ORCA and SYS Education are here to assist you with many of your technical support needs! Wondering the best way to get in touch with support staff, or to find answers to your technical questions? Luckily there are many ways to reach out!
What questions can tech support assist me with?
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What questions can tech support assist me with?
With so many different support centers at the ready to help you, it can be confusing to figure out if you are reaching out to the right people. Last thing we want is for you waiting on an answer to a question that we may not be best to answer! Here are some quick guidelines to what is tech support:
Topics we can definitely help with!
- Helping to diagnose hardware issues on supplied hardware
- Helping to get supplied hardware to work as intended
- Assisting you when Canvas/Google apps do not work as expected
- Assisting and teaching certain tools of canvas/Google apps
Topics that we will be unable to assist you with properly
- Administrative/enrollment Information about ORCA or student(s)
- Help completing actual schoolwork assignments outside of technical issues
- Help in changing grades/teachers opinions
- Purchasing suggestions for your own hardware/software
Ways we can support: Help articles, email ticket, chat, phone
We offer a large quantity of resources to assist you with technical support.
- There are numerous guide articles in the Help Center that contain the answers to lots of common issues. Your question may already be answered here and you will not even have to contact us! Whether you are having issues taking pictures on your Chromebook or need help managing notifications in gmail, we provide a lot of information for you to take advantage of.
- Running across Guide articles that are not giving you the answer that you need, or just want to talk to us directly? You can reach us for tech support over email helpdesk@syseducation.org or chat during business hours!
Using the ORCA Help Center
The ORCA Help Center is a great resource to see all of the possible questions and answers already posted for Canvas or google questions for ORCA parents/students/staff.
- The front page when you open the help center has "sections" broken down by certain categories of help needed. Examples are Canvas, Google, Chromebook, and more.
- Click into any of these categories to find articles and answers for questions. These are often broken down into "Issues" and "How-to". An issue may be "my camera does not work as I intended on Chromebook". A how-to could be "How do I record myself for an assignment".
- If you ever have trouble getting to the help center: https://oregoncharter.zendesk.com/hc/en-us
Using the Help Widget
The Help widget is a great tool to help you find help right in Canvas. You can use the widget to search for guide articles or contact tech support.
- When you are on any Canvas page for a few seconds, a tech support icon pops-up from the bottom right of the page. Click on this to open the Help widget.
- Here, you can type in a question to search for relevant guide articles, or, you can select "Talk to a human" to start a chat with tech support. Once you enter your name and email, you will be added to the queue to talk with a tech support agent.
- If you need to leave before you are connected with an agent, you can always write a message with the issue you are encountering and we will get back to you by email.
Emailing the Help Desk
You can email the help desk at any time with technical support questions. You can reach out by emailing us directly at helpdesk@syseducation.org. We will get back to you as soon as we are able. It's best to send a detailed message and relevant links to save on emailing back and forth. Please see How to copy and paste your Canvas course/assignment URL.
Calling the Help Desk
You can also call us and leave a voicemail to request technical support. This is a great option for those without online connectivity. Feel free to call the SYS Help Desk at (503) 479-4719. Please leave a voicemail with your issue and email, we will return your call as soon as possible. Please note that we will defer to email for handling issues regarding personally identifiable information about students for increased security.