Scalable Solutions

We create scalable solutions for your schools that allow you and your teams to spend more time with your scholars and less on technology.

Technical Support Services (TSS)

Phone: 216.583.5090
Email: ACCELSupport@FITtech.com
Standard Support Hours: 7:00am – 6:00pm EST Mon – Fri

Tech Reporting Process

• Call TSS at 216-583-5090.

• Your call will be routed immediately.

• If for some reason, you get voicemail or are on-hold, we encourage you to leave a message.  The technician will return your call as soon as possible.  When leaving a voicemail, include your name and location.

• Email sent to ACCELSupport@FITtech.com is an efficient way to report a non-critical issue or ask for assistance. Sending an email will auto-generate a service ticket.

• Any issue or need identified—either on the phone, via email or in person—goes into our ticketing system for tracking purposes. The system emails a service ticket so that you can monitor progress and the resolution on an issue.

• When technicians are onsite, they will check in with the administrators to see if any new issues require attention and address in priority order.

After-standard hours support is for emergency situations only. Call 216.583.5090 for assistance

Services Provided

Our goal is to resolve your issues and needs quickly and efficiently.

Helpdesk:  Technicians provide immediate support through the Helpdesk. You should call the Helpdesk for any critical issues.  The FIT team can then troubleshoot issues, create service tickets, or escalate requests.

Field Support: Technicians will be onsite at your location to resolve service tickets, inspect technology, and review open issues and resolutions.

Remote Support:  Technicians have the ability to use an application to “remote into” your computer or other device to resolve an issue without having to be onsite to provide a quick response to any issues.

New Hires

1. School is to send hiring packet to HR contact for review and approval.
2. Upon approval, new hire is to sign Personnel Action Form (PAF) and employment agreement.  Work may not begin until written agreement has been received.
3. Once written agreement has been received
a. School fills out New Hire IT Form and submits to FIT and SISTeam with cc: to HR.
b. HR contact enters information in HRIS and sends link to new hire to complete electronic onboarding.
c. New hire completes electronic onboarding.
d. School verifies I9 in HRIS within 3 days of first work day
4. Weekly HR report to IT will reflect new hire activity as documented in the HRIS

Terminating Employees

1. School fills out IT Termination Form and submits to FIT and SISTeam with cc: to HR contact.
2. School fills out PAF and submits to HR contact.
3. HR contact enters information in HRIS.
4. Weekly HR report to IT will reflect termination activity as documented in the HRIS

Employees with name changes

1. Employee completes Change of Personal Information form in HRIS.
2. School fills out IT Change Form and submits to FIT and SISTeam with cc: to HR contact.
3. School fills out PAF and submits to HR contact.
4. Weekly HR report to IT will reflect name change activity as documented in the HRIS

Employees with classroom assignment/role

1. School fills out IT Change Form and submits to FIT and SISTeam with cc: to HR contact.
2. School fills out PAF and submits to HR contact.
3. HR contact enters assignment information in HRIS.
4. Weekly HR report to IT will reflect change activity as documented in the HRIS.
Should you have any questions, please don’t hesitate to ask.