Dear colleagues,

As we embark on a school year unlike any other, the DOE Help Desk is receiving an enormous volume of calls. This is increasing wait times (an hour or more) and delaying service. Therefore, we need your help. To ensure you, and the schools and families you help, get support quickly you can do the following:

1. Submit a ticket online.

All technical support requests can be made at the following locations:

·         Support for staff

·         Support for families

Calling the Help Desk does not guarantee that you will receive faster service. Please encourage all your staff or colleagues, as well as students and families to submit a ticket online before calling the Help Desk.

2. Reset passwords online.

Most calls made by staff are about DOE password resets. All DOE staff can reset their passwords in minutes online at the DOE Identity Management Portal. Even if you forgot your current password, or it expired, you can sign in by answering security questions or verifying personal information.

3. Get iPad request status information from the Remote Learning Device (RLD) Report.

As a reminder, schools are now responsible for device management, and schools should use the RLD Report to help families with their iPad request status.The DOE Service Desk does not keep information about the status of individual iPad requests.

4. Visit the following DOE web pages for up-to-date guidance and information:

·         iPads and Devices

·         iPad Requests

·         Technology at the DOE

·         Employee Passwords

·         DOE Student Accounts

Thank you in advance for your support with this. Reducing calls to the Help Desk will help DIIT provide you and our DOE families with faster, more efficient support. Please let me know if you have any questions.

Best,

Anuraag Sharma, CIO
Division of Instructional and Information Technology
NYC Department of Education