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NPS

When Do I Need to Contact the Helpdesk?

To provide excellent and consistent customer service across Norfolk Public Schools, it is important that all technology issues be referred to the Helpdesk. This allows us to maintain a record of requests for future research and to identify recurring or proactive needs.

When you contact the Helpdesk, we will work to resolve your issue, submit a ticket for an Engineer, or contact the appropriate vendor if needed. However, we cannot assist you if we are unaware of the problem or where it is occurring. Please reach out to us using one of the following methods:

  • Phone: 757-628-3900  One of our friendly and courteous Helpdesk Technician will assist you, or you can leave a Voice mail if no one is available.
  • E-mail: Helpdesk@nps.k12.va.us
  • Web portal: Helpdesk Portal

When using the web portal, you will be asked to make several selections that help IT resolve your issue quickly. You must specify the site and complete all required fields marked with an asterisk (*) before submitting your ticket. You can also add notes directly to your ticket, communicate with your Site Engineer, and monitor the status of your request while it is open. When your issue is resolved, you will be able to view a summary of what was done.

When submitting a ticket by email, the address you use will depend on the type of issue:

stock IT support graphic

 

  • 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

SIS
  • FBA/BIP
  • Synergy Learning Support
  • Special Education 

You would e-mail: SPED-Synergy@nps.k12.va.us

We Are Not the Department to Contact For:

(The following are examples and do not include everything outside our scope of service)

  • Obtaining Phone Numbers or directions to sites
  • Televisions
  • Overhead Projectors that are not Smartboard or Interactive Projectors
  • Fire Alarm Equipment
  • Personal electronic devices
  • VCR or DVD players

In addition to serving as the main point of contact for reporting technology issues, the Helpdesk also works to keep users informed about service events, maintenance actions, and situations that may affect performance or access to technology.

The Helpdesk is open Monday thru Friday, 8:00 am to 4:30 pm.