Tech Support

Tech Support from DOE

As we embark on a school year unlike any other, the DOE Help Desk is receiving an enormous volume of calls. This is increasing wait times (an hour or more) and delaying service. Therefore, we need your help. To ensure you, and the schools and families you help, get support quickly you can do the following:


1. Submit a ticket online.

All technical support requests can be made at the following locations:


·         Support for staff

·         Support for families


Calling the Help Desk does not guarantee that you will receive faster service. Please encourage all your staff or colleagues, as well as students and families to submit a ticket online before calling the Help Desk


2. Reset passwords online.

Most calls made by staff are about DOE password resets. All DOE staff can reset their passwords in minutes online at the DOE Identity Management Portal. Even if you forgot your current password, or it expired, you can sign in by answering security questions or verifying personal information.


3. Get iPad request status information from the Remote Learning Device (RLD) Report.

As a reminder, schools are now responsible for device management, and schools should use the RLD Report to help families with their iPad request status.The DOE Service Desk does not keep information about the status of individual iPad requests.


4. Visit the following DOE web pages for up-to-date guidance and information:


·         iPads and Devices

·         iPad Requests

·         Technology at the DOE

·         Employee Passwords

·         DOE Student Accounts


Thank you in advance for your support with this. Reducing calls to the Help Desk will help DIIT provide you and our DOE families with faster, more efficient support. Please let me know if you have any questions. 


Division of Instructional and Information Technology

NYC Department of Education


New Wireless Network for DOE iPads Available in School Buildings

New Wireless Network for DOE iPads Available in School Buildings

The DOE has enabled a new wireless network ID in all school buildings (nycdoeMobile). All Centrally-loaned DOE iPads will automatically connect to the “nycdoeMobile” Wi-Fi network when being used inside a DOE school building. This means that:
  • No additional setup is required for the DOE iPads to connect to the new wireless network; the DOE has configured every Centrally-loaned iPad to connect automatically.
  • All other devices should connect to your school’s existing Wi-Fi network.

If a Centrally-loaned iPad does not automatically connect to the new wireless network, you should submit a Help Desk ticket Opens in a new browser tab  for additional support. Please have the device serial number handy.

For questions, contact your school point-of-contact for technology (SPOC) Opens in a new browser tab . If your school does not have a SPOC, contact your borough technology director or manager Opens in a new browser tab .