I.T. Help Desk is the central point of contact where all I.T. problems can be reported and we will attempt to resolve the issue on the first call.  If I.T. Help Desk cannot resolve the issue, we will escalate to second level, third level team, or be directed to the appropriate person or department.

What We Support

School District of Philadelphia Computer Repair Policies and Procedures - This document covers in detail the support of school based staff and computers as well as laptops and peripheral devices.

The support services we provide include, but are not limited to the following: 

• Software Applications
  • Basic business software: Microsoft (Word, Excel, Powerpoint, Outlook), iWork (Pages, Keynote, and Numbers), Interactive White Board Software 
• Student Information System
  • Castor/Pollux (SCN)
• Electronic Communication
  • Collaboration Center (Zimbra)
• Operating System Platforms
  • Mac OS X
  • Windows XP SP3
  • Windows 7
• Hardware
  • Printers
  • Desktops
  • Laptops
  • Copiers
  • Projectors
• Connectivity
  • Wired and wireless network connection

The support services we do not provide include, but are not limited to the following:

• Personal PC Support: The I.T. Help Desk does not provide support for personal desktop, laptops, printers, network configurations, or any third party software (non-SDP approved).  If you are trying to access an application or service offered by the School District of Philadelphia from home, the help desk is limited to ensuring the application or service is up and running, confirm your log-in credentials and reset a password.