Your role on the tech line, phone support flow, escalation paths, and ground rules for professional service.
Start HereA decision tree for handling common support requests — password issues, hardware, software, network, AV.
ReferenceEvery IT acronym you'll hear at SPS and beyond — deep reference with explanations for each term.
GlossaryPhone scripts, how to write a good ticket, professional language, and when to escalate.
Soft SkillsQuick fixes for the problems you'll see most — login, hardware, network, AV, printing, and pro tips.
Quick RefChat, meetings, calls, channels, file sharing. How SPS uses Teams and common troubleshooting.
Microsoft 365Document libraries, intranet sites, permissions, version history. The backbone of SPS file management.
Microsoft 365Personal cloud storage, file sync, sharing, and backup. How it differs from SharePoint.
Microsoft 365The full Microsoft 365 ecosystem — Word, Excel, Outlook, PowerPoint, and how they work together at SPS.
Microsoft 365These guides were built for the Technology Support team at Seattle Public Schools. They're designed to be a quick-reference desk for agents supporting staff and students across the district.