Case Study: Washington County Public Schools achieves streamlined IT support and faster response times with GroupLink HelpDesk

Washington County Public Schools - Customer Case Study

Washington County Public Schools (WCPS) manages technology for 46 K–12 schools serving more than 22,000 students and 2,500 employees. The IT department was hampered by a paper‑based incident system and an inadequate help desk tool that caused slow responses, poor technician–user communication, and tedious, time‑consuming reporting. To address these challenges, WCPS moved away from the paper system and adopted HelpDesk® by GroupLink.

GroupLink implemented its 100% web‑based HelpDesk®, giving technicians access from any internet‑enabled device, online ticket submission, email integration, a knowledgebase, asset tracking, and scheduled automated reports. As a result, technicians spend less time on paperwork and report generation, end users can track ticket status (reducing repeat inquiries), and the IT team has cut the volume of phone calls while improving response and reporting capabilities — delivering faster, more transparent support across all 46 schools. GroupLink’s solution enabled these operational improvements and measurable time savings.

Washington County Public Schools

Angie von Gersdorff

System Support Specialist