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Support Requests/Help

Requesting Help

Requests for help from OIT must be made through our tracking system (currently ZenDesk). The best way to make a request is by logging into our support portal at http://support.da.org

Support requests that require installation of additional hardware/software must be made at a minimum of two business days in advance. Software that is not already approved, must go through proper approval process. This does not include support requests that require troubleshooting hardware/software that is already installed/deployed.

Office Hours

Everyone is welcome to visit the helpdesk for help. Hours are generally from 8am-3pm Monday - Thursday and 8am-12pm Fridays. Our office will close Friday afternoons for a regular scheduled meeting.

Office locations include:

  • Upper School Hock Center room 825 (2nd Floor)
  • Middle School Gateway Building room 1204 (2nd Floor)
  • Lower School Faculty Workroom

Service Level

OIT will prioritize incoming support requests based on current overall requests volume, current ongoing projects, and the number of end-users affected in each request.

Each year we see a high number of support requests in the start of the school year and spring. In a time of high volume support requests, prioritization will be given to support requests that affect the most users.