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When Do I Need to Contact the Helpdesk?
In our effort to provide excellent and standardized customer service to the Norfolk Public School District, it is imperative that all technology issues be referred to the Helpdesk. This is so that a record can be maintained for future research, and so proactive determinations can be made. In response, the Helpdesk will resolve the issue, submit a ticket for an Engineer, or contact the proper vendor. However, we can’t help you if we don’t know you have an issue, and where you are located. Please contact us in one of the following ways.
- Phone: 757-628-3900 One of our friendly and courteous Support Specialists will assist you, or you can leave a Voice mail if no one answers.
- E-mail: Helpdesk@nps.k12.va.us
- Web portal: Helpdesk Portal
When you using the portal you will need to make several selections that will help IT fix your issue in a timely manner. You will need to tell us the Site and fill in any fields with an * before you can submit the ticket. You will also be able to update the ticket directly with notes to the Site Engineer and see what the status is while it is open and see what was done when it is resolved.
When you want to submit a ticket via e-mail it depends on the issue you have as to what e-mail address you would use:
- Computers (Desktop, Laptop, iPad, MacBook, and Chromebooks)
- Printers (except toner orders)
- Canon Copiers (except toner orders)
- Smartboards/Interactive Projectors
- NPS issued Cell Phones
- Network Services (e-mail, Internet Access, Drive Mapping, WiFi)
- Software (Office, Rosetta Stone, 123 Curriculum,)
- Peripherals (Monitor, Keyboard, Mouse)
- Computer login and User Account Issues
You would e-mail: Helpdesk@nps.k12.va.us
- ParentVue
- TeacherVue
- Attendance
- Enrollement
- Report Cards
- Synergy login
You would e-mail: SIS-Synergy@nps.k12.va.us
FBA/BIP- Synergy Learning Support
- Special Education
You would e-mail: SPED-Synergy@nps.k12.va.us
We ARE NOT the people you contact when you have issues with your:
(the following are a few examples and does not cover everything that we do not service)- Obtaining Phone Numbers/Directions to sites
- Televisions
- Overhead Projectors that are not Smartboard or Interactive Projectors
- Fire Alarm Equipment
- Personal electronic devices
- VCR/DVD
In addition to being the focal point for reporting incidents we are here to keep our users informed of service events, actions and situations that are likely to impact the performance of the users in their day-to-day activities.
The Helpdesk is open Monday thru Friday, 7:00 am to 5:00 pm.
