Request IT Support Online (Instead of Calling the Help Desk)
The DOE Help Desk is experiencing an enormously high volume of phone calls for technical support from both DOE families and staff. This is causing long wait times (an hour or more) and delaying service. To ensure that you (or the parent or student you are helping) receive technical support quickly, there a few things you can do:
Submit a ticket online
All technical support requests can be made online at the following locations:
Calling the Help Desk does not guarantee that you will receive faster service. Also, please encourage students and families to submit a ticket online before calling the Help Desk. In many cases, the request form will provide visitors with the answers they need, based on the information they provide, and eliminates the need for them to submit a ticket.
Reset your password online
The majority of calls from DOE staff concern DOE password (@schools.nyc.gov) resets. All DOE staff can reset their passwords themselves online at the DOE Identity Management Portal. It only takes a few minutes. (Even if you forgot your current password, or it expired, you can sign in by answering security questions or verifying personal information). You can also visit our Passwords page for more information
Get iPad Request Status Information from the Remote Learning Device (RLD) Report
As a reminder, schools are now responsible for device management, and the School Technology Point of Contact (SPOC) or other school contact for families can use the RLD Report to help families get their iPad request status.The DOE Service Desk does not keep information about the status of individual iPad requests. Please do not call the desk, or direct families there, for iPad status.
Visit the following DOE web pages for up-to-date guidance and information:
- iPads and Devices
- iPad Requests
- Technology at the DOE
- Getting Started with Your iPad
- Employee Passwords
- DOE Student Accounts
DOE Employees should sign in and view the Technology section of the InfoHub to see if the answers to questions are there.
- Application and Systems (including access requests)
- Information Technology Support
- Didn't find what you are looking for?
- Submit a Help Desk ticket
Call the DOE Help Desk
If you cannot get help from the web pages above or self-serve to solve your issue, call 718-935-5100. Then after selecting the appropriate language, press one of the following options:
- For Password Resets, please visit: https://idm.nycenet.edu/selfservice or press 1
- For Device Connectivity, Hardware and Application Support, press 2
- For Email and Office 365 Support, press 3
- For ATS Application Support, press 4
- If you are helping a parent with Google Classroom, MS Teams or Remote Learning, press 5