When you report I.T. problems to the Help Desk, we will attempt to resolve the issue on the first call. If the I.T. Help Desk cannot resolve the issue, we will escalate it to the second-level or direct it to the appropriate person or department.

The I.T. Help Desk, Laptop Drop-off Center, and Field Technical Support Specialists do not provide support for personal desktops, laptops, cell phones, printers, network configurations, or any third-party, non-District-approved software.

If you are trying to access an application or service offered by the School District of Philadelphia from home, the I.T. Help Desk is limited to ensuring that the application or service is up and running and confirming that your login credentials are working. For more details, please refer to The School District of Philadelphia Computer Repair Policies and Procedures.

The support services we provide include, but are not limited to, the following:

Software

• Student Information System
  Infinite Campus
• Electronic Communication
  Google Mail (Gmail)
  Google Chat (Staff only)

Google Tools

• Google Drive, Classroom, Meet, Docs, Slides, Sheets, Forms, Sites
• YouTube
• Tour Builder
• Google Earth
• Google Drawings
• MindMup
• My Maps

Provided for all schools at no cost to the school. For Google tools support resources, click HERE.

SMART Tools through Lumio
A lesson delivery tool that increases student engagement and is integrated with SMART Boards. Provided for all schools at no cost to the school. Some examples of the tools included in Lumio:

• Shout it Out
• Interactive Whiteboard
• Interactive Individual Handouts
• Collaborative Workspaces
• Interactive PDFs and graphic organizers
• Immersive Reader (reading aloud/translation)
• SMART Response
• Game-Based Activities
• Embedded tools: Desmos, Phet, Equation Editor
• Ready-Made Activities (Templates/Manipulatives): Activating
• Prior Knowledge and Questioning and Reflecting
• Additional SMART Notebook tools, such as widgets, and interactive manipulatives
• Embedded YouTube (eliminates advertisements)

For SMART support resources click HERE.

Adobe Express
This free version of Adobe is available to all teachers and students. It allows students to express their understanding of content in creative ways. It is available to teachers in the Employee Portal and to students in the Student Portal. Some examples of creative projects in Adobe Express are posters, videos, web pages, presentations, drawing, infographics, edit PDFs, etc.

Hardware

• Printers
• Desktops
• Laptops
• Copiers
• Projectors

Connectivity
Wired and wireless network connection