Information Technology Support Center
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IT Support Center Instructions and Procedures
The goal of this document is to establish service expectations and inform Durham Public Schools users of the method by which IT Support Center requests will be prioritized and what resolution times can be expected. The IT Support Center is the first and single point of contact for technology support for all DPS students, faculty, and staff. The IT Support Center provides technology assistance through a telephone Support Center, responds to emails and Web based queries, and provides service points for all instructional, operational, and business units.
Role of the IT Support Center
An appropriate number of IT Support Center staff will be logged in and available to answer support calls, as well as to monitor IT Support Center email. The number of IT Support Center staff members on call will depend upon call volume. The IT Support Center manager will monitor call management software and make appropriate determinations as to resources required. IT Support Center staff will receive the initial support call and will use all available technology to attempt first contact resolution of the concern and/or perform domain and email password resets. Unresolved calls are assigned via ServiceDesk to support technicians for further resolution.
Employee and Student IT Support Center Procedures
Employees or Students Requesting IT Support Center Support should contact the IT Support Center in one of the following ways to report a problem. Provide your name, email address, telephone number, problem type, problem location and problem description This information serves to verify identity and contact information and identifies equipment location if applicable. After entering a service request, you will be furnished a ticket number to be referenced when checking status of the ticket.
Call the IT Support Center directly at 919-560-3837 to have IT Support Center staff log in a ticket. IT Support Center phones are available from 7 AM-7 PM (M-F)