Are you trying to support an entire school district full of computers with just a few hardware technicians? Do you have a non-technical person answering the phone? Are the teachers getting upset because of the length of time it takes to resolve their issues? Unfortunately, I had to answer yes to all three questions. Our school district includes 3,000 computers distributed among 14 physical locations. We averaged 375 calls per month and had a support staff of only five technicians. Teachers and other school-level staff expressed their unhappiness to whomever would listen, and my staff was starting to show signs of burnout.