Knowledge Base and Support Survey
——The Need——
During the COVID-19 pandemic, there is an articulated and observable need for more technology support for students and parents to enhance learning and communication.

——The Why——
Learning is connected with and by technology in 2020; and, it is impacted by a learner’s technology literacy and efficiency. It is complicated by the fickle nature of hardware, software, and inconsistent broadband access. In all of this, support for technology equals support for learning. ESDs and school districts are uniquely suited to offer this support.

——The What and How——
On Labor Day weekend, we did a soft launch of the statewide Oregon Help Desk to provide live tech support. The help desk will be available to all Oregon K-12 students and families:

**evenings and weekends (6-10pm on weekdays; 4-8 pm on weekends)
**in six languages (English and Spanish early September, with the remaining four common supported languages in Portland Public, Salem, and Beaverton School districts later this year)
**in four modes (phone, email, web chat or SMS, and FB Messenger app)

You can visit the project homepage at https://oregonhelpdesk.org

——The Request——
The help desk is available to all students in Oregon. We can make their experience better by gathering information to assist our evening help desk staff navigate a support script before starting to troubleshoot and assist. Via this survey, we are asking for:

**your general support of this project
**your interest in joining the governing council to help grow and sustain the project
**basic information about your district instructional technology (hardware, applications, conventions)
**staffing and communications preferences
**other feedback

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