DOE launches help desk for students and parents

The Maui News

The state Department of Education said Tuesday that it has launched the nation’s first statewide, comprehensive help desk providing technology support to public school students and their parents as schools offer more opportunities for online and blended learning.

The ‘Ohana Help Desk will provide self-service and chat support for families experiencing issues connecting to HIDOE systems remotely from home, a news release said. The help desk will be able to assist with connectivity-related issues (network and WiFi connectivity), access and security issues, device support (devices, applications, software updates) and general IT support.

While some school districts provide tech support to families, HIDOE’s help desk is statewide and was designed with a higher level of support, with phone support in multiple languages, chat support and an online portal. The help desk will be able to provide phone support in the languages of: English, Hawaiian, Ilokano, Tagalog, Chuukese and Marshallese, according to a news release.

The help desk can be accessed from 7 a.m. to 8 p.m. Monday through Friday and from 4 to 8 p.m. Sundays by calling (808) 643-DESK (3375). It will be closed on state holidays.

The help desk also can be accessed online 24 hours a day, seven days a week at ohanahelpdesk.org for self-service support and information.

The DOE awarded a $1.7 million contract to Hawaiian Telcom to establish the help desk.


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