IT Service Desk/Technical Support

New IT Service Desk Ticketing System - Freshservice Starting June 3rd, 2024

We are excited to announce that IT will be transitioning from our old ticket system (Cherwell) to Freshservice. The new system provides a new modern and user-friendly portal for staff and students including:

  • A simplified IT ticket submission process

  • Self-service password resets

  • Online knowledge base and self-service reference guides

  • Track progress in real-time and receive updates

Check out Freshservice at

IT Service Desk - Extended HoursExtended Weekend Hours

As we prepare for the opening of the new 2024-2025 school year, the IT Service Desk will be staffed for extended hours support for district employees & families, during the weekends surrounding the first day of classes.

The Service Desk will be open to take your calls for technology assistance on the following Saturdays:

Saturday - August 10, 2024 (8:00am - 1:00pm)

Saturday - August 17, 2024 (8:00am - 1:00pm)

Please call us at (619) 209-HELP


IT Service Desk Information

The IT Service Desk telephone line at 619-209-4357 (HELP) is working and agents are on duty during normal business hours (7:00am - 5:00pm, Monday - Friday) to take your calls.

You can also submit requests for assistance through the Freshservice IT Self-Service Portal at

Additionally, you can email your request for assistance to us at [email protected] and our Freshservice ticketing system will automatically turn your email into a Service Desk incident. Please make sure to include your name, employee ID, and a telephone number where you can be reached by one of our Agents.


Device Retirement (This policy has been suspended at this time)

After an IT device has been in service at the district for 5 years, the IT department may remove the equipment or administratively disable it in order to keep the districts network secure, efficiently utilize the district's technology support resources, and reduce ongoing infrastructure and licensing costs to the district.

You can read more about device retirement at the following link...

Submit your incident Online using Freshservice

With a browser like Chrome, Firefox or Safari, you can submit a new Service Desk incident, or check the status of an existing incident, any time via Freshservice at...

Please create 1 Freshservice incident per computer for equipment hardware issues. Each incident may report multiple issues about a computer/equipment.

SELF HELP: Bringing Solutions Closer to You

For systems like PeopleSoft, Microsoft Office, PowerSchool, etc., we provide a variety of tips, FAQs, 'how to' instructions, and other self help aids at Self Help


Contact the IT Service Desk at: 619-209-HELP (4357)

Please listen as our phone options have changed

Hours: Monday through Friday, 7:00 AM to 5:00 PM

When you call us, please have the following information ready:

  • Your Employee ID,Phone Number, and extension (If calling for, or about a student, have the student's full name and ID)

  • For hardware issues, have the Model, Type, Serial Number or C-tag number, Room Number or Location of the equipment, cart slot number (if applicable).

  • For login or password issues, please be at your computer.

  • Your incident #, if you are calling about an existing incident.

  • Note: If the School Network (Internet) or School Phone System is down, please contact the Service Desk by cell phone. (619) 209-4357

Older news

Wondering what to do with swollen or dead laptop batteries?

Click to read the District's Universal Waste Management Program

Employee Permit for Use of School Property

How Long Will It Take?

See IT's Operational Expectations and Service Level Agreements

Who To Call For Other Issues

The following systems and services are supported by other departments. Please contact them directly for assistance:





Facilities Planning & Construction


Board Docs (Board Agenda Items)

Board Services Department


Enrollment Drops

Enrollment Options Department


Enrollment Drops (LCI)

LCI Program


Enrollment Drops (Home Hospital)

Home Hospital Program



Special Education Department


List Servs

Communications Department



Financial Accounting Department


SAMS Help Desk

Substitute Help Desk


SD County SDIR

San Diego County SDIR Support


Sound Systems

PPO Work Order Desk   PPO Services Online Work Order


SDUSD Status Page

Check Systems Status  

Website Problems

Website Concerns Online Form