Ticket SLA Times

A DPS IT Support Technician will review your request and provide an initial response within 8 business hours. Resolution is typically completed within 40 business hours, depending on the issue's complexity.

Please note:  After three unsuccessful contact attempts, tickets will automatically be closed.

What Does the IT Department Support?

The Durham Public Schools IT Department supports equipment procured exclusively through the DPS IT department. Equipment acquired outside the IT department is not eligible for support. Additionally, the DPS IT department does not support all platforms or services simply because they are technology-related. Only platforms, services, and devices officially provided or endorsed by DPS IT fall under the department's support scope. The Durham Public Schools IT Department supports the following DPS-issued accounts:

• Workstation Login

• DPS Microsoft Account

• DPS Email

• DPS Google Account

• DPS Zoom Account

• NCEdCloud - Login ONLY

• Cisco Phones

• VPN Access

How Do I Get a Laptop For New Staff Members?

To ensure your new team member has everything they need on day one, follow these steps:

1. Submit a Staff Device Request: The Hiring Manager (or delegate) should complete this request at least seven business days before the staff member's start date. This allows time for the standard DPS-issued device to be prepared and delivered.

2. Account Activation: Once the new staff member is active in our HR system, they will receive their DPS email and login credentials directly from postmaster@dpsnc.net on their official start date. This email will be sent to the personal email address they provided to HR, so remind them to check their spam folder just in case!

Important: Devices and credentials can only be issued to individuals who are officially active employees or contractors with DPS.

I Need A Password Reset

Staff members are encouraged to reset their own passwords using the DPS Staff Password Reset Tool. It’s quick and easy!

Passwords play a vital role in protecting the security of district systems and information. A weak or improperly managed password can put DPS systems at risk. To maintain security, all staff passwords (e.g., email, web, desktop computer, etc.) must be updated every 90 days.

All staff can reset their passwords anytime using the DPS Self-Serve Password Reset Tool.

DPS Password Requirements:

• Must be at least 8 characters long

• Must include:

  • Uppercase letters (A-Z)

  • Lowercase letters (a-z)

  • Numbers (0-9) OR

  • Special characters (!@#$%^&*()+|~-=`{}[]:";'<>?,./)

Important Note:

If you change your password while your device has been offline or disconnected from the DPS network, you will need to reconnect the device to a DPS network for it to recognize your new password.

For any additional help, feel free to contact the IT Support Team!

I Can't Get Into My NCEDCloud Account?

The DPS IT Department does not manage NCEdCloud accounts. Our role is limited to resetting passwords for staff and students. For assistance beyond a password reset, please reach out to your school’s data manager.

If the issue involves an inactive account, the user should contact HR for further assistance. For all other concerns related to NCEdCloud, please contact the PowerSchool team.

For more information, visit NCEdCloud.

Network Connectivity

DPS has multiple networks setup for different devices within our network. The following networks are for the specified devices:

• WeAreDPS (login using DPS credentials)

  • Staff - DPS issued AND personal devices

  • Students - DPS issued devices ONLY

  • Contractors - DPS issued AND personal devices
    

• DPSAV

  • For Brightlinks, interactive displays, IOT devices, Airplay devices, Smart TVs, etc.

• DPSGUEST (must agree to board policy terms to continue to the Internet)

• Students – Personal devices

  • Guests – anyone without DPS credentials

How Do I Request A Cell Phone For A New Employee

Durham Public Schools provides mobile devices (e.g., laptops, tablets, iPads, smartphones) to faculty and staff whose professional responsibilities require regular and frequent use of such devices. The allocation of mobile devices is based on a demonstrated need and available budget. Please note that all employer-provided mobile devices are the property of Durham Public Schools, and their records are considered public records.

Requests for mobile devices must be submitted by the employee’s direct supervisor. Supervisors should include the following information:

• Employee’s name

• Department

• Phone number being transferred (if applicable)

• Whether the employee is replacing a previous staff member

For additional assistance, please contact the IT Support Center.

Brightlink Lamp

The BrightLink projector will still work even if a warning message appears. This message usually means the lamp has about 1,000 hours of life left. If a ticket is submitted for the warning, it will be closed. However, if the lamp starts showing issues or interruptions, please submit a new ticket. Using the lamp as is allows us to get the most out of its lifespan before replacing it. To help extend the lamp's life, always power off the projector when it's not in use. 

Where Can I Get Training on O365 Apps?

Explore these tools to boost productivity and collaboration! Click the links below to access training and learn more.

• Outlook
  Stay organized and efficient with email, calendar, contacts, tasks, and more—all in one place. Easily share attachments from OneDrive, access contacts, and view LinkedIn profiles directly in Outlook.

• OneDrive
  Securely store your files in the cloud with OneDrive. Access and collaborate on your documents anytime, anywhere.

• Teams
  Connect and collaborate in real-time with Microsoft Teams. Chat, share ideas, and hold video or voice meetings, all in one powerful platform.

• OneNote
  Take and share digital notes with OneNote. Add text, drawings, and photos, and access them seamlessly across all your devices.

Click each link to dive into the training and make the most of your Office 365 tools!

Replacement Devices and Chargers

Staff Devices
To request a replacement staff device, submit a ticket to the IT Support Center. Be sure to include:

• The staff member's name

• What happened to the current device

• The serial number of the current device

Once this information is received, a technician will process the request and provide next steps via the support ticket.

Please note: Devices reported as stolen without an accompanying police report will be marked as missing or lost.

Student Devices
To request a replacement student device, submit a ticket to the IT Support Center. Include the following details:

• The student’s name

• What happened to the current device

• The serial number of the current device

A technician will process the request and provide next steps via the support ticket.
Please note: Devices reported as stolen without an accompanying police report will be marked as missing or lost.

Replacement Chargers:

Starting with the 2023-2024 school year, all DPS staff and students are required to pay $27.00 for a replacement charger. Use the following links to request and pay for replacement chargers:

• Replacement Charger

If you have any questions or need assistance, please contact the IT Support Center.

Phishing Emails

Always refer to this CAUTION as a guide. Do NOT reply to or forward suspicious emails to other DPS staff. Instead, send phishing emails directly to ITSupport@dpsnc.net so we can block the sender and remove the messages from our system.

Be cautious of display names and fake signatures that may appear legitimate — this tactic, known as email spoofing, is commonly used by phishers to deceive recipients.

As part of our Cybersecurity insurance requirements, DPS IT conducts quarterly simulated phishing campaigns to test staff awareness and provide educational opportunities on identifying malicious emails.

Staff members with admin access to DPS systems are subject to monthly phishing campaigns. Admin access may be revoked after three failed phishing simulations due to potential security risks. Stay vigilant to help protect our systems!

PowerSchool vs. IT vs. Curriculum and Instruction

IT is responsible for the infrastructure.

Surplus

All requests for IT equipment surplus pickup start with submitting an IT support ticket. 

Blocked/Unblocking sites

All requests for blocking and unblocking websites should be submitted via an IT Support Ticket. Once the ticket is received, IT will review the request and either block/unblock the website, or provide a reason why a website cannot be blocked.

How Can I Make a Donation?

Click Here to Donate!

Running, operating, and sustaining an IT department for a school district requires significant resources and effort. Your support makes a difference, and we greatly appreciate any donations you can provide. Click the donation link to contribute, and feel free to contact us with any questions. Thank you for your generosity! 

Click Here to View the Responsible Technology User Agreement