Browse by Category to Submit a Ticket
About Us
Information Technology supports technology-related opportunities in project work and the agency-at-large. As thought partners and technology experts, our mission is to make our colleagues happy and productive in their use of information technology, enabling WestEd to improve education.
- Compliance and Governance
- Emerging Technologies
- Applications and Data Systems
- Operations and Support
- Enterprise Business Systems
415.615.3264 | 877.937.8338
Hours of Operation:
Monday – Friday
6AM to 5PM PT
(excluding WestEd holidays)
Software & System Access
Select a service to start a request:
WestEd supported software, online services, and business tools.
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Box Folder Structure Request for Projects
For project leads only. Request a Box folder structure for your project. This is required for all contracts.
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Business System Support
Help with Business System Software tools that includes: Software management tools: Desktop Central/Self-Service Portal, Sophos, TeamViewer, WestEd Help/Team Dynamix; Departmental software suites: Cognos, UKG, CostPoint, Concur; Custom Salesforce applications: PAC, Esquire, SLI. For help with Inside WestEd and “All My Active Items” tools, please submit an Intranet Support ticket.
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Fax Request
Request access to an existing fax line or request a new, confidential fax line for your project.
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General Software Issues
Report service outages, document corruption, malfunctions, and other issues where the tool is not operating as expected. Get help with all WestEd supported, employee-facing software and online tools, including Email and Calendar, Zoom, Box, Smartsheet, Microsoft Office, Skedda, Survey Monkey, etc. For immediate assistance due to an emergency, such as a Zoom issue during a live session, an online service outage, or repeated application crashes while working on a proposal due within the next 48 hours, please call the Support Center directly at 415-615-3264 or 1-877-937-8338
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Intranet Support
Support for Inside WestEd, including the online applications found under All My Active Items.
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Okta SSO
Okta is WestEd’s identity and access management provider. It adds a second layer of security to your accounts. Verifying your identity using your phone or other mobile device prevents anyone but you from logging in.
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Software Request
Your request is important to us, and we want to ensure your order is processed in a timely manner. Delivery of your software may be delayed if: The software is not on the Standard Available Software list and has not yet been approved by the Data Protection Office (DPO) for your specific use; The identified approver does not respond to the request for approval; The cost codes provided are not applicable to you; Once all the required conditions are met, you will be notified that the purchasing and distribution process has begun, and that you can expect to receive delivery of your software within 5-7 business days from that notification.
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Tableau Access/Issues
Request access to WestEd Enterprise Tableau Server or request assistance with access issues.
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Virtual Desktop Interface (VDI) Request
Request Virtual Desktop Interface (VDI) license for temporary employees and for employees who need to be able to work on personal equipment while waiting for a replacement computer. Note: If requesting VDI for international travel, you must complete a Request for Use or Access to WestEd Systems while Traveling Internationally form.
Computer Hardware & Peripherals
Select a service to start a request:
Request new or replacement hardware and peripherals.
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Computer Request
Request laptop computers for new staff. All staff receive a standard build unless otherwise requested. All requests are subject to IT review and approval.
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Hardware Support
Questions about and training for using your WestEd issued computer and peripherals.
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Peripheral Request
Request peripherals for your WestEd computer, including large screen display, keyboard and mouse, USB-C multi-port adapter, and web cam. Non-technical items such as mouse pads, display stands, etc. may be purchased from Staples using your P-Card.
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Printing
Get help with connecting to office printers. If a copier or printer is jamming, streaking, has a full waste container, or performing below expectations, call or email RMC at [email protected] or 866-754-7677 to request service with the 7-digit ID number (letter B + 6-digit number) on the device. For printer supplies please see Ordering or recycling copier supplies.
Zoom Video, Chat, & Phone
Select a service to start a request:
Includes technical support for Zoom, including Zoom enabled conference rooms.
If you are having an issues during a live session, call the Support Center directly at 877-937-8338 or 415-615-3264.
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Conference Room Maintenance & Support
Report issues with meeting room conferencing equipment.
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Hybrid Event Support Request
Request consultation, planning, and/or day-of support for hybrid events.
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Web Conferencing
Support services for problems relating to application and hardware for Zoom webinars and meetings.
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Webinar and Large Meeting License Request
Request Zoom licenses for webinars and large meetings. If you need access to a Large Meeting or Webinar license, please provide the requested details below. We request at least 48 hours’ notice before your license is needed.
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Zoom License Request
This form is intended for use by managers who wish to have a full Zoom license applied to a temporary staff member. All regular staff are given full Zoom licenses. Temporary staff are given Basic licenses. Basic licenses only allow for hosting meetings with three or more people for up to 40 minutes.
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Zoom Live Translation License Request
Request a Zoom Translated Captions license.
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Zoom Meetings & Webinars
Technical support for Zoom, including account settings, meeting preparation, and reporting issues after your event. If you are having an issues during a live session, call the Support Center directly at 877-937-8338 or 415-615-3264.
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Zoom SMS Texting Request
Due to a change in requirements from US and Canadian wireless carriers, Zoom has changed how it handles SMS text messages from enterprise accounts. This change is being made to help combat the proliferation of spam and phishing SMS text messages assaulting everyone’s phones. This means that SMS text messages cannot be sent from your Zoom Phone number after March 31, 2023 unless you make a service request via WestEd Help. Staff who need to use SMS texting for their work will be added to a “campaign” that will need to be renewed on a regular basis.
Information Security
Select a service to start a request:
Secure data access, confidential computing, and reporting of a security incident.
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Confidential Computing Environment (CCE)
Request to create access to Confidential Computing Environment account.
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DSP, DMP, or Data Sharing Agreement Assistance
Use this form to request help from the Data Protection Office, including help with understanding data security issues or requirements with proposals, contracts, data security plans (DSP), data sharing agreements (DSA/MOU), data management plans (DMP), and the security awareness program (trainings). For data security incidents (i.e. suspected data breaches), please see the Security Event – Theft/Virus/Breach form.
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General Info Security Request
Request assistance for anything that can’t be located in the Info Security service catalog. Please provide as much detail as possible so that we may assess and resolve your request promptly.
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Secure Computing Environment (SCE) Data Deletion
Request to delete data out of the Secure Computing Environment (SCE).
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Secure Computing Environment (SCE) Data Transfer
Request to transfer data into or out of the Secure Computing Environment.
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Secure Computing Setup (SCE)
Request access to the secure computing environment (SCE), which allows you to connect to a fully secure remote computer to perform analysis on highly sensitive data.
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Security Event – Theft/Virus/Breach
Report stolen or lost computer equipment, suspected virus infestation, successful phishing attack, password theft, or other data security breach.
General IT Requests & Training
Select a service to start a request:
Training for select supported software and online systems and Submission form to collect general information about requests that can’t be located in the service catalog. Please provide as much detail as possible so that we may assess and resolve your request.
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General IT Requests
Submission form to collect general information about the request that can’t be located in the service catalog, please provide as much detail as possible so that we may assess and resolve your request.
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IT Training
IT provides on-demand training for the following software and services: Box, Email and Calendar, Inside WestEd Site Management, Mailchimp, Media and Presentations, Microsoft Office, Skedda, Smartsheet, Survey Monkey, Zoom. For other services, such as Adaptive, Cognos, PAC, and Concur, please see the Departmental Training form on Inside WestEd.
Technology Projects
Select a service to start a request:
Technical consulting and custom web application support.
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Technical Consulting
Service to intake all incoming project requests to the IT Department. Requests include (but not limited to) websites, web applications, domain names, hosting, data management, digital learning, etc. To learn more about who should submit these requests, what constitutes a project, and what the process entails review the Requesting Technical Consulting from IT Inside WestEd page.
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Website Support under a Service Level Agreement (SLA)
Request support for your custom web application, website, or anything covered by your Service Level Agreement.
If this is an emergency (e.g. your site is not responding) and it is outside of business hours, call the IT Support Center at 877-937-8338.