Help Desk

Help Desk

The Omaha Public Schools' Help Desk is the heart of technology support for the District. Our staff answered over 26,000 calls and emails, and helped hundreds of people who walked into the Help Desk office. In addition, with the assistance of remote software within the District, we troubleshoot calls as well as train people on the use of applications over the phone. All calls that get escalated to the next level for resolution, start with a contact to the Help Desk. About two-thirds of our calls and requests are addressed and resolved by the five Help Desk staff members.

When new staff is hired, email and network accounts are created automatically. Our team provides training in the use of applications which align to their duties. As new employees come on board, we work with the Identity Management team to ensure that they are able to gain access to the network and District core applications (Office 365, Infinite Campus and PeopleSoft) as quickly as possible. We have subject matter experts (SME's) for each of our core applications so that we can efficiently support instructional as well as business applications. While the Help Desk does not directly support parents, assistance is provided for student computing equipment as part of our Virtual School. As new Office 365 applications are created and deployed, the Helpdesk remains the first contact for support.

Our hours of operation are from 7:00 a.m. until 5:00 p.m. Monday through Friday during the regular school year; summer hours are from 7:00 a.m. until 4:30 p.m. Our Help Desk team has worked collectively over 80+ years in our District. We accept phone calls, e-mails and voicemail requests to further help those customers who need additional access 24 hours a day, seven days a week, without interrupting the educational process of the school day. Walk-ins are always welcome.

Staffing Schedule:

School Year: 
7:00 AM until 5:00 PM

Summer Hours:

7:00 AM until 4:30 PM
Monday Through Friday except Legal Holidays

 

Phones are staffed in overlapping shifts so there are early/late times when only a single individual is available to answer calls.  Voice mail at 531.299.0300 and Email to Help Desk Requests, are ALWAYS available.

 

Infinite Campus and PeopleSoft

Be sure to check the Campus, PS FIS and PS APlus HCM Share Folders daily to check for informative updates and information.