Help Desk Phone Options

The Help Desk Menu

The Help Desk menu is an Interactive Voice Response (IVR) system that helps route your call to the Help Desk Analyst best able to resolve your problem.  Below is a listing of the options that you will hear when you dial the Help Desk number (718) 935-5100.

 

Help Desk Phone Menu

 

When you call (718)935-5100, you will hear "Welcome to the Department of Education IT Service Center."

 

Note: If there is a system issue or outage, you will hear a 'code yellow' message describing the matter prior to hearing the greeting above. The purpose of the code yellow is to notify our customers about a known system issue, and what steps are being taken to correct the matter.

 

The menu options are: 

- If you are calling for a password reset, press 1 now.

(Pressing 1 brings up the following submenu: To reset your ATS, CAP or RMDS password press 1. To reset your Outlook, Payroll or TSO password, press 2. To listen to this menu again, press # now. To listen to the main menu, press 9 now.)
 

If you are calling for Hardware, Software or Applications assistance, press 3 now.

(Pressing 3 brings up the following submenu: If you are experiencing problems with your workstation or printer, or are having problems connecting to the internet or having problems establishing a mainframe session - press 1. For questions regarding the ATS, CAP and RMDS applications, including CAP and RMDS security access, press 2. If you have an issue with Microsoft Outlook,  Office, or a Blackberry device, press 3. To listen to this menu again, press # now. To listen to the main menu, press 9 now.)
 

- If you would like to use our Fax-on-demand option, press 5 now.. 

 

- To listen to this menu again, press # now.



 

 

 

The Department of Education mainframe applications are available for use during scheduled hours.

 

The following list provides the normal hours of operation for each application: 

ATS & FAST TRACK applications are available Monday through Friday, 6 AM to 9 PM and Saturdays, 8:30 AM to 4 PM. 

 

APRL, EIS, FAMIS, GALAXY, HRS & TBANK applications are available Monday through Thursday, 6 AM to 8 PM, Friday 6 AM to 6 PM, and Saturdays 9 AM to 4 PM. 

 

CAP is available Monday through Thursday, 7 AM to 8 PM, Friday 7AM to 6 PM, and Saturdays 9 AM to 4 PM.

 

OMSA and OMSB are available Monday through Thursday, 24 hours a day, Friday Midnight to 11 PM, and Saturdays 10 AM to Midnight.