Overview

What is the Helpdesk?
The Helpdesk serves as the central hub for the Information Technology Division, providing technology services and support to all faculty, staff, and students across Norfolk Public Schools. It is the single point of contact for reporting issues with district-supported hardware, software, and network systems.

As the first line of IT support, the Helpdesk sets the standard for service and customer experience. Many issues can be resolved immediately, while others are assigned as tickets to Site Engineers or Central Administration Engineers for follow-up. This structure ensures that users receive timely, accurate, and efficient support.

Support requests are submitted through email, phone, the web portal, or voicemail and are logged into the Helpdesk System. Each request is assigned to the correct site, user, and priority level. The Helpdesk Priority Rubric defines the expected response and resolution times based on impact and urgency.

Site Engineers use the Helpdesk System daily to monitor open requests, plan their schedules, and focus on services that matter most to their assigned schools. The goal is to remain proactive, responsive, and empathetic while serving as trusted advisors who help staff and students get the most out of the technology provided.

Why Do We Need the Helpdesk?
As technology use in classrooms and departments continues to grow, providing consistent and organized support has become more important than ever. The Helpdesk System allows the IT Department to:

• Improve communication with staff and students.
• Maintain a searchable knowledge base of solutions to help users resolve issues independently.
• Prioritize requests effectively so that critical issues receive immediate attention.
• Identify recurring problems and address root causes through training, equipment, or process improvements.
• Recognize new technology needs to better support instructional goals.
• Ensure Site Engineers can plan their workdays efficiently to support the schools they serve.
• Support the educational vision of the Superintendent by providing reliable technology that empowers teachers and students.

 

Department Location and Hours of Operation
The office of the Helpdesk is located on the 8th floor of the Central Administration Building. 

Information Technology Department Helpdesk
800 E. City Hall Ave
Suite 800 A
Norfolk, VA 23510

Phone:     757-628-3900
Email:      Helpdesk@nps.k12.va.us
Web:        Helpdesk Portal Page

Hours of Operation
Helpdesk – Telephone   8:00 am – 4:30 pm Monday through Friday
Helpdesk – Tech Support CAB   8:00 am – 4:30 pm Monday through Friday
Helpdesk – Tech Site Support 7:00 am – 4:00 pm Monday through Friday