Individualized Educational Plan (IEP) will be contacted through the Special Education Department to discuss arrangements.
