Case Study: Williamsburg-James City County Public Schools achieves organized, responsive IT support with Issuetrak

Help desk organized for Williamsburg – James City County Public Schools

Williamsburg-James City County Public Schools, serving 10,000 students across 15 schools, relied on a 21‑person IT team to support 1,800 staff. Because teachers and staff often contacted in‑school technicians directly or stopped them in the halls, there was no centralized tracking to prioritize, assign, ensure resolution of issues, or report on problem volumes and types.

The district implemented Issuetrak to create a centralized help desk with Active Directory integration and single sign‑on, allowing staff to report issues by phone, email or intranet. Issuetrak auto‑creates, tags and routes tickets, escalates overdue items, and lets staff reserve AV equipment; the system reduced repeat calls, ensured no ticket went unanswered, and produced monthly reports on ticket counts, resolution times and types to guide staffing and training decisions.

Williamsburg-James City County Public Schools

Cathy Honsinger

Help Desk Technology, Support Specialist